Refund Policy

Illusio 3D — illusio3d.com and the builder at app.illusio3d.com

The short version

If you haven't used any credits from a pack, you can get a full refund within 14 days of buying it, no reason needed. Once credits are spent, that part isn't refundable — the export it paid for has already been delivered. Write to [email protected] to ask.

What's actually sold

Illusio 3D itself is free to use. Nothing about opening the app, designing a scene, or exporting a still image costs anything or requires an account.

What you can buy is a credit pack — a one-time purchase, not a subscription. Its credits pay for clean (unwatermarked) video exports, and for 12 months from purchase it unlocks unlimited watermarked video, keeping projects in the cloud, and commercial-use rights to what you export (a still is free to export either way, but only free to use commercially while a pack's 12 months are running). The full terms are in Terms of Service §7. A Team licence exists too, but it isn't sold through checkout; it's arranged directly and its own terms are agreed at that point, so this refund policy doesn't cover it — ask us directly if a question comes up about one.

Requesting a refund

Write to [email protected] with the email address you bought under and, if you have it, the date of purchase. We aim to reply within a few days.

• Unused pack, within 14 days of purchase: full refund, no reason needed.
• Unused pack, after 14 days: not refundable by default, but write to us anyway — we'd rather hear from you than have you feel stuck with something you don't want.
• Partially used pack, within 14 days of purchase: the spent portion isn't refundable, since the export it paid for has already happened — but the unused remainder is, on the same 14-day clock as the rest of the pack. That clock runs from when you bought it, not from your last export, so it doesn't restart or extend just because some credits sat unused longer than others.
• Partially or fully used pack, after 14 days: the spent portion was never refundable; any unused remainder follows the same answer as an untouched pack past 14 days — not refundable by default, but write to us anyway.
• A credit spent because of a fault on our side — a failed export that still charged you, for example — isn't something you should be out of pocket for. Tell us and we'll put it right. This is handled by hand, not automatically: nothing in the app currently reverses a charge on its own.

Who actually processes it

Paddle.com is the Merchant of Record for every purchase — the seller you're actually transacting with, and who your card statement shows a charge from. A refund we approve is issued by Paddle back to your original payment method — but Paddle's own policy also lets them issue a refund on a discretionary basis, or wherever a statutory withdrawal or refund right applies, independently of us. You're never limited to asking us first: you can go directly to Paddle at https://paddle.net at any time. See Paddle's own Buyer Terms at https://www.paddle.com/legal/buyer-terms and Refund Policy at https://www.paddle.com/legal/refund-policy.

Chargebacks

A chargeback is a dispute you file with your own bank or card issuer, and since Paddle is the Merchant of Record, that dispute is actually handled by Paddle's own customer support, not us — they're the ones who process it with your bank.

That said, it's usually fastest to write to us first if something's wrong: [email protected]. We can usually sort out a refund faster than a formal dispute takes.

Your statutory rights

If you're in the EU/EEA, this policy is offered on top of your statutory rights, not instead of them — see Terms of Service §7 for how the Consumer Rights Directive's 14-day withdrawal right applies to a purchase that's delivered immediately, which credits are.

Questions

[email protected] — for anything this page doesn't answer.