Refunds Policy
Last updated: 26 January 2026
This Payments & Refunds Policy (“Policy”) explains the rules applicable to payments and refunds for the Service operated by Avenelle OÜ, a company incorporated in the Republic of Estonia. The Service is an AI-powered interior design visualization platform made available under the brand “Roomora”.
This Policy forms an integral part of the Terms of Service and is drafted in accordance with applicable EU consumer protection rules, including Directive 2011/83/EU, Directive (EU) 2019/770, and the Estonian Law of Obligations Act (Võlaõigusseadus).
1. Nature of the Service and Digital Content
1.1. The Service provides automated, AI-generated interior design visualizations (“Output Content”) based on user-uploaded images (“Input Content”).
1.2. Access to generation features may require the purchase of credits, tokens, or packages (“Credits”). Credits are digital units enabling generation requests.
1.3. Credits are classified as digital content within the scope of Directive (EU) 2019/770. They are non-monetary, have no stored or redeemable value, and do not constitute electronic money, stored value, or any form of payment instrument.
2. Prices, Payments, and Confirmation
2.1. Prices are displayed at checkout before payment. Payments are processed via authorized third-party payment service providers (PSPs).
2.2. No storage of card data. The Company does not store or process full payment card details.
2.3. After a successful payment, the user receives access to purchased Credits or package features via the user account or dashboard.
3. Performance Starts Immediately (Digital Content)
3.1. By purchasing Credits and/or initiating a generation request, the user requests immediate performance of the digital service and digital content.
3.2. Delivery is deemed complete when Credits are made available in the account and/or when Output Content is displayed on the Website or made available for download, as applicable.
4. Right of Withdrawal (EU / EEA / UK Consumers)
4.1. General rule. Where applicable, consumers may have a statutory right to withdraw from a distance contract within fourteen (14) days.
4.2. Digital content / immediate performance. The Service provides digital content and digital services, and performance may begin immediately after purchase and/or upon initiating a generation request.
4.3. Waiver and loss of withdrawal right. Where permitted by law, by purchasing Credits and/or initiating generation, you provide express prior consent to begin performance and acknowledge that the statutory 14-day right of withdrawal may be lost once the digital content or service is delivered or performance has begun, as applicable under Estonian and EU consumer law.
4.4. How consent is collected and recorded. Such consent and acknowledgement are collected through a distinct confirmation action, separate from acceptance of the Terms of Service, and are recorded for legal and compliance purposes. Consent and acknowledgement may be obtained via the checkout flow, a click-through confirmation, or other in-product prompts before delivery or performance begins.
4.5. Mandatory rights unaffected. Nothing in this Policy limits mandatory consumer rights that cannot be waived under applicable law.
5. Refund Policy
5.1. General rule. Because the Service provides digital content and performance may begin immediately, refunds are generally not available after delivery or performance has started, subject to mandatory consumer protection laws.
5.2. Refund-eligible cases (limited). The Company may issue a refund or re-credit Credits in objectively verifiable cases, including:
● Non-delivery: payment was taken but Credits were not added to the account, or generation was not delivered and no
Output Content was provided;
● Duplicate charge for the same transaction;
● Technical malfunction on the Company’s side that prevents access to purchased Credits or prevents delivery after
reasonable troubleshooting.
5.3. Non-refundable cases. Refunds are not granted solely because:
● the user dislikes the Output Content or it does not match subjective expectations;
● Output Content contains typical AI artifacts or anomalies, unless the Service failed to deliver at all;
● the user changed their mind after using Credits or after Output Content has been delivered.
5.4. Refund request window. Requests should be submitted within seven (7) days of the relevant charge, unless a different period is required by mandatory law.
6. How to Request Support or Refund Review
6.1. To request support or a refund review, please contact support@roomora.space or legal@roomora.space and provide:
● account email;
● transaction reference or receipt;
● date and amount of the transaction;
● description of the issue (screenshots where available).
6.2. The Company may request additional information reasonably necessary to investigate the issue.
7. Chargebacks and Disputes
7.1. If you experience a payment or delivery issue, please contact us first so we can investigate and, where appropriate, resolve the issue by re-crediting or refunding, without limiting your statutory rights.
7.2. The Company reserves the right to contest unjustified chargebacks and to provide evidence to banks and payment service providers, including account logs, timestamps, delivery records, and transaction references, in accordance with applicable law.
8. Changes to This Policy
The Company may update this Policy from time to time. The updated version will be published on the Website and becomes effective upon publication.
9. Contact
For payment or refund inquiries, please contact: support@roomora.space and/or legal@roomora.space.