SITEDIA
Refunds
October 2, 2026
Refund amounts
Within 7 days of payment, if you have not used any Pro feature, we refund the full amount.
If you have used a Pro feature, or more than 7 days have passed, we refund the unused days: amount paid × days remaining ÷ total days in the pass, rounded down to the cent. Days remaining are the whole days left in the pass period. A pass that has not started yet, because it follows another pass, counts all its days as remaining.
Using a Pro feature means that after the payment you did any of the following: saved an SVG; changed colors, category toggles or the background color; opened the Details window (including Breakdown) or the Context map; used Building mass (3D view or GLB, 3DM, SKP files); downloaded a DXF; or ran the Sun & shadow, Wind or Thermal comfort simulations.
If the service differs from how it was described or advertised, or is not provided as agreed, you can cancel within 3 months of receiving the pass and within 30 days of when you found out, and we refund the full amount.
Common situations
| Situation | What we do |
|---|---|
| Duplicate charge | Refund the duplicate |
| Paid, but Pro access not added | Confirm the payment and add access. Refund the period you could not use |
| Service outage or failure to provide the service as agreed | Extend the pass or refund |
| Canceling during the pass period | Refund the remaining days (amount paid × days remaining ÷ total days, rounded down to the cent) |
How to ask for a refund
Email [email protected] with your account email, order number, payment date, and the reason. Do not send card numbers, CVCs, passwords, or verification codes.
For questions about the payment transaction itself, you can also contact Polar support at [email protected].
Processing
Refunds go back to the original payment method. When the money appears depends on your bank or card issuer. Refunds include the matching share of any sales tax charged. A full refund cancels the pass; a prorated refund ends the pass on the day of the refund. We email you the outcome and any change to your pass.
Disputes
If we cannot resolve your request, you can contact the consumer protection office where you live. Your card issuer's chargeback rights are not affected.
Local law and currency
Consumer protection law where you live may also apply, and this policy does not limit rights you have under it. Currency conversion charges and exchange rate differences are set by your card issuer or payment provider.