1. What this policy covers
1.1 This policy describes how detumble.ai LLC ("detumble", "we") charges for the Service, what happens to credits in every run outcome, and when we refund money. It forms part of the Terms of Service. Where this policy and the Terms differ, this policy prevails for fees, credits and refunds.
1.2 It is written to match exactly what the platform's ledger does (credits are set aside when you approve a quote, counted as the work is done, charged for what was done, and the rest returned; each entry is written once and never twice), so that the page and the code never disagree. If you ever find that they do, tell us at support@detumble.ai and we will honour whichever is more favourable to you while we fix it.
2. Credits
2.1 The unit. Everything you use is counted in credits. Packs and plans sell credits at the prices shown on the pricing page: a pack names its credits and its price, and a plan's monthly price buys the monthly credits shown there. The ledger counts only credits; it never counts money.
2.2 What credits are not. Credits are a prepaid unit of account for using the Service. They are not currency, a deposit, stored value, electronic money, a gift card, a security or an investment. They earn no interest, cannot be transferred between accounts, sold, exchanged, pledged or inherited, and are not redeemable for cash except where Section 7 or mandatory law says otherwise.
2.3 Buckets. Your wallet has three buckets:
- Monthly: credits granted by your plan at the start of each billing period. They expire at the end of that period. Unused monthly credits do not roll over and are not refunded.
- Top-up: credits from packs. They never expire while your account is open. They are spent only after the monthly bucket is empty.
- Debt: a negative balance that can arise only when you choose the Deepest reading without a hard maximum (offered on every paid plan), where a run uses more credits than it reserved. Debt is cleared by the next grant or purchase and blocks new paid work until then. It is never collected in money from self-serve customers; Enterprise customers are invoiced under their agreement.
2.4 Starter credits. New accounts no longer receive starter credits (13 October 2026). Starter credits granted before then have no cash value, may be withdrawn if the account is unused for 12 months, and follow the same run rules as any other credits.
3. Plans and packs
3.1 Plans. Solo, Studio and Tender (monthly prices and monthly credits as shown on the pricing page at the time you subscribe or renew), and Enterprise (by agreement). Every paid plan includes every command; the pricing page shows what a month of each plan covers, in credits per building size. An account without a plan can open the finished example project at no charge.
3.2 Packs. The pack sizes and prices are those shown on the pricing page at the time you buy. Packs are bought on top of an active paid plan.
3.3 Prices. Prices are in United States dollars and exclude taxes unless the checkout shows otherwise. The merchant of record adds VAT, GST or sales tax according to your billing country and tax status. Your bank may charge currency conversion fees; we do not control those.
3.4 Changes. Plan prices, credit grants and pack sizes may change. A price change for a subscription takes effect at the first renewal at least 30 days after we e-mail you. Credits already in your wallet keep their value in the Service.
4. Quotes: nothing spends without your approval
4.1 Before any paid run, the Service shows one price in credits: the quote. It comes from our estimation formula, which looks at the size of your drawing set (its sheets and drawing elements, counted free of charge when you upload it) and the kind of work, and carries a margin above what runs of that size have used. Until a set has been counted the quote says it is provisional. The quote is reserved when you approve it and it is the most the run can cost you unless you add credits when it stops to ask.
4.2 The run does not start until you approve the quote. If your wallet cannot cover it, the run does not start and the Service tells you how many credits are missing; you can buy a pack on top of your plan and try again.
4.3 Some operations are free and say so: /estimate, the count of your drawings at upload, a bill of
quantities mapped from an accepted take-off, a revision comparison, exports of existing Outputs, and re-using
an ingestion or awareness file that already exists in the Project. The estimator tells you before the run
whether the command will re-use existing work (free) or produce new work (charged).
5. How a run is charged: reserve, meter, settle, release
5.1 Reserve. Approving a quote reserves the quoted credits against your wallet. If the work turns out bigger, the run stops and asks before it uses more; adding credits there is your choice each time. Reserved credits cannot be spent by another run at the same time.
