Refunds and Billing Policy

This policy explains how billing, cancellation, and refunds work at Diagrams.so, operated by RedHold LLC. It is part of our Terms of Service, which control if the two conflict. Current prices live on the pricing page; this page describes how the system works rather than the numbers.

1. Plans in brief

• There are two plans: Free at no cost, and a Paid plan billed monthly or annually.
• Generation is unlimited on both plans. There is no usage allowance, no balance, and no per-account cap on how many diagrams you create. The only limit is a per-minute request rate limit, which exists to keep the service responsive.
• The Paid plan differs in exactly two ways: exports carry no watermark, and .drawio export is available. Free plan exports are watermarked and cannot be .drawio.
• New diagrams start private on every plan. You can make any diagram public or private at any time, on either plan.
• Outside the guarantee and the rights described below, fees are non-refundable.

2. No overage billing, ever

We do not do metered, postpaid, or overage billing, and there is no auto-recharge. Your subscription price is the whole of what you pay: generation is unlimited and nothing you do in the product adds to the bill. You cannot wake up to a surprise charge.

3. Test-mode keys act on your real account

dgz_test_ API keys are not a sandbox. They read and write the same real account as live keys, creating, editing, and deleting real diagrams; the differences are a lower rate limit and a test-mode flag on your usage ledger. Treat test keys with the same care as live keys.

4. The 14-day money-back guarantee

If you are unhappy with your first purchase of a paid subscription, monthly or annual, email support@diagrams.so within 14 days of that first charge and we will refund it in full. The guarantee applies once per customer, to the first subscription purchase on your account. Refunds go back to your original payment method, typically within 10 business days. When a refund is issued, the subscription ends and the account returns to the Free plan. Repeated signup-and-refund cycles are abuse and may be refused under the Acceptable Use Policy.

5. Cancellation and renewals

• Cancel any time from account settings or the billing portal. Cancellation stops future renewals, you keep access through the end of the period you paid for, and no partial refund is issued for the unused remainder beyond Sections 4 and 6.
• Subscriptions renew automatically until cancelled. Renewal terms are disclosed at checkout and in your receipt, and you can always cancel online, with no phone call or chat required.

6. EU, EEA, and UK consumers: 14-day withdrawal right

If you are a consumer in the EU, EEA, or UK, you have a statutory 14-day right of withdrawal from purchases of digital services. At checkout you consent to immediate delivery and acknowledge that the withdrawal right ends once the paid plan is active and usable. If you withdraw before then, email support@diagrams.so within 14 days of purchase; no special form is required. Where a refund is due and you have already used the paid plan, it may be reduced proportionately as the law allows. Nothing in this policy limits consumer rights that cannot be waived in your country.

7. Termination for cause

If we terminate your account for a material violation of the Terms or the Acceptable Use Policy, prepaid periods are forfeited without refund, except that the Section 4 guarantee still applies within its window. If we discontinue the paid service for reasons other than your breach, we will refund the unused portion of prepaid fees pro rata.

8. Chargebacks

Contact us before disputing a charge; most billing problems are fixable within days. If you open a chargeback while continuing to use the service, we may revoke API keys and block sign-in until it is resolved. We answer every dispute with our usage and billing records. Fraudulent chargebacks violate the Terms.

9. Taxes

Prices exclude taxes unless the checkout says otherwise. Where we are required to collect sales tax, VAT, or similar, it is added at checkout based on your billing details, which you are responsible for keeping accurate.

10. Billing errors

If we mischarge you, tell us within 60 days of the charge and we will correct it with a refund or a billing adjustment, your choice where feasible. This does not shorten any longer period the law gives you.

Questions: support@diagrams.so.