Legal
Refund Policy
Last updated: July 10, 2026
This Refund Policy explains when and how refunds are issued for digital BIM models, design intent models and design services purchased from Mavu Studio. Please read it carefully before completing a purchase. By placing an order you confirm that you have read, understood and agree to this policy.
Payments & refunds are handled by Paddle. Our order process and payments are conducted by our online reseller Paddle.com, who is the Merchant of Record for all orders. Paddle handles all billing enquiries and will appear on your bank or card statement. All refunds are processed through Paddle in accordance with this policy.
1. Nature of our products
Mavu Studio sells digital products — BIM shell models, design intent models, floor plans, 3D visualizations and related design files — which are delivered electronically. Because these products are digital and can be downloaded, copied and reused, all sales are considered final upon delivery, except in the specific circumstances set out below.
2. When you are eligible for a refund
We review every refund request individually and will issue a full or partial refund where any of the following apply:
- Duplicate or accidental charge — you were charged more than once for the same order, or charged in error.
- Non-delivery — you did not receive your download link or files, and we are unable to deliver them to you within a reasonable time after you contact us.
- Corrupted, incomplete or wrong files — the files you received are unusable, damaged, or materially different from the product you purchased, and we are unable to supply a corrected version.
- Unauthorized transaction — the purchase was made fraudulently without the cardholder's consent (please contact us and Paddle immediately).
3. When a refund is not available
Because our products are digital and delivered instantly, refunds are generally not available in the following cases:
- Change of mind after the plans have been delivered or downloaded.
- You decided not to proceed with your building or construction project.
- The plans require modification to obtain local planning or building approval (see Section 6).
- You purchased the wrong product but the correct product was delivered as described.
- Lack of the technical software or knowledge required to open or use standard plan file formats (file requirements are stated before purchase — please contact us first if unsure).
4. How to request a refund
To request a refund, email mavumium@gmail.com with:
- Your order ID or Paddle receipt number;
- The email address used for the purchase;
- The name of the plan or product; and
- A brief description of the reason for your request.
Please submit your request within 14 days of purchase so we can resolve it promptly. You may also contact Paddle directly via the receipt they email to you.
5. How refunds are processed
Approved refunds are issued by Paddle to your original payment method. Once approved, refunds are typically processed within 5–10 business days, though the exact timing depends on your bank or card provider. You will receive email confirmation from Paddle when the refund is issued.
6. Important note on BIM and design intent models
Our models and plans are provided as design intent documents. They may need to be adapted, engineered or stamped by a locally licensed professional to comply with the building codes, zoning rules and site conditions of your specific location. The need for such local adaptation or approval is not a valid ground for a refund, as it is a normal part of any construction project. See our Terms of Use for full details.
7. Chargebacks
If you believe a charge is incorrect, please contact us first — most issues are resolved quickly. Initiating a chargeback without contacting us may delay resolution. We reserve the right to revoke any license granted for plans that are the subject of a chargeback.
8. Contact us
Questions about this Refund Policy? Email us at mavumium@gmail.com and we'll be glad to help.