Refund & Cancellation Policy

This policy explains cancellations and refunds for three clearly separate things — a cake you ordered from a Baker, a Baker's subscription to Spattoo, and AI Credits a Baker buys. Please read the part that applies to you. Capitalised terms have the meaning given in our Terms of Service.

Part 1 — Cakes and Cake Orders (Between You and the Baker)

Spattoo does not sell cakes and does not process, hold, or refund any payment for a cake.

• The 3D designer is a visualisation and enquiry tool. When you request or approve a quote, your order is a contract directly with the Baker, not with Spattoo.
• Any advance or payment for a Cake is made directly to the Baker, outside the Platform.
• Cancellations, changes, refunds, and disputes for a Cake order are governed entirely by the Baker's own policy and by your agreement with that Baker. Bakers may have their own rules (for example, non-refundable advances for custom cakes, cut-off times, or restocking terms).
• To cancel, change, or seek a refund for a Cake order, please contact the Baker directly. Spattoo cannot cancel a Cake order or issue a refund on a Baker's behalf.

If you have a dispute with a Baker, we encourage you to resolve it with the Baker. Spattoo is an intermediary and is not a party to the transaction (see Section 1 and Part C of the Terms of Service).

Part 2 — Baker Subscriptions (Between the Baker and Spattoo)

This part applies to Bakers who pay Spattoo for a subscription.

2.1. Cancellation

• You can cancel your paid subscription at any time from your billing settings or by contacting care@spattoo.com.
• Cancellation stops future renewals. Your plan remains active until the end of the current paid billing period, after which it will not renew.
• After cancellation, your storefront and designs may be retained for a limited period (currently 30 days) to allow reactivation or export, after which they may be deleted.

2.2. Refunds

• Subscription fees are generally non-refundable, including for partially used billing periods, except as required by law or as expressly stated below. When you cancel, you keep access until the end of the period you already paid for; we do not provide pro-rated refunds for the unused portion.
• The free plan involves no charge and no refund.

2.3. Discretionary refunds

We may, at our sole discretion, consider a refund in limited situations — for example, a duplicate charge, a proven billing error, or a verified failure of core paid functionality that we are unable to resolve within a reasonable time. To request one, email care@spattoo.com within 7 days of the charge with your account details and a description of the issue.

2.4. How refunds are made

Approved refunds are made to the original payment method via our payment processor (Razorpay) and are typically credited within 5–7 business days of approval, subject to the processor's and your bank's timelines. Taxes (GST) are handled in accordance with law.

2.5. Failed payments

If a renewal payment fails, we may retry the charge and may suspend or downgrade paid features after reasonable notice until payment is resolved.

2.6. AI Credits are separate

Credit packs are not part of your subscription and are not covered by this Part. See Part 3.

Part 3 — AI Credits (Between the Baker and Spattoo)

This part applies to Bakers who buy Credit packs. Credits are not part of a subscription: they are a separate, one-time purchase, so Part 2 does not govern them.

3.1. Credit purchases are final

A Credit pack is non-refundable once purchased. This includes:

• an unused or partly used balance — we do not refund Credits you have not spent;
• a balance remaining when you cancel your subscription, let it lapse, or close your account;
• a change of mind after purchase.

Credits are delivered to your account immediately when your payment succeeds, and can be spent straight away. That is why a purchase cannot be undone: unlike a subscription period, there is nothing left to stop.

3.2. What you keep

Purchased Credits do not expire. Spending them requires an active paid subscription, but they are not lost if it ends — your balance is preserved and is available again if you resubscribe. It is not refunded, and it does not by itself give you access to the Platform.

3.3. AI output is not a ground for a refund

A Credit is used when an AI action runs, whatever the result. AI features may produce output that is inaccurate, incomplete, or simply not what you wanted, and Credits are not refunded or restored because you were unhappy with the output — a Credit pays for the attempt, not for a particular result.

If an action fails on our side before producing any result, the Credits held for it are released back to your balance automatically. You are not charged for our failures.

3.4. What Credits are

Credits meter your use of certain AI features. They are not money: they have no cash value, are not a deposit or a prepaid payment instrument, cannot be transferred, sold, or exchanged, and cannot be redeemed for cash. See Section B8 of the Terms of Service.

3.5. When we will still look at it

Section 2.3 (discretionary refunds) applies to Credit purchases in the same way — for example a duplicate charge or a proven billing error. Email care@spattoo.com within 7 days of the charge with your account details and what happened.

Contact

For subscription billing questions: care@spattoo.com. For a Cake order: please contact the Baker directly.

See also our Grievance & Contact page.

Document History

Every published version of this document is retained and timestamped. The version currently in force is shown at the top of this page.