Refunds and Complaints Policy

This policy describes cancellation, complaint handling, withdrawal-related issues, and refund rules for Gridded subscriptions and extra token purchases.

1. Contact for Complaints

Complaints and refund requests should be sent to support@gridded.pro. The operator is Michał Dyra, Szyszkowa 32, Opypy, 05-825, Poland.

2. Subscription Cancellation

Users may cancel a subscription before the next billing cycle through the billing area or the payment flow made available by the provider. Cancellation stops future renewals but does not normally create a refund for the current paid period unless mandatory law requires otherwise.

3. Monthly Tokens and Extra Tokens

Included monthly tokens reset each billing cycle and do not roll over. Extra tokens are used only after the included monthly allowance is exhausted and remain valid for 12 months from purchase.

4. When Tokens Are Used

Tokens are used when the user generates a new site analysis for a selected area or uses Refresh data. The number of tokens scales with the size of the selected area and is shown before each generation. Styling, map edits, DXF import, shadow studies, and normal exports do not use additional tokens.

5. Refund Principles

• Used tokens are non-refundable except where mandatory law requires otherwise.
• Unused extra tokens may be reviewed for refund on a case-by-case basis before expiry and before use.
• Refunds are not granted merely because a user changed style presets, edited layers, or chose not to continue a project after a completed analysis.

6. Consumer Withdrawal and Immediate Performance

Consumers ordinarily have 14 days to withdraw from a distance contract without giving a reason, subject to applicable law.

If a consumer purchases a digital service, subscription, or extra tokens and asks for immediate access or immediate performance, the provider may begin performance before the standard withdrawal period ends. Where permitted by law, the consumer may lose the right of withdrawal once performance begins after the express consent and acknowledgment shown in checkout.

For Gridded, paid performance begins when the user starts using paid analyses or uses purchased extra tokens. Cancellation of a subscription still stops future renewals, but does not itself reverse paid use that has already begun.

7. Complaints About Digital Service Performance

If the service does not work as promised, the user may submit a complaint describing the issue, the account email, the date of the incident, and the expected resolution. The provider may request reasonable information necessary to reproduce and assess the issue.

8. Complaint Response Time

The provider aims to respond to complaints within 14 calendar days from receipt, unless mandatory law requires a different process or deadline.

9. Non-payment and Billing Issues

If a payment fails, the provider may suspend paid access, paid exports, or future analysis generation until the billing issue is resolved. This does not affect rights that the consumer has under mandatory law.