Refund Policy

Alcovia, Inc. ("Company," "we," "us") is committed to ensuring your satisfaction with the Alcovia platform. This Refund Policy outlines the circumstances under which refunds may be issued for purchases made through the Service. By using the Service and making purchases, you agree to the terms of this Refund Policy.

Your first project on Alcovia is provided free of charge. No payment information is required to complete your first project. This allows you to evaluate the Service before making any financial commitment. The free first project includes all features available at the Core tier level.

After your free first project, the Service operates on a per-project usage-based pricing model. You are charged only when you generate a project file. Current pricing tiers are:

• Core: $49 per project file — includes 3D scanning, AI design modifications, photorealistic renders, and PDF presentation export
• Growth: $199 per project file — includes everything in Core plus full room measurements, material takeoff reports, and instant estimate generation with custom price lists
• Enterprise: Custom pricing — contact our sales team for volume discounts and custom feature arrangements

Refunds may be issued under the following circumstances:

• Technical Failure: If the Service fails to produce a usable output due to a technical error, bug, or system malfunction attributable to the platform (not to user error, device limitations, or environmental conditions during scanning), you are eligible for a full refund of the project fee
• Duplicate Charges: If you are charged more than once for the same project file due to a payment processing error, the duplicate charge(s) will be refunded in full
• Unauthorized Charges: If charges were made to your account without your authorization (and you report the unauthorized activity within 30 days), we will investigate and issue a refund if the charge is confirmed to be unauthorized
• Service Outage: If a confirmed, extended service outage (exceeding 24 continuous hours) prevents you from accessing or completing a project for which you have already been charged, you may request a refund

Refunds will generally not be issued in the following situations:

• Dissatisfaction with AI-generated design aesthetics, style choices, or creative output — the AI generates designs based on your inputs, and subjective design preferences are not grounds for a refund
• Inaccuracies in measurements or material takeoffs that fall within the stated tolerance ranges of the AI estimation system
• Issues caused by poor scanning conditions (insufficient lighting, obstructed spaces, device limitations, or user error during the scanning process)
• Failure to read or understand the AI-generated content disclaimer before using the Service
• Changes of mind after a project file has been successfully generated and delivered
• Account termination due to violations of the Terms of Service or Acceptable Use Policy
• Enterprise customers with custom contracts — refunds are governed by the terms of the individual enterprise agreement

To request a refund, please contact our support team at [email protected] within 14 days of the charge. Your refund request should include:

• Your account email address
• The project ID or transaction ID associated with the charge
• A description of the issue and the reason for your refund request
• Any supporting documentation, such as screenshots of errors or failed outputs

We will review your request and respond within 5 business days. If your refund is approved, the credit will be applied to your original payment method within 10 business days.

Approved refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available (e.g., expired credit card), we will work with you to identify an alternative refund method. We do not issue refunds in cash, check, or cryptocurrency.

In certain situations where a full refund is not warranted but the user experience was materially impacted, we may offer account credits that can be applied to future project purchases. Account credits are non-transferable, have no cash value, and expire 12 months from the date of issuance.

We encourage you to contact us directly to resolve any billing disputes before initiating a chargeback with your payment provider. Initiating a chargeback without first attempting to resolve the issue with us may result in suspension of your account pending investigation. We reserve the right to dispute chargebacks that we believe are unwarranted.

We may update this Refund Policy from time to time. Material changes will be communicated via email and posted on our website. The updated policy will apply to purchases made after the effective date of the change.

For refund requests or questions about this Refund Policy, please contact us at:

Alcovia, Inc.
Email: [email protected]
General inquiries: [email protected]