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.

Subscriptions: if you withdraw within 14 days after asking for an immediate start, we refund the price minus an amount proportional to the service provided, calculated as the share of tokens used out of the tokens included in the paid period. If no token was used, the full price is refunded.

Token packs: as long as no token from the pack has been used, the full price is refunded. The right of withdrawal expires when the first token from the pack is used, provided you requested immediate delivery and acknowledged the loss of the right before purchase and received the email confirmation.

You can withdraw with the Withdraw from contract here button in My account (Billing); we confirm receipt by email. Refunds are made without undue delay and no later than 14 days after we receive the withdrawal statement, using the original payment method. Deleting the account automatically cancels active subscriptions.

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 responds to complaints within 14 calendar days from receipt. If no response is given within that period, a consumer's complaint is deemed accepted. Consumers may also use out-of-court dispute resolution, such as municipal consumer ombudsmen or the regional Trade Inspection (see uokik.gov.pl).

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.