Legal
Refund Policy
This policy explains when we refund purchases made on StitchPilot.ai, how to ask for a refund, and what happens after one. It applies to single-design purchases and to Pro subscriptions, monthly or yearly. By making a purchase, you agree to this policy.
1. You see the result before you pay
Converting an image and previewing the stitches is free and needs no payment. Before you buy, you can see the full stitch preview, the thread colours, the stitch count and the size of every version you create. Because you can check all of this first, we don't give refunds because a design looks different from what you hoped, or because you changed your mind after downloading.
Customers in the EU, EEA and UK: you normally have 14 days to cancel an online purchase. Our files are digital and delivered immediately. When you pay, you ask us to make the file available right away (or, for Pro, to start your subscription right away) and you confirm that you lose the right to cancel once a file is made available to you. This doesn't affect your right to a fix or refund under section 2 when a file won't stitch.
2. Single-design purchases
A single-design purchase unlocks one image for 30 days: every version, size and colour you make of that image, in every format we offer.
We will fix the file or refund you if the file won't stitch on your machine, that is, if either of these is true:
- your machine or embroidery software can't open or read the file in a format it supports; or
- the stitch-out is clearly different from the preview we showed you, for example missing areas, broken stitching, or tangled thread caused by the file.
We first try to fix the file and send you a corrected version at no cost. If we can't give you a file that works within 5 business days of receiving the information we need (see section 5), we refund the purchase in full.
3. Pro subscriptions (monthly and yearly)
- Cancel anytime. You can cancel from your account. You keep Pro until the end of the period you've already paid for, and you won't be charged again.
- Subscription payments aren't refunded, including renewals and partly used periods. If a file you made with Pro won't stitch on your machine (as described in section 2), we'll fix the file for you; it doesn't make the subscription refundable.
- New subscribers: if this is your first Pro payment and you've downloaded no more than 2 machine files, you can ask for a full refund within 7 days of that payment. This applies once per customer. When we refund it, Pro ends straight away.
4. What isn't covered
We don't refund, but we're happy to help with:
- How the design looks, if it matches the preview: the style, level of detail, number of colours or size you chose.
- Thread colours that differ from the preview. Thread brands and dye lots vary, and DST and EXP files don't store colours at all; your machine chooses them.
- Problems caused by the fabric, stabilizer, hooping, needle, thread tension or machine settings.
- Choosing the wrong file format. You can download any other format of the same design at no extra cost.
- No longer needing the design, buying by mistake after downloading the file, or forgetting to cancel Pro before it renewed.
- Free features, which have nothing to refund.
5. How to ask
Within 7 days of the payment, reply to your Stripe receipt email or write to support@stitchpilot.ai. Please include:
- the email address of your StitchPilot.ai account;
- the receipt or the date of the payment;
- your machine brand and model, and the file format you used;
- a photo of the machine's error message, or a photo of the stitch-out next to our preview.
We reply within 2 business days. If we refund you, we do it within 5 business days of our decision. The money goes back to the original payment method; your bank may take another 5–10 business days to show it.
6. After a refund
- Single design: the 30-day unlock for that image ends, and its files can no longer be downloaded from your account.
- Pro: the subscription ends straight away, and any designs that were only available through Pro stop being downloadable.
7. Chargebacks
If something is wrong, please contact us first. Most problems are solved by sending a corrected file. If you open a chargeback or payment dispute instead, we'll send your bank our records of the purchase: your preview and download history, the files delivered, and this policy, which was linked at checkout. While a dispute is open, we may pause downloads on the account.
8. Changes to this policy
We may update this policy. The version that applies is the one shown here on the date of your payment.