Refund policy

Last updated 2026-11-02

14 days, for any reason

Your payment is refundable in full within 14 days of purchase — a Home Pass or a photo top-up. You do not need to give a reason. Paddle.com, the Merchant of Record for our orders, processes every refund.

How to ask

• Use the link in the receipt email from Paddle (our reseller), or go to paddle.net and look up your order; or
• email support@floorplantohome.com from the address you bought with, with the order number from your receipt. We reply within 2 business days.

What happens

• Paddle.com, the Merchant of Record for our orders, processes the refund to the payment method you used, in the original currency. Taxes charged are refunded with it.
• A refund first shows as in progress while Paddle approves it. Your bank may take 5–10 business days to show it after that.
• When the refund is approved, a refunded Home Pass ends and the home returns to the free plan; a refunded top-up removes its 10 photos from your allowance. Photos you already downloaded remain yours.

After 14 days

Purchases are not refundable after 14 days, except where the law gives you a right to a refund or the service did not work as described — then write to us and we will make it right.

Our failures are on us

A render or plan reading that fails on our side never uses your allowance, so you do not need a refund for it.