Возврат и отмена

There are two mechanisms in this document, and they are not the same. Confusing them is the most common misunderstanding we see, so the distinction comes first.

A returned project is automatic and immediate. When a stage of your project fails, the project that was charged goes back onto your balance, ready to spend again. No money moves. You do not ask for it, and you do not wait.

A money refund returns money to the card you paid with. It is a decision, not a mechanism: you ask, a person looks at it, and if it is due it is paid back to you. Sections 4 to 6 say when it is due. The money itself moves through Polar, which took your payment as merchant of record — section 10 explains what that means.

2.1. A project is charged at one moment only — when the 3D scene starts. Section 7.3 of the Terms explains where that line falls.

2.2. If a stage fails, the charge is reversed. The project returns to your balance under the same reference as the charge, so it can never return more than was taken. The project page tells you what failed and why, in words, with a reason code.

2.3. Running the failed stage again is not charged a second time. The billing record remembers what it already took for that project.

2.4. If a stage is already running, a second attempt is refused rather than charged. Clicking twice cannot cost you two projects.

2.5. If our server restarts in the middle of a stage, the stage is picked back up once. If it cannot be resumed, it is closed as a failure and the project is returned to you as above.

2.6. What a returned project is. It is the cancellation of a charge, not a credit. Your balance goes back to what it was; it does not go higher. Money only ever enters your balance through payment.

2.7. The apartment mix is never charged. It is a stage that costs nothing from your balance on every plan, and if it fails nothing is returned, because nothing was taken.

2.7.1. The section «Plans, economics and strategy» on a plan that includes it (Pro, Team) costs no project and no section from your balance. If one of its stages fails, nothing is returned, because nothing was taken: the section shows what happened and a button to build it again, and the rest of the project — previews, 3D, views, booklet — stands as bought.

2.7.2. A section bought for a project ($9, section 7.2.3 of the Terms) is treated like a project: it is returned when it cannot be built. If a stage of the section fails after its own automatic retry and after one more attempt started by you with «build again», the section returns to your balance under the same reference as its charge, the section closes on that project again, and we write to you. A returned section is a cancellation of a charge, not a credit (2.6): it can be spent on this project again or on another one.

2.7.3. A 3D tour bought for an apartment type ($10, section 7.2.5 of the Terms) is returned when it cannot be built: if a world of the tour fails after its own retry, the tour stops, the payment returns to your balance under the same reference as its charge, and we write to you. A tour that was built is not returned because you would have preferred furniture, another finish or a different plan: those are the limits stated in 7.2.5 of the Terms. Stopping a tour you started yourself returns it as well — nothing was delivered.

2.8. What is not returned automatically. A stage that completes but produces a result you do not like is not a failure, and is not returned. An edit that produces a change you did not want is still an edit against your quota. Section 10 of the Terms explains why: this is generative output, and it varies.

2.9. If a project fails repeatedly for the same reason and you are left unable to finish it, write to us. That is a case for section 5.

3.1. You can cancel at any time, from the billing portal linked on your account page. That portal is operated by the payment provider that sold your subscription: Polar for a subscription bought today, and for one bought before we moved to Polar, the provider that took that payment. The link on your account page leads to whichever holds yours.

3.2. Cancelling stops the next charge. It does not end the period you have already paid for. Your subscription runs to the end of that period, and your plan's entitlements — export of the 3D file, booklet branding, priority in the queue, team seats — last until then.

3.3. Projects already credited stay yours. Cancelling does not take back projects that were granted to your balance. They remain subject to the carry-over ceiling in section 9.4 of the Terms.

3.4. Cancelling is not the same as deleting your account. If you delete the account, any balance left on it is written off and is not refunded.

3.5. There is no cancellation fee and no notice period.

3.6. A paid subscription period is not refunded. See section 5.

4.1. If you bought one project and have not started it, we refund it on request. "Not started" means the 3D scene has not been charged for that project — the free stages before it do not use the project up.

4.2. Once the 3D scene has been built, the project has been delivered and is not refundable. That is the point at which the work is actually done and paid for on our side. Your first purchase is the one exception, and section 4.4 sets it out.

4.3. To be clear about the free stages: analysing your brief, the clarifying question and the previews cost you nothing and consume nothing. Running them does not make a purchased project non-refundable.