5.2 Meter. While the run executes, the credits it uses are counted as the work goes.
5.3 Settle. When the run ends, the Service settles the credits the run actually used, never more than you approved (the quote, plus any credits you added when it stopped to ask). Every run settles at the credits the work used; a quote approved before 13 October 2026 under a fixed price settles at that price. With e-mail notices switched on, a run that started also settles the notice credits shown on its quote. Your usage page shows, per day and per project, run and chat, the credits used, held and returned.
5.4a Chat. Chat is prepaid in blocks: when your chat allowance is empty, the next block is taken from your wallet as one line on your statement (the last block is never more than your wallet holds) and each answer draws its credits from it, off the statement. A question that gets no answer draws nothing, and a block bought for it goes back whole. Credits left in a block stay available for your next questions.
5.4 Release. Whatever was reserved but not settled returns to your wallet immediately.
5.5 Every outcome, in one table.
| Outcome | What you pay | What is released |
|---|---|---|
| Run completes | the settled actual cost, never more than the maximum | reservation minus settlement |
| Run fails for any reason on our side (engine error, infrastructure fault, provider outage) | nothing | the whole reservation |
| Run uses all the credits reserved for it, pauses to ask for more, and you stop it (or leave it unanswered for 14 days) | the credits used up to the stop, never more than the reservation | the rest |
| Run rejected by the system before it starts (budget check, isolation check, invalid input) | nothing | the whole reservation |
| Run orphaned (never started, lost by the system) | nothing | the whole reservation, automatically |
| Run cancelled by you before any output is produced | nothing | the whole reservation |
| Run cancelled by you after partial output | the credits used up to the cancellation | the rest |
| Run paused at a review gate and left unanswered for 14 days | nothing: the run is closed | the whole reservation |
| Run rejected by you at a review gate | the credits used up to the gate, never more than the reservation (the same rule as a cancellation) | the rest |
| Understanding the whole building stops because the drawings cannot make a building record, after you accepted its reading | the credits the reading you accepted used, never more than the reservation; you keep the reading | the rest |
| Understanding the whole building stops the same way before you accepted any reading, or for any reason on our side | nothing | the whole reservation |
| Run completes but you reject the result at the final gate | the credits the work used | the rest |
| E-mail notices on a run that never starts or fails | nothing | the notice credits with the rest |
| Chat question that receives no answer | nothing | the block it bought, whole |
| Chat question answered | the credits for that answer, drawn from your prepaid chat block | the rest of the block stays yours for chat |
5.6 Re-runs. Running a command again produces new work and is charged again at its quoted rate, even on the same drawing set. The review gates exist so that you can correct or reject individual items and re-run only what is needed.
5.7 Caps. If a run uses all the credits reserved for it (its per-run budget), it pauses and asks you: add credits to carry on, or stop it and keep what is done. Stopping it, or leaving that question unanswered for 14 days, pays the credits it had already used, never more than the reservation, and releases the rest. The company-wide daily cap and the kill switch stop new paid work from starting while they apply: a run they keep from starting reserves nothing and costs nothing.
5.8 Runs without a hard maximum. On plans that offer the Deepest reading without a hard maximum, the quote shows an estimate and a warning. Such a run can exceed its reservation and create debt (Section 2.3). You choose this mode explicitly each time.
6. Subscriptions: renewal, cancellation, changes
6.1 Subscriptions renew automatically at the end of each billing period until you cancel. Each renewal charges the plan price, grants the plan's monthly credits and expires any unused monthly credits from the previous period.
6.2 You can cancel at any time from your account page or by e-mailing support@detumble.ai. Cancellation takes effect at the end of the paid period; you keep access and your remaining monthly credits until then. Top-up credits stay in your wallet for as long as your account is open, and an account without a plan can still open the finished example project.
6.3 Changing plan. Upgrading mid-period (Solo to Studio or Tender, Studio to Tender) starts the new plan immediately: you are charged the difference between the two plans' prices for the part of the period that is left, and your monthly credits rise by the difference between the two plans' monthly credits for that same part of the period. The new credits arrive once the payment is confirmed. Downgrading takes effect at the next renewal: you keep the current plan and its credits until then, and nothing is refunded for the change. You can cancel a scheduled downgrade before the renewal by choosing your current plan again.
6.4 If a renewal payment fails, we notify you and retry. If payment does not succeed by the end of the paid period, the account continues without a plan (Terms 8.7). Nothing is deleted.
