1. Purpose & scope

This Policy explains when customers are eligible for refunds or replacements and how to submit a claim. It covers:

• Free creations (digital outputs only),
• Paid tokens/credits and subscriptions, and
• Printed, personalized Products produced on demand.

2. Key definitions

Creation – A digital output (text, images, layout, print-ready file) generated on Plotiz.

Token / Credit – A unit that allows a user to run generations or unlock features.

Print Order / Product – A physical, personalized item manufactured from a Creation (e.g., book, puzzle, apparel, sticker, journal, coloring kit, wall art).

Defect – A manufacturing or printing fault, damage in transit, or a material mismatch between the approved preview and the delivered Product.

3. Free creations

We may provide a bundle of free creations (no printing). Free creations carry no charge, and no refunds are issued.

4. Paid tokens, credits & subscriptions

4.1 Token/credit packs

Unused = refundable. You may request a full refund on a purchased token/credit pack only if none of the tokens/credits in that pack have been used.

Partially used packs are non-refundable. If any token/credit from a pack has been consumed, the pack is considered used and not eligible for refunds.

Expiration. Tokens/credits may have expiry dates shown at purchase; expired units are non-refundable.

4.2 Subscriptions

Subscriptions are billed monthly in advance and auto-renew until cancelled.

Fees are non-refundable once a billing period starts.

Unused monthly credits expire at the end of each period, with up to 50% rolling over to the next month (no cash value; non-transferable).

5. Print orders (personalized Products)

5.1 No cancellations once sent to print

Production typically starts immediately. From the moment you send an item to print, the order is final and cannot be changed, cancelled, or refunded. Each Product is made uniquely for you and cannot be resold.

5.2 Defects, damage, or misprints - our sole remedy

If your Product arrives defective, damaged, misprinted, or materially inconsistent with the approved preview, contact us within 7 days of delivery. Provide:

• Order number,
• Clear photos/video showing the issue and the outer packaging label, and
• A short description of the problem.

Remedies (at our discretion):

• Free reprint and reshipment, or
• Refund to the original payment method (or store credit).

We may request return or certified destruction of the faulty item; otherwise, you may keep or responsibly dispose of it.

5.3 What is not covered

We cannot replace or refund when issues are caused by:

• Typos, grammatical errors, or low-resolution/incorrect content supplied by the user,
• Color variations inherent to printing and screen calibration differences,
• Normal production tolerances (e.g., minor trim or placement variance),
• Incorrect or undeliverable shipping addresses provided by the customer,
• Carrier delays or events outside our reasonable control (weather, strikes, customs).

6. Lost or delayed shipments

Risk of loss transfers to you when the order is handed to the carrier. If a shipment is lost or arrives severely damaged, contact us within 7 days. We will coordinate with the carrier and, where appropriate, reprint at our cost or issue store credit. Carrier investigations can take time; we'll keep you updated.

7. How to file a claim

Email hello@plotiz.com within the applicable window with:

• Subject: Order Issue – #[your order number],
• Description of the issue, and
• Required photos/video evidence (item, defect close-up, packaging, label).

We typically respond within 2 business days.

8. Chargebacks

Please contact us first—we can usually resolve issues more quickly than through a card dispute. Filing an unwarranted chargeback after receiving a valid replacement or refund may result in account suspension.

9. Policy changes

We reserve the right to update this Policy from time to time. Changes will be applied prospectively and will take effect with a new effective date.