Refund Policy
Effective date: September 18, 2026. This policy covers paid access to Ivixico Embroidery Business Cloud (IEBC), IEBC Instant Digitizer, and related paid IEBC services. IEBC products are digital services, so there are no physical goods to return. Mandatory rights that cannot legally be waived always take priority.
1. IEBC paid subscriptions
IEBC offers a Forever Free plan and optional paid plans. Except where required by applicable law, payment-provider rules, an express checkout promise, or a verified billing error, fees for an IEBC paid subscription are generally non-refundable once the paid subscription period has begun and paid access has been provisioned. You may cancel an eligible recurring plan to stop its next renewal.
2. Instant Digitizer free trial and paid subscription
Instant Digitizer may offer a 3-day free trial through its checkout. Cancel before the trial expires if you do not want the selected paid subscription to begin. Except where mandatory law, payment-provider rules, an express checkout promise or a verified billing error requires otherwise, once the trial converts and the first paid charge is successfully taken, or once any later paid subscription period begins, that paid period is generally non-refundable. Cancelling stops future renewals but does not automatically reverse a valid charge for a period that has already started.
3. Charge after an effective cancellation
If you completed cancellation before the applicable renewal deadline and a later renewal charge was nevertheless taken because of an IEBC, IVIXICO or payment-processing error, contact [email protected]. We will investigate the cancellation record and, where the charge should not have occurred, correct or refund the erroneous charge through the applicable payment provider.
4. Embroidery Project Price Calculator
The Price Calculator currently has public/free usage and usage included with IEBC plans rather than a separate calculator subscription. There is therefore normally no separate calculator fee to refund. If calculator access forms part of a paid IEBC plan, the IEBC subscription terms above apply to that plan payment.
5. Duplicate, incorrect or unauthorized charges
If you believe you were charged twice, charged an incorrect amount, charged after an effective cancellation, or that a transaction was unauthorized, contact us promptly with the account email and transaction reference so we can investigate. Do not email full payment-card details.
6. Merchant of Record and payment processing
Where a subscription is purchased through Creem or another Merchant of Record/payment provider, approved refunds are returned through the original payment method and remain subject to the provider’s processing procedures, card-network rules and applicable law. Posting time after a refund is approved depends on the provider, bank, card network, payment method and country.
7. Promotions, trials and partial use
A discount, promotional price or free trial does not create a right to a refund after a valid paid period begins unless the offer expressly says otherwise or mandatory law provides that right. We do not promise prorated refunds for unused days after cancellation unless required by law or expressly stated at checkout.
8. Separate professional services
Website development, creative design, social media management, custom PHP/MySQL development, migration, setup or other professional services are separate from the three software products above. Refund rights for those services are governed by the applicable quote, invoice, statement of work, delivery status and mandatory law.
9. How to request help or a refund review
Email [email protected] with the account email, transaction or invoice reference, purchase/charge date and a short explanation. We may request reasonable information needed to verify the transaction, cancellation or account.
10. Mandatory legal rights
Nothing in this Refund Policy limits a non-waivable cancellation, refund, consumer-protection, payment-card or other statutory right that applies to you. If mandatory law gives you greater rights than this policy, those rights control.