4.4. Your first purchase is refundable for fourteen days, even if you used it. If the first thing you ever buy from us — a single project, an edit pack or a first subscription period — does not suit you, write to us within fourteen days of paying and we refund it. We do not ask you to prove anything and we do not argue about whether the result was good enough; if the concept was not what you needed, that is reason enough. This applies once per customer, to the first purchase only, and to a team account once for the team. Where you were refunded, any projects and edits from that purchase which you have not spent are removed from your balance.

4.5. After the first purchase, the rules above and in sections 5 and 6 apply: what is unused is refundable, what has been delivered is not.

5.1. A subscription period that has been paid for is not refunded. Cancel, and the subscription runs out at the end of the period.

5.2. We make exceptions where it is obviously fair to make one, and we do not make you argue for them:

• you were charged twice for the same period;
• you were charged after cancelling;
• a fault on our side made the service unusable for a meaningful part of the period, and returning individual projects did not put it right;
• you never used the subscription at all in the period charged, and you tell us promptly;
• it was your first purchase and you ask within fourteen days, under section 4.4.

5.3. Where we refund a period, we refund it in money, not in projects, and we may reclaim projects granted for that period which you have not spent.

5.4. Upgrades and downgrades are not refunds. An upgrade takes effect immediately and tops your balance up; a downgrade takes effect at the start of the next period. Neither produces a payment back to you.

6.1. An edit pack, and an extra project bought on top of a subscription, follow the same rule as a single project: refundable while unused, not refundable once spent.

6.2. An edit pack is refundable only if none of its edits has been spent. We do not refund part of a pack. If the pack was your first purchase, section 4.4 applies instead and it is refundable for fourteen days whether or not it was used.

7.1. If you are a consumer rather than a business, and the law where you live gives you a right to cancel a distance contract within a cooling-off period, that right applies and this policy does not reduce it.

7.2. Consumers in the European Union and the United Kingdom. You may cancel within fourteen days of purchase and receive your money back, provided you have not started a project in that time. By asking us to run a paid stage, you ask us to begin performance immediately and you accept that the right to cancel is lost for a project that has been started.

7.3. Nothing in this policy affects a statutory right you have that cannot be given up by agreement.

7.4. Section 4.4 stands beside these rights and does not replace them: your first purchase is refundable for fourteen days whether or not you are a consumer, and whether or not a project was started.

8.1. Write to [email protected] from the e-mail address on the account.

8.2. Tell us:

• what you bought and roughly when;
• what you want refunded — a subscription period, a single project, an edit pack;
• what went wrong, if anything did.

8.3. We do not need an invoice number. We can find the purchase from your account.

8.4. How long it takes. We reply to your e-mail within one business day, and we answer every refund request within thirty days of receiving it. If we agree to a refund, it goes back to the card or method you paid with; how quickly it appears is then a matter for Polar and your bank, not for us.

8.5. Money refunds are made by hand. There is no automated card refund in the product: a person issues it in Polar's dashboard, and Polar returns the money as the merchant of record that took it. This is why a money refund takes days and a returned project takes no time at all.

8.6. Please ask us before starting a chargeback with your bank. A chargeback against a valid charge is treated as a breach of the Acceptable Use Policy; a genuine mistake on our side is something we would rather just fix.

9.1. If we discontinue Minfis, or close your account for a reason that is not a breach by you, we refund the unused part of any subscription period you have paid for, calculated pro rata.

9.2. Unused projects on your balance are not money and are not refunded as money, but we will give you reasonable notice and a chance to spend them. Download the files you care about; section 18.5 of the Terms explains why you should not rely on us to keep them.

9.3. If we close your account because you breached the Terms or the Acceptable Use Policy, nothing is refunded.

10.1. Payments and refunds go through Polar, which is the merchant of record for what you buy from us. Polar is the seller on the purchase: it takes the payment, it issues the receipt, it calculates and remits any sales tax or value added tax due on it, and it is where a refund is issued. Card details are entered on Polar's pages and never reach us. We decide whether a refund is due under this policy; Polar makes the payment.

10.2. Billing currency is the US dollar. If your card is in another currency, your bank sets the conversion rate and may add its own fee. A refund returns the amount that was charged; currency movement between the payment and the refund is not something we can compensate.

10.3. Receipts and tax documents come from Polar, not from us. We do not issue our own tax invoices and we publish no tax registration number of our own. If your accounts need something beyond the receipt Polar sends you, write to [email protected] and we will tell you what we can and cannot provide.

10.4. If you asked Polar for a refund and it has not arrived, write to [email protected] with the date and the amount. We can see the purchase from your account and will chase it.

ANOMONUS - FZCO, DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates
[email protected]