Refund Policy

The Short Version

What you bought decides what applies. There are four kinds of purchase on this site and the rules are genuinely different for each, so this page is organised by what you paid for rather than by legal heading.

Nothing on this page limits rights you have under the consumer law of your own country. Where that law gives you more than this policy does, it wins. Specific statutory rights are set out at the end.

Memberships

Two things to know about that window:

• It covers a first membership payment. It does not run again on each renewal, and it does not reset if you cancel and come back later to take out a second membership.
• Using the service during those 14 days does not cost you the refund. If you exported files and then decided the membership was not for you, you still get the money back. Licences for anything you exported in that period stay valid.

Renewals

A renewal payment is not refundable on its own, because you can stop it before it happens. A membership renews automatically until you cancel, we email you before each renewal, and cancelling takes effect at the end of the period you have already paid for. You keep access for the rest of that period.

If a renewal caught you out, write to us anyway. We would rather look at it than have you dispute the charge with your bank.

When We Refund a Membership Without Being Asked

• We close the service or discontinue your tier. We refund the unused part of the period you paid for, pro rata.
• We end your membership for a reason that is not your fault. Same pro-rata refund.
• A paid feature is unavailable for more than 72 consecutive hours. You choose: an extension of your period by the time lost, or a pro-rata credit.
• We charged you twice for the same period. We refund the duplicate.

We do not refund a membership for an outage shorter than that, or for an interruption caused by something outside our control. The full terms are in the Service Availability section of our Terms and Conditions.

Changing Tier

Moving up a tier is charged immediately for the difference, prorated to the days left in your period. Moving down takes effect at the end of the current period, and nothing is refunded for the part of the period you have already used at the higher tier. That is a change, not a return.

Digital Files Bought from the Shop

Mockups, 3D models and other files bought individually are final once the download has been accessed. The reason is plain: there is no way to return a file. Once it is on your machine, you have what you paid for, and we cannot take it back.

So the following are not grounds for a refund:

• changing your mind after downloading;
• buying the wrong item, or an item you already owned, after downloading it;
• the file not suiting your project, where it matches its description and preview;
• not having the software the listing says is required, or not knowing how to use the file;
• not liking the look of something that was shown accurately before purchase.

When Something Is Actually Wrong

We refund, or replace, where the problem is ours:

• The file is corrupt or incomplete and we cannot deliver a working copy.
• The file is materially not what was described or shown in the previews.
• A significant defect stops it working as described and we cannot fix it within 7 days of you telling us.
• You were charged twice for the same item on the same account.

Tell us within 7 days of the purchase, at hello@gridandglow.com, with your order number and enough detail for us to reproduce the problem: what you opened the file in, what happened, and a screenshot if there is something to see. We will try a replacement first, because usually that is what you actually want. If a replacement will not fix it, we refund.

Free Files

There is nothing to refund on a free download, but the rest still applies: if a free file is broken, tell us and we will fix it.

Custom Services

Custom work is different from a file: it is time that has already been spent, and it cannot be resold to anybody else. The refund therefore depends on how far the work has gone when you stop it.

The halfway point is not a matter of opinion. It is recorded in your order: the brief, the stages agreed, and the files delivered against them. You can see that record in your account at any time, and we will show you exactly what it says if a cancellation is ever in question.

Two further points:

• Extra work added later is charged separately and is not refundable once it has been done.
• Revisions within the agreed scope are part of the service, not a reason for a refund. If a delivery is wrong, tell us and we will correct it.

GridPack Studio

Access to the Studio comes with a membership, so the membership rules above are the ones that apply: 14 days on a first payment, cancel any time to stop renewals.

Two things specific to the Studio:

• An export is not a separate purchase. Exports are counted against what your tier includes. Using them up is not a ground for a refund of the membership, and an unused allowance is not refunded in cash at the end of a period.
• Production costs are not covered. The Studio generates dielines and models from the measurements you give it. Thickness, allowances and tolerances vary by material and by converter, so you have to proof the output with your printer before you commit to a run. If a print run goes wrong on an unproofed file, we are not able to refund the printing.

Purchases Made at a Member Discount

If you bought something at a member price, the discount changed the price and nothing else. The refund rules are the ones for that kind of purchase, applied to what you actually paid.

• A refunded file bought at a member price is refunded at the price you paid, not the full list price.
• If your membership is later refunded under the 14-day rule, purchases you made at the member price are not reversed and not re-priced. You keep them at what you paid.
• A discount does not shorten or extend any window on this page.

How to Ask

Email hello@gridandglow.com. Put the order number in it. For a fault, tell us what went wrong and what you were doing when it did, and attach a screenshot if there is something to see.

If we turn a request down, we will tell you which part of this policy it falls under and why. If you think we have it wrong, reply and say so. A person reads it.

Chargebacks

If you raise a dispute with your bank before contacting us, we have to answer the bank rather than you, which takes weeks and usually ends with nobody satisfied. While a dispute is open we may suspend access to the account and to what was bought with it.

Write to us first. If the charge is genuinely wrong, we refund it faster than the bank will.

None of this stops you disputing a payment you did not authorise. If you think someone else used your card, go to your bank straight away and tell us too.

Your Rights Under Local Law

This policy sits on top of the law where you live, and does not replace it.

European Union

Consumers in the EU normally have 14 days to withdraw from a distance contract. For digital content delivered immediately there is an exception, but it only applies where you expressly agreed to immediate delivery and acknowledged that doing so ends the withdrawal right. Where that consent was not properly taken, the 14-day right stands and we will honour it.

For memberships, the 14-day refund on a first payment described above meets and exceeds that right.

United Kingdom

The same structure applies under the Consumer Contracts Regulations: a 14-day right to cancel, with an exception for digital content where performance began with your express consent and acknowledgement. The Consumer Rights Act separately entitles you to a repair, replacement or refund where digital content is faulty, not as described, or not fit for purpose, and nothing here limits that.

Brazil

The Consumer Protection Code gives a 7-day right of regret on distance purchases. For digital content delivered immediately we rely on the same immediate-performance exception, and as with the EU we will honour the right where that consent was not properly taken.

United States

Where state law gives you a right to cancel a subscription or to a refund that is broader than this policy, that law applies. Californian subscribers in particular may cancel at any time and are entitled to the notices the Automatic Renewal Law requires.

Changes to This Policy

We may update this policy. A change applies to purchases made after it takes effect, never retroactively to something you have already bought. Where a change materially reduces what this policy gives you and you hold a membership, we give 30 days' notice by email first, and you may cancel in that period with a pro-rata refund.

The date at the top of this page is when it last changed.

Contact

Grid&Glow LLC
Portland, Oregon, United States
Email: hello@gridandglow.com
Website: gridandglow.com

Related documents: Terms and Conditions, Privacy Policy, Licence Types.