Refund Policy

1Who you bought from

Purchases are handled by Paddle, the merchant of record. Paddle is the seller named on your receipt and on your bank statement, and a refund is paid back by Paddle to the card or account you paid with.

Because Paddle is the seller, a money refund is Paddle's to make, under its own buyer terms and refund policy. This page says when we ask Paddle to refund you. Paddle can also refund on its own, and the law where you live can give you more than this page does; where it does, the law applies.

2What comes back by itself

• A generation that fails is refunded in full.
• A generation we refuse before it starts is never charged at all.
• A generation you cancel while it is still waiting is refunded in full.
• When a run delivers part of what you asked for, the part it did not deliver is refunded. You keep what arrived.
• A generation our support team stops before it finishes is refunded as a failure is: in full, or, when part of it was already delivered, everything but that part.
• In a pipeline, a step that fails gives back its share of the price, and so does every step that follows from it. Steps that finished stay paid, and their results are yours. Support can also stop a run before it finishes; then steps that finished stay paid, a step that had already started keeps its price under its generator’s rules, and steps that had not started are refunded.
• For Minifig from a photo, a photo the AI service’s safety check refuses fails the generation, and it is refunded in full. A retry takes a new photo and counts as a retry of the same figure, so a free retry on your plan applies.

Each charge and each refund is a line in Settings → Credits. A brick model's steps, parts list and PDF are part of the generation you already paid for; there is nothing there to charge twice.

3Credits you bought and have not spent

Unspent credits you bought can be refunded within 14 days of the purchase that bought them. Write to us and we will ask Paddle to pay them back.

What counts as unspent is worked out pack by pack. Credits we gave you — including credits support gave back for a generation — are spent before the ones you bought and are never refunded as money; among your packs, the oldest is spent first. The refund for a pack is the share of what you paid for it that its unspent credits represent, rounded down, and those credits leave your balance when we ask Paddle. Settings → Credits shows what is left of each pack and until when it can be refunded. If our records cannot establish which credits are a pack's, the refund is made by hand.

Credits you have already spent are not refunded. A spent credit bought computing time, and that time is used up whether or not you liked the result.

A result that is wrong is different: the file does not open, or it has nothing to do with what you gave it. Write to us, and support can give back its credits — all or part of what it kept — within 90 days of the generation, once for each generation; a retry is a generation of its own. The same applies to a pipeline run: once for each run, within 90 days of it finishing, up to what the run kept. That is our decision to make, and it is credits, not money: credits support gives back are never refunded as money.

4Subscriptions

Cancelling stops the next charge. The period you have paid for runs to its end and you keep the plan until then; nothing is taken back. Your monthly plan credits stop after that date. Starter and purchased credits stay, because they never expire.

We do not refund the unused part of a period you have paid for, monthly or annual. Cancelling an annual plan early keeps it until the end of the paid year.

If you cannot cancel from your billing page, write to us from your account's email address and support will cancel it for you in the same way — at the end of the paid period. You are told, and until that date you can still keep the plan.

A new price or a new version of a plan does not reach a subscription you already have: it keeps its price and what it includes for as long as you keep it. A change that is worse for people already using bricknity is announced at least 30 days ahead, so you can cancel before it starts; cancelling then works as above. See When prices change.

Two exceptions. If the law where you live gives you a refund of a period, that right applies. And the first payment of a subscription is covered by the 14-day right of withdrawal below.

5The 14-day right of withdrawal

If you live in the EU, the EEA or the UK, you can withdraw from a purchase within 14 days of making it, without giving a reason. Other countries give similar rights, some for a shorter time; Paddle's refund policy lists them.

At checkout you ask Paddle to make what you bought available at once. So the right ends for the part you have used: credits you have spent on a generation are used, because the computing time they paid for is gone. Credits you have not spent are not used, and that is why unspent credits can be refunded for 14 days.

For a subscription, the right covers the first payment only, not the renewals after it. If you withdraw within 14 days of it and have not spent its plan credits, it is refunded in full and the plan ends. Once you have spent them, cancelling works as described under Subscriptions.

To withdraw, write to [email protected] or to Paddle at paddle.net with the order number from your receipt, and say that you are withdrawing. You do not need a form.

6Teen accounts

Nothing can be bought on a teen account, so there is no subscription and no purchase to refund. The automatic credit refunds above apply to every account.

7Closing your account

Deleting your account ends your subscription with no further payment. Your credits stay for the 30-day recovery window and are forfeited when it closes. If you have unspent bought credits you want refunded, ask before you delete. An account that belongs to a child under 13 is erased at once when we close it, and its credits with it; a parent or guardian can write to [email protected] about payments made from it.

8How to ask

1. 1
   Write to [email protected] from your account's email address.Say what you want refunded, and include the order number from the receipt Paddle emailed you.
2. 2
   We reply within 3 working days.If a refund is due, we ask Paddle, and Paddle pays it to the card or account you paid with.

The receipt Paddle emails you also says how to contact Paddle directly, at paddle.net.

9Disputes with your bank

Please write to us or to Paddle before you dispute a payment with your bank. Most problems are solved faster that way.

A dispute is handled by Paddle and your bank, not by us. While it is open, your account cannot spend credits; you can still sign in, and your builds stay as they are. If the bank decides in your favour, you keep the money, the credits that payment bought are taken back, and spending stays paused until our support team has looked at the account. If it decides in Paddle's favour, any credits taken back are returned and you can spend again. A dispute that we and Paddle find to be fraud or abuse can lead to the account being closed under the Terms of Service.