Refund Policy

This Refund Policy sets out when and how FLOOR 1 LTD (trading as Floori) issues refunds for the Floori Service. It is designed to be reasonable for customers and consistent with Stripe's published guidance for digital and AI services. By using the Service you agree to this Refund Policy.

1. At a glance

• Subscription cancellation: take effect at end of period, no pro-rated refund for the current period.
• Untouched one-time credit packs: refundable to the original payment method within 14 days of purchase.
• Consumed credits: not refundable.
• Promotional, gifted or bonus credits: not refundable.
• AI output complaints: handled first by re-generation or credit top-up, not by automatic monetary refund.
• Statutory rights (e.g. EU/UK consumer rights) are unaffected by anything in this policy.

2. Subscriptions

Subscriptions are billed in advance for the period you choose (monthly or annually). You may cancel your subscription at any time from Billing or the Stripe customer portal. When you cancel:

• You keep access to the plan you paid for until the end of the current billing period.
• We do not refund unused days within the current period.
• Subscription credits granted at the start of the period expire when the period ends.

If your subscription was charged in error, was duplicated, or you can show that you never received access, contact support@flooronepro.com within 14 days of the charge and we will investigate and refund where the evidence supports it.

3. One-time credit packs

One-time packs (Small / Medium / Large) are refundable to the original payment method within 14 days of purchase, provided no credits from that pack have been consumed. Pack credits are consumed on a first-issued-first-used basis. We will refund the pro-rated value of any unused credits if and only if no credits from the same pack have been used in the 14-day window.

Pack credits roll over while your account is active and do not expire for the lifetime of an active account. If you close your account, outstanding pack credits are forfeited. Credits cannot be transferred between accounts.

4. AI output complaints

Because AI material previews are creative renders that depend on the photos and brief you provide, dissatisfaction with the visual result is not, on its own, a basis for a monetary refund. If you are not happy with a particular Output, we will (in this order):

1. Ask you to re-run the brief with refined inputs (no charge for chat, minor charge for additional renders).
2. Top up your account with credits equivalent to the disputed render if the failure was due to a clearly broken pipeline (for example: corrupt output, wrong surface targeted, audit log shows credit consumption with no successful delivery).
3. Refund the credit pack (within 14 days, untouched-pack rule above) where the issue cannot be resolved by re-generation or credit top-up.

AI Outputs are not refundable on the basis that the rendered material does not match the eventual physical sample. AI previews are decision aids; please order real samples before purchase.

5. How to request a refund

Email support@flooronepro.com with:

• The email address attached to your account.
• The Stripe receipt or invoice number (e.g. cs_... or in_...).
• The date and amount of the charge.
• A short description of why you are requesting a refund.

We aim to respond within one working day and to issue an approved refund within seven business days. Once Stripe processes the refund, the time it takes to appear on your statement depends on your bank (typically 5 to 10 working days).

6. Failed refunds

If your card has expired or been cancelled, your bank may return the refund to us. We monitor Stripe's refund.failed events. When a refund fails we will contact you by email within 48 hours and agree an alternative method (typically a credit top-up to your account, or a manual transfer to a current card you nominate).

7. Chargebacks and disputes

Please contact us before filing a chargeback. We can usually resolve the issue within a working day, and chargebacks add cost for everyone. If you do file a dispute, we respond by submitting evidence: the order, our Terms, this Refund Policy, the AI Disclaimer, the credit consumption ledger for your account, and the customer-support thread. For digital services we do not include shipping evidence.

8. Statutory rights

EU and UK consumers have a 14-day cooling-off period for distance contracts. This applies to one-time credit packs that you have not started to use. Once you start using a pack (i.e. you spend a credit from it) the right of cooling-off ends, because you have expressly requested the digital service to begin. Nothing in this Refund Policy limits any statutory right that cannot be excluded under applicable law.

9. Changes

We may update this Refund Policy. The current version is always available at flooronepro.com/legal/refund-policy.

Contact: support@flooronepro.com.