Refund policy

Try it first, pay later

Every new account starts with a 14-day trial and a handful of free simulations — no card, no charge. The trial is there so you decide before you pay, which makes most refunds unnecessary: if the service is not for you, you never get billed. What follows covers the cases where a charge did happen.

Who charges and who refunds

CarFlex Studio is operated by Nobiliti S.A.S., tax ID 902.081.249-5. Prices are in US dollars and the charge is made by Lemon Squeezy, which issues your invoice, applies your country’s sales taxes and is what actually moves the money on a refund. We approve the refund; Lemon Squeezy processes it back to the original payment method. Purchases made in the Android app from Google Play are charged by Google; how those are refunded is under “Where purchases happen” below.

You can ask either way: email us at info@carflexstudio.com or reply to the invoice your provider sends you. Emailing us is faster, because we can see your account.

When we refund

• First charge, within 14 days. If you just moved from the trial to a paid plan and within 14 days of that first charge you decide it is not for you, we refund 100%, as long as you have not used more than 10% of that plan’s monthly simulation quota. Past that point the service has been delivered.
• Duplicate or wrong charge. A repeated charge, a charge for a plan you did not buy, or a charge after a cancellation took effect is refunded in full, no conditions, no matter how long ago it happened.
• An outage that was our fault. If a sustained failure on our side kept you from working, we refund the affected days, in money or as account credit — your choice.
• A material change to the terms. If we change the terms, you do not accept the new version and you cancel before it takes effect, we refund the unused part of the period.

When we don’t

• Months already running. You can cancel any time, with no lock-in, but cancellation takes effect at the end of the period you paid for: we do not prorate a period that already started. The monthly quota resets each cycle and does not roll over, so unused quota is not refunded in cash.
• An annual plan, mid-year. Outside the 14-day window on the first charge, an annual plan is not refunded pro rata. It runs to its renewal date.
• Packs you started using. A simulation top-up pack is refunded in full if you have spent none of it and you ask within 14 days of buying it. Once you start using it, no.
• Results you did not like. The model is not deterministic and we say so up front: a simulation that came out differently from what you pictured is an outcome of the service, not a failure of it. A simulation that actually fails is a different matter — see below.
• Accounts suspended for breaking the terms. Altering someone else’s vehicle image without permission, impersonating someone, or reselling access suspends the account with no refund.

A failed simulation is never charged

If generation fails, or the model refuses the request under its content rules, the credit goes back to your quota automatically. That is not a refund and you do not have to ask for it: it happens on the spot. If you see a failure that did burn quota, write to us and we will fix it.

Mind the batches: a comparison spends one image per wheel you fit, and those do count. If a batch dies halfway, the quota comes back for the ones that never rendered, not for the ones you already saw.

Timing

We answer every request within 5 business days. Once approved, the provider normally issues the refund in 5 to 10 business days back to the original payment method; how long it then takes to show on your statement is up to your bank, and on a credit card it can land on the next billing cycle. Refunds are made in US dollars for the amount charged: currency conversion differences and fees your own bank charges are outside our control.

If you think a charge is wrong, write to us before opening a chargeback with your bank. A chargeback freezes the account while the provider resolves it, and we would almost always have returned the money sooner.

Where purchases happen

CarFlex Studio subscriptions are bought at carflexstudio.com, through Lemon Squeezy, or inside the Android app downloaded from Google Play, where plans and packs are paid with your Google account at the same prices. The iPhone app sells nothing, and the Android app installed from outside Google Play does not charge inside the app: payment happens at carflexstudio.com, just as on the web.

Purchases made in Google Play are charged by Google. You can ask Google Play for the refund directly or write to us: the conditions on this page apply all the same, and when a refund is due we issue it ourselves through Google Play, back to the same Google account. A Google Play subscription is cancelled in Google Play, and what you already paid for runs to its end date.

If you buy from Colombia

None of the above cuts into rights your local law gives you. In Colombia, article 47 of Law 1480 of 2011 grants a right of withdrawal within five (5) business days of a distance purchase when performance has not begun, and article 51 allows you to request a payment reversal in cases of fraud or a service not delivered. Our 14-day window is wider than that minimum, but the statute applies all the same if you would rather rely on it.

Changes and contact

We may update this policy; we change the date above and, when the change matters, we email account holders. Each request is handled under the version in force on the day of the charge being disputed. This policy is part of the terms of service.

Write to info@carflexstudio.com from your account email, with the date and amount of the charge and what happened.