1. What this policy covers
This policy covers payments to Markatit for subscriptions, credit packs, add-ons and human assistance, plus image-credit restoration. It applies prospectively to purchases made under these terms. An earlier purchase or express written refund promise retains the protections that applied when it was made.
It does not govern a homeowner's payments to a contractor. Those payments and construction-service remedies belong to the contractor's separate agreement and applicable law.
Once payment is completed, the purchase is final and non-refundable except where applicable law or an express written commitment requires otherwise. A change of mind, unused credits, partial subscription periods, lack of use or a changed project direction does not qualify for a discretionary cash refund.
Cancel future subscription renewals in Settings → Billing → Manage billing. If you cannot access cancellation, contact support@markatit.com. Cancellation does not itself refund a period already paid for. Plan and seat changes take effect at the next monthly renewal with no mid-cycle proration.
2. Automatic credit returns
When a render fails to complete after a credit was charged, Markatit records the failure and issues one compensating image-credit entry. The refund is idempotent: retrying the same failure cannot create multiple credits.
3. Quality issues eligible for review
A completed visual may qualify for credit restoration when a material defect makes it unusable for its intended concept-sales purpose, including:
- The selected catalog product, pool shape, spa, finish or material is materially wrong or missing.
- The house, roof, doors, windows, fence, mature trees or other protected property geometry materially changes.
- The product changes materially between views that were supposed to show the same design.
- The installation appears in the wrong location or materially ignores the requested location guidance.
- Major blur, warping, broken geometry, seams, duplicated objects, text or model artifacts make the image presentation-unusable.
4. What is not a render failure
- The homeowner later prefers another color, product, layout, material, lighting or optional feature.
- The contractor requests a new angle, season, time of day or scope after receiving an otherwise usable render.
- A concept accurately reflects the selected inputs but the contractor changes the project direction.
- A limitation clearly disclosed for concept or simulated imagery, without an additional material defect.
Those requests are new variations and may use a new image credit.
5. Request and review process
- Use the dislike/refund action associated with the completed render and provide a concise note when useful.
- Markatit creates one review request for that render and shows its pending status in the workspace.
- A qualified reviewer compares the result with the source, selected product and render context.
- If approved, all image credits charged to that render are restored once. If denied, Markatit provides a useful reason.
6. Scope of reviewer access
Requesting a quality refund authorizes a qualified reviewer to view the render and the limited source/reference context necessary to decide the request. It does not grant general access to unrelated customer projects.
7. Cash refunds and billing disputes
Service-credit restoration is not a cash refund. We will correct verified duplicate, erroneous or unauthorized charges as appropriate and provide any remedy required by applicable law, including for non-delivery where the law requires one. This policy does not restrict mandatory cancellation rights, valid card-network remedies or good-faith billing disputes.
Contact support@markatit.com promptly with the transaction reference and a description of the issue. Do not send passwords or full card details. Contacting support does not suspend statutory or payment-provider deadlines, and it is not a waiver of your rights.