Request a full refund within 7 days of successful payment if you have not used the paid benefits of that purchase. Different rules apply to billing errors and service problems. Your statutory rights always apply.
1. Your consumer rights
Nothing in this policy limits rights or remedies under the Australian Consumer Law or other applicable mandatory law. The 7-day window and unused-benefit conditions apply only to our voluntary change-of-mind offer. They do not limit claims about faulty services, misleading descriptions or billing errors, including after a Pass expires. See the ACCC's consumer rights guidance.
2. What you purchase
Passes are one-time payments, with no subscription or automatic renewal. A new Pass begins when payment succeeds. An extension at the same plan level adds time from the current expiry date. An upgrade activates the higher plan when payment succeeds and adds the purchased duration to any remaining Pass time. A purchase after expiry starts a new period when payment succeeds.
You purchase access for the stated period and plan limits, rather than a guaranteed property measurement, professional report or particular planning outcome. Please try the available free tools and check the plan description before purchasing.
3. Our 7-day change-of-mind offer
We will refund the amount paid for a purchase if you contact us within 7 days (168 hours) of successful payment and have not actively and successfully used the paid features, capacity or access period added by that purchase before requesting the refund. Please stop using those benefits while we assess the request. Normal passage of time during the review does not make an otherwise eligible request late.
For a new Pass, paid use includes actively and successfully saving or reopening a cloud project, obtaining a result from paid furniture-clearance tools, importing usable product details, saving an item in My furniture, or creating or editing a design with paid Space Designer tools. A single successful use qualifies as use; this is not an unlimited-use trial. Creating an account, signing in, browsing, using free features, automatic background actions or unsuccessful attempts do not count.
A successful use must produce an actual result, such as a saved project that can be reopened or product details available for planning. Clicking a button or deducting an import allowance alone does not establish successful use. We assess the relevant purchase using available service records and your explanation, rather than relying on sign-in records alone. A result with a service defect can still be assessed under section 5.
For a same-plan extension or renewal, time and features already covered by an earlier purchase do not count as use of the new purchase. The new purchase remains eligible within the 7-day window if the additional period has not begun, or if it has begun but you have not successfully used paid features during it.
For an upgrade, eligibility requires that you have not successfully used the newly unlocked features or higher limits, and have not used paid features during the additional purchased period. Continued use of benefits still covered by your previous Pass does not by itself make the upgrade ineligible.
This offer also applies to discounted purchases. We assess the relevant purchase, not unrelated earlier account activity.
4. Billing errors and access not delivered
If we verify an unintended duplicate payment or an overcharge, we will refund the duplicate or excess amount. An intentional additional Pass purchase is assessed as an extension or upgrade, rather than a duplicate charge.
If payment succeeds but the purchased access does not activate, contact us with your payment reference. If we cannot deliver that access within a reasonable time and none of the purchased benefits has been supplied, we will provide a full refund. You may instead agree to restored access with the lost time replaced. This does not delay a remedy you are already entitled to choose by law.
5. Problems with the paid service
Contact us if a paid feature fails, advertised functionality is missing, or an outage prevents use. We assess the impact on the purchased service, including problems with supported product imports or saved projects.
For minor service failures, we will remedy the problem without charge within a reasonable time. For major failures, you may choose cancellation and the refund required by law, or retain the service with compensation for reduced value. Other remedies can apply when a problem is not fixed within a reasonable time, including compensation for qualifying loss. A service refund depends on what was supplied properly; it is not automatically limited to unused days. See ACCC guidance on service remedies.
Where appropriate, we can offer replacement access time or reprocessing with your agreement. These options do not replace a monetary remedy you are entitled to choose.
6. When we do not normally offer a change-of-mind refund
Outside section 3, we do not normally refund a functioning service because a project finishes early, your plans change, you use only part of a Pass, or you forget to use it. We do not normally convert a used longer Pass into a shorter Pass or refund the remaining days for those reasons.
FloorSQ's estimates depend on source-plan quality, calibration and user review. Imported furniture information also needs checking against the retailer's details. A result needing an ordinary manual correction, an unsupported retailer link, or an expectation of survey-grade accuracy does not by itself establish a service failure where relevant limitations were clearly explained before purchase and the service performs as described. Actual defects, misleading claims and failures of supported features are assessed under section 5.
7. How to request a refund
Email info@floorsq.com.au with the subject FloorSQ refund request. Include your account email, receipt or payment reference, purchase date, and a short explanation. For technical problems, include an error message or job/project reference if available. Please do not send passwords or full payment-card details. We will ask for an image only if needed to investigate.
We aim to respond within 3 business days and submit approved refunds within 5 business days of approval. If more investigation is needed, we will explain what is outstanding and when you can expect an update. These are service targets, not guaranteed bank-arrival dates. If you disagree with our decision, reply and ask for a review; this does not restrict external remedies.
8. Refund amount and payment method
A full purchase refund returns the amount actually paid after discounts, including tax collected for that purchase. A partial refund includes the corresponding tax adjustment. We do not deduct a FloorSQ administration fee or payment-processing fee from an approved refund. Separate compensation rights are unaffected.
We submit refunds through Stripe to the original payment method, in the original payment currency. Card refunds generally appear about 5–10 business days after submission, depending on the bank. Some appear as a reversal of the original charge. If a refund fails, we will contact you to arrange a suitable alternative. See Stripe's refund guidance.
9. Access and saved projects after a refund
When a full purchase refund is processed, the benefits and time supplied by that purchase end. For an extension or upgrade, we adjust the plan and expiry to reflect the refund while preserving other valid purchases. We will tell you the resulting access level and expiry. A partial refund does not automatically cancel all paid access; we explain any agreed changes.
A refund is not an account-deletion request. If you no longer have the required plan, paid tools or cloud-project access may become unavailable. Saved information continues to be handled under our Privacy Policy and applicable retention rules. Where practical, we will help you preserve your work before access changes.
10. Changes to this policy
We will publish updates with an effective date. Changes will not retrospectively reduce the refund terms attached to an existing purchase. Mandatory consumer rights continue to apply.