Refund policy

Generation packs are the only thing we sell. A pack is a one-time purchase that adds a number of generations to your balance and a number of private-build slots to your account. There is no subscription, nothing renews, and there is nothing to cancel.

A generation is the unit every AI run is charged in: one run of text to 3D, image to 3D, or an AI build or edit in the studio costs one generation. Everything else — the studio, the importers and every export format — is free and needs no pack.

Generations and private-build slots are digital goods delivered to your account immediately once payment succeeds. Packs are sold through our payment provider, which acts as the merchant of record: it is the name on your receipt and on your statement, and any refund we approve is issued back through it to your original payment method. Once delivered they are generally non-refundable, except in the circumstances below.

• Failed runs are returned to your balance. If a run fails on our side for reasons not attributable to your input, the generation it reserved is returned to your balance. If one is not returned, email structmatic@gmail.com with the approximate time of the run and we will correct it. Runs that fail because of invalid input or oversized files are not returned.
• Used generations. A generation consumed by a run that completed is not refundable, even if the result is not what you hoped for. Generated builds are imperfect by nature — preview the result before relying on it.
• Unused generations. Unused generations never expire and stay on your account. We do not offer cash refunds for an unused balance on request, except where consumer-protection law requires it (see below).
• Duplicate or accidental purchases. If you bought the wrong pack or were charged more than once for the same purchase, email structmatic@gmail.com within 14 days and we will review it.
• Extended outages. If a paid feature is unavailable for an extended period, we may, at our discretion, return the affected generations to your balance or issue a partial refund. Get in touch if this happens.

Under the laws of some jurisdictions — the United Kingdom and the European Union among them — consumers have a statutory right to cancel a distance contract for digital content within 14 days, without giving a reason.

Because generations and private-build slots land on your account immediately on payment, completing a purchase is your express request for immediate supply and your acknowledgement that the 14-day right of cancellation is lost as soon as supply begins. Without that consent we cannot deliver a pack; if you do not wish to give it, do not complete the purchase.

Where you have not used the digital content — you bought a pack but no generations have been spent — and a non-waivable statutory cancellation right applies to you, you can still exercise it within the statutory window by contacting us as described below.

Please contact us before filing a dispute or chargeback with your bank or card issuer — most issues are resolved faster directly, and the charge you are disputing will show under our payment provider's name rather than ours. If a chargeback is filed, we may, at our discretion, suspend the account and freeze the remaining balance while the dispute is reviewed.

If we terminate or suspend your account for a breach of our Terms of Service or for unlawful conduct, any unused balance may be forfeited and no refund will be issued.

Email structmatic@gmail.com from the address registered to your Structmatic account. Include the approximate purchase date, which pack it was, and a short description of the issue. Refund requests are reviewed by a person, so nothing is returned automatically — please do get in touch.

We aim to process approved requests within 14 days of receiving them. Refunds are returned through the original payment method, and we charge no fee for the reimbursement, though your bank may take a few further business days to show it.

Nothing in this policy is intended to limit any non-waivable consumer rights you may have where you live. Where a statutory refund right applies and cannot be disclaimed, that right prevails over this policy.