7. Money refunds
7.1 Subscriptions. A subscription period is not refunded once any monthly credit of that period has been used. If none has been used, you may request a full refund of that period within 14 days of the charge.
7.2 Packs. A pack is refundable in full within 14 days of purchase if none of its credits has been used. Once any credit of a pack has been used, the pack is not refundable, except as required by law.
7.3 Our mistake. If a charge results from an error on our side (a double charge, a run settled above its maximum, a run charged after it failed, a duplicate webhook, a bug in the ledger), we will re-credit your wallet or refund the money, at your choice, as soon as we have confirmed the error, and we will tell you what went wrong.
7.4 Withdrawal of the Service. If we withdraw the Service or your plan, or terminate your account other than for your breach, we refund unused prepaid subscription fees for the remainder of the period and unused top-up credits pro rata at the price you paid for that pack.
7.5 Termination for your breach. If we terminate your account for breach of the Terms or the Acceptable Use Policy, unused monthly credits are forfeited and unused top-up credits are refunded pro rata at the price you paid for that pack, less any amounts you owe us, unless the breach involved fraud or unlawful use, in which case the law governs what is refundable.
7.6 How refunds are paid. Refunds are made by the merchant of record to the original payment method and may take 5 to 10 business days to appear. The merchant of record adjusts the tax line automatically.
8. Consumers: statutory rights
8.1 If you are a consumer (an individual acting outside your trade or profession), the law of your country may give you rights that this policy cannot reduce. This policy preserves them.
8.2 European Union and United Kingdom. You have a 14-day right to withdraw from a distance contract for digital content and digital services. When you approve a quote or spend credits within those 14 days, you ask us to begin performance immediately and acknowledge that you lose the right of withdrawal for the digital content that has been supplied and that you must pay a proportionate amount for services performed before you withdraw. Credits not yet used remain refundable under this Section within the 14 days.
8.3 Egypt. Egypt's Consumer Protection Law No. 181 of 2018 gives consumers a right to return or exchange within 14 days of receipt and to cancel online orders within 7 days of placement, with exceptions for products made to the consumer's specification. Credits already consumed in a run are a service performed at your request; unused credits are refundable within those periods.
8.4 Gulf and other countries. Where the law of your country gives you a longer or broader right, we apply it.
8.5 Nothing in this policy affects your right to complain to a consumer authority or to bring a claim in your local courts as described in the Terms of Service.
9. Enterprise and internal accounts
9.1 Enterprise customers are metered but not gated by credits unless their agreement says otherwise. They receive monthly statements listing every run with its settled cost and are invoiced under their agreement. Refunds for Enterprise customers are governed by their agreement.
9.2 Runs executed by detumble staff for testing, support or demonstrations are recorded against internal accounts and never charged to a customer.
10. Disputes about charges
10.1 Every run shows its identifier, its quote, its reservation, its settlement and what was released. Your wallet's ledger lists every grant, reservation, settlement, release and refund, and you can download it as CSV at any time.
10.2 To dispute a charge, e-mail support@detumble.ai with the subject line "Billing", the run identifier and what you believe went wrong, within 30 days of the run. We will reply within 5 business days with our findings. If we agree that a charge was wrong we will correct it under Section 7.3. If we disagree, we will explain why with reference to the ledger, and the dispute process in the Terms of Service applies.
10.3 Chargebacks with your card issuer are your right, but they are slower than writing to us and, while a chargeback is open, we may suspend paid features on your account to prevent further loss.
11. Taxes and invoices
11.1 The merchant of record issues a receipt or invoice for every purchase with the tax it collected. If you are a business registered for VAT, enter your VAT or tax number at checkout so that the reverse-charge mechanism or the correct rate applies.
12. Changes to this policy
We may change this policy under the Terms of Service. A change that makes a run outcome less favourable to you than the table in Section 5.5 will be announced at least 30 days in advance and will not apply to runs approved before it takes effect.
13. Contact
Billing and general questions: support@detumble.ai (subject "Billing")
Parts of this policy are adapted from the 37signals Refund Policy by 37signals, licensed under CC BY 4.0, and changed for detumble.ai.