Last updated: September 15, 2025
This Refund Policy explains when HotelMapping.ai (“we,” “us,” “our”) issues refunds for purchases of subscriptions and/or credit packs for our hotel/room mapping services (the “Service”). It applies in addition to our Terms of Use and any mandatory consumer rights under applicable law.
Payments may be processed by third parties such as Paddle.com acting as Merchant of Record (MoR) or other providers (e.g., Lemon Squeezy). Where Paddle acts as MoR, Paddle is the seller of record and may administer consumer requests and statutory withdrawals for the transaction. In such cases, Paddle’s buyer terms and refund processes also apply.
Access to the Service and/or allocation of credits is a digital service that begins when we provision your account, deliver credits, or start processing at your request. Except as set out below (and subject to non-waivable consumer rights), purchases are non-refundable.
We may issue a full or partial refund when any of the following occurs:
Accidental duplicate charge for the same product/account.
Unauthorized/ fraudulent charge (we may require documentation and will suspend the impacted account).
Technical failure / non-delivery where you could not access the Service or credits due to an issue on our side and we cannot resolve within a reasonable time.
Incorrect plan/quantity purchased and no material use has occurred (e.g., no mapping runs or negligible test actions) and you contact us within 7 days of purchase.
Billing error caused by us or our payment provider.
For subscriptions renewed automatically, you can cancel anytime to stop future billing. Unless one of the conditions above applies, we do not pro-rate or refund partial billing periods.
Cancellation. Cancel in-app before renewal to avoid the next charge. Your access continues until the end of the paid term.
Refunds after renewal. Not provided, unless covered by §3 or required by law.
Plan changes. Upgrades take effect immediately; downgrades take effect at next renewal.
Credits are consumed by processing actions (e.g., per row/selection) and may expire per your plan terms. Credit packs are non-refundable once any material portion is used, except for §3 events or where required by law.
If you are a consumer in a jurisdiction granting a right of withdrawal (e.g., EEA/UK), you generally have 14 days from purchase to withdraw from a digital service unless you:
(i) asked us to start the service immediately, and
(ii) acknowledged you would lose the withdrawal right once performance begins.
Our checkout may capture this consent; if so, once access is provided or processing starts, the statutory withdrawal right may no longer apply. This section does not limit any non-waivable rights you have under local law (including Türkiye consumer law).
Email support@hotelmapping.ai from your account email and include:
Order ID and date,
Payment provider (e.g., Paddle),
Reason for the request,
Any relevant screenshots or error messages.
If Paddle is MoR, you may also contact Paddle Buyer Support using the details from your receipt. We recommend contacting us first so we can help quickly.
We aim to acknowledge requests within 3 business days and, if approved, issue refunds within 10 business days to the original payment method. Bank processing times and currency conversion are outside our control.
Please contact us before initiating a chargeback—most issues can be resolved quickly. Accounts may be suspended during chargeback investigation.
We may decline or limit refunds in cases of abuse (e.g., repeating heavy use followed by repeated refund requests, policy evasion, or ToS violations).
We may update this Policy from time to time. Material changes will be communicated in-app or via email.
Contact: support@hotelmapping.ai
