Refund Policy

Overview

This Refund Policy applies to paid Editorial Diagram purchases, including the Starter Pack one-time purchase and the Pro Pass monthly subscription. It should be read together with our Terms of Service. Any non-waivable rights under applicable consumer-protection law remain unaffected.

When to request a refund

Please submit a request within 14 calendar days of the charge. We review each request using the order or subscription record and, where relevant, the amount of credits used and the paid features accessed.

Refunds may be approved in the following situations:

• You were charged more than once for the same purchase or were charged an incorrect amount.
• A paid purchase was successfully charged but could not be activated because of a material technical problem that we could not reasonably correct.
• An initial Starter Pack or Pro Pass purchase was made by mistake, provided that none of the purchased credits have been used and no paid-only feature or export has been used.
• A charge was unauthorized. We may ask for information needed to investigate the account and payment record.

An approved refund normally covers the eligible charge in full. We do not provide prorated refunds for part of a billing period unless required by applicable law or approved as an exception.

When refunds are not available

Refunds are generally not available for:

• Credits that have already been consumed, exported, or otherwise used to access a paid feature.
• A Starter Pack after any of its credits or paid-only benefits have been used. Starter Pack credits otherwise do not expire.
• Pro Pass credits that were unused but reached the end of their monthly billing period. Pro Pass credits are period-limited and do not roll over.
• A Pro Pass period after you have used its credits or paid-only benefits, including a renewal period. You can cancel from Settings → Billing to stop future renewals; cancellation does not itself refund the current period.
• Change of mind, dissatisfaction with output that was available as described, failure to use the service, or inability to use a feature because of an unsupported input or prohibited content.
• Fees charged by a bank, card issuer, payment provider, currency conversion service, or other intermediary, except where the fee resulted from our error.

We may also refuse a request involving abuse of the service, fraud, a violation of the Terms of Service, or repeated refund requests that indicate misuse. We will not use this policy to limit rights that cannot legally be waived.

How to request a refund

Signed-in users should open Settings → Support tickets and create a ticket with a subject beginning with “Refund Request”. If you cannot sign in, email support@editorialdiagram.com with the subject “Refund Request”.

Include:

• the account email address;
• the order number or subscription number;
• the purchase or charge date;
• the reason for the request; and
• any relevant payment-provider transaction ID or screenshot, with payment details redacted.

Do not send full card numbers, security codes, passwords, or other secrets.

Review and processing time

We generally acknowledge a complete request within 2 business days and provide an initial decision within 5 business days. If we approve the refund, we submit it to the original payment method. The payment provider may take an additional 5–10 business days to show the funds, depending on the provider and financial institution.

If a refund is approved for a purchase that granted credits or subscription benefits, we may revoke or deduct the related unused or used value as permitted by the Terms of Service and applicable law. For a refunded Pro Pass purchase, we may also cancel the related subscription and stop future renewals.

Contact

For refund questions, contact support@editorialdiagram.com or use the support-ticket process above.