1. Overview

This Refund Policy explains when refunds are available for subscriptions and exports on Stratamap and forms part of our Terms of Service. We are committed to resolving issues fairly and will work with you if something goes wrong.

2. What You Purchase

Stratamap offers export packs and subscription plans for generating custom 3D mesh files:

Export packs: One-time purchases of map exports for personal use. Each pack contains a set number of map exports that are valid for 3 years from the date of purchase.
Subscription exports: The Pro subscription includes a monthly map export allowance. Each generation uses one map export. Map exports do not roll over between billing cycles.
Custom generation: Files are created on-demand from your specific map design, including your chosen area, layers, colors, and features.
Regeneration: After export, you can adjust dimensions, heights, and print settings, then regenerate within the limits of your export. Your outline selection, design, and drawn features are locked.
Download access: Download links expire after 90 days, but you can regenerate to get a fresh link.

Because files are custom-generated from your design, they differ from standard digital downloads.

3. When Refunds Apply

We provide refunds in these circumstances:

Technical Failures

If we cannot deliver your files due to a problem on our end:

Generation failures we cannot resolve
Map exports used but files not delivered
Persistent download failures

There is no strict deadline for reporting technical failures, so please contact us so we can attempt to fix the issue. We will make reasonable efforts to deliver your files before issuing a refund or restoring your map exports. A failed automatic generation does not count as a map export being used.

Unused Export Packs

You may request a full refund of an export pack purchase within 14 days if no map exports from the pack have been used. After 14 days, unused export packs are not refundable, though you may still be eligible for a partial refund as described in Section 8.

Duplicate Charges

Accidental duplicate subscription charges will be refunded promptly.

4. When Refunds Do Not Apply

Due to the custom nature of our products, refunds are not available for:

Subscription fees: Because subscriptions provide immediate access to features including a commercial license and Store Link, subscription fees are non-refundable once the billing period has begun. You may cancel at any time to prevent future charges.
Used map exports: Once map exports have been used to generate files, the corresponding export pack purchase is non-refundable for those exports.
Expired map exports: Unused map exports that expire at the end of a subscription billing cycle, or at the end of their 3-year validity period for export packs, are not refundable.
Change of mind: Deciding you no longer want or need the service after using map exports.
Design choices: You design and preview your map before exporting, so we cannot refund based on the area, terrain, or other elements you selected.
Third-party issues: Problems with 3D printing (settings, materials, hardware) or software compatibility are outside our control.
Expired downloads: You can regenerate files for free, so expired links do not qualify for refunds.

5. Consumer Rights

Your statutory consumer rights are protected regardless of this policy.

New Zealand

Under the Consumer Guarantees Act 1993, digital products must be of acceptable quality, fit for purpose, and match their description. If our service fails to meet these guarantees, you may be entitled to a remedy including repair, replacement, or refund.

European Union

EU law provides a 14-day withdrawal right for online purchases and subscriptions. However, for digital content not on a physical medium, this right can be waived when you expressly consent to immediate performance and acknowledge losing your withdrawal right once delivery begins.

By purchasing map exports and using them to generate files, you consent to immediate performance and acknowledge losing your withdrawal right for any map exports already used. If no map exports have been used, you retain your 14-day withdrawal right.

Australia

Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), digital products come with guarantees that cannot be excluded, including that they will be of acceptable quality, fit for any disclosed purpose, and match their description. If our Services fail to meet a consumer guarantee, you may be entitled to a remedy including repair, replacement, or refund. These rights apply regardless of this policy.

United Kingdom

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for a particular purpose, and as described. If our Services do not meet these standards, you may be entitled to a repair, replacement, or refund. For digital content that is not on a physical medium, you have a 14-day cancellation right, which may be waived upon express consent to immediate performance and acknowledgement of losing the cancellation right.

Other Jurisdictions

This policy does not limit any statutory rights under your local consumer protection laws. If our service fails to meet legal guarantees, you may be entitled to remedies under those laws.

6. How to Request a Refund

Email support@stratamap.io with:

Subject line: "Refund Request"
Your account email address
Export details or subscription billing date
Reason for the request
For technical issues: description of the problem and any troubleshooting attempted

We aim to respond to refund requests as soon as practicable.

7. How Refunds Are Processed

Timing: 5-10 business days after approval. Your bank may require additional time.
Method: Refunds go to your original payment method via our payment processor, Polar.
Currency: Refunded in the original transaction currency. Exchange rates may affect the final amount.
Taxes: Refunds include any taxes paid on the original transaction.
Map exports: We may restore map exports or revoke associated exports at our discretion. This decision depends on the circumstances of the refund. See Section 8.

8. Partial Refunds, Revocation and License Status

We may offer partial refunds at our discretion when a full refund is not warranted but some compensation is appropriate, such as when you experienced significant inconvenience but ultimately received your files.

For partially-used export packs, partial refunds are calculated on a pro-rata basis, reflecting the number of unused map exports remaining in the pack at the time of the refund request.

Refunds do not automatically revoke your exports. We decide whether to revoke on a case-by-case basis depending on the circumstances:

Refund with revocation: Your export is revoked and your license to use the associated files is terminated. You must delete all copies of the files in your possession.
Refund without revocation: Your export and license remain active. This may apply, for example, when a partial refund is issued for inconvenience but you ultimately received your files.

We will clearly communicate whether your exports are being revoked when processing your refund.

9. Chargebacks

Please contact us before disputing a charge with your bank. We resolve issues faster than the chargeback process. If you initiate a chargeback:

Your exports may be revoked pending resolution
We will provide transaction records to your payment provider
Fraudulent chargebacks may result in account suspension

10. Service Discontinuation

If we discontinue the map generation service entirely:

Active subscriptions: We will cancel active subscriptions and refund the current billing period.
Export pack map exports: We will refund the purchase price of any unused purchased map exports that have not yet expired, calculated on a pro-rata basis.
Completed exports: If your files have already been successfully generated, no refund is due for those map exports. We will provide at least 90 days' notice and a grace period for you to download your files before the Services are shut down.

11. Policy Changes

We may update this policy and will post changes here with an updated date. Changes apply to future purchases and billing cycles only. Existing purchases and subscriptions remain subject to the policy in effect at the time of the relevant purchase or billing period.

12. Governing Law

This policy is governed by the laws of New Zealand. Any disputes will be subject to the jurisdiction of the New Zealand courts, without prejudice to any statutory rights you may have under your local consumer protection laws.

13. Contact

Questions about this policy? Email support@stratamap.io.