Refunds and Billing Policy

This policy explains how billing, Credits, 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 and Credit amounts live on the pricing page; this page describes how the system works rather than the numbers.

1. Plans and Credits in brief

• Free includes a one-time grant of Credits at signup that never refreshes. Free plan diagrams are public: they appear in the community gallery and on share pages and cannot be made private.
• Paid plans include a monthly Credit allowance that refreshes each billing period, on monthly or annual billing.
• Credit packs are one-time purchases added to your balance immediately. Add-on Credits do not expire.
• Generation and editing consume Credits based on the size of the job; reads, exports, and helper operations are free. Unused monthly Credits roll over up to a plan-specific cap, and rolled-over Credits expire 30 days after the start of the next billing period. Credits are consumed in this order: bonus, rolled-over, monthly, add-on.
• Credits have no cash value and are not transferable. Outside the guarantee and the rights described below, Credits and fees are non-refundable.

2. No overage billing, ever

We do not do metered, postpaid, or overage billing, and there is no auto-recharge. When your balance is empty, billable requests are refused (the API returns HTTP 402) until your allowance refreshes, you buy a Credit pack, or you upgrade. A job that would exceed your remaining balance is capped rather than overdrawn. You cannot wake up to a surprise bill.

Billing also fails closed: if our metering systems are down, billable API calls are refused rather than run unmetered, and you are never charged for an incomplete result. A generation is charged only when its result is delivered to you.

3. Test-mode keys spend real Credits

dgz_test_ API keys are not a free sandbox. They draw down the same Credit balance as live keys; 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 its Credits, including any already used, are removed. 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 Credits are delivered 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 Credits, it may be reduced proportionately as the law allows. Nothing in this policy limits consumer rights that cannot be waived in your country.

7. Credit packs

Credit packs are delivered immediately and do not expire. A pack is refundable within 14 days of purchase if none of its Credits have been used; once any Credit from the pack is used, it is non-refundable except where Section 6 or applicable law provides otherwise.

8. Termination for cause

If we terminate your account for a material violation of the Terms or the Acceptable Use Policy, remaining Credits and 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.

9. 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.

10. 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.

11. Billing errors

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

Questions: support@diagrams.so.