Refund & Cancellation Policy

Every new Servato workspace starts with a 30-day free trial of the plan you choose at sign-up. No credit card is required to start. You may start a paid plan at any time during the trial; otherwise, you can use the trial through day 30 and subscribe afterward.

You can cancel any Servato platform subscription (Starter, Pro, or Business) at any time from Settings → Billing with a single click. Cancellation takes effect at the end of your current billing period. Your workspace, data, customers, jobs, and documents remain accessible until that date.

After the period ends, your workspace is locked until you resubscribe. Settings stays open so you can export your data, and we do not delete underlying records; email us to reactivate or to request an export. Project Unlock credits you have already purchased stay on your account — any project already unlocked stays viewable and editable in your account, free, and any unused credits remain redeemable for 12 months from purchase.

Monthly subscriptions are billed in advance for the upcoming month and are non-refundable once charged. You are welcome to cancel at any time to stop future charges, and you keep access through the end of the period you have already paid for.

If you were charged because of a clear technical error on our side — for example, you canceled during the trial but were billed anyway, or you were double-charged — email billing@servato.app within 30 days and we will refund the affected charge.

Annual subscriptions are billed in advance for 12 months at a 2-months-free discount. If you cancel within 30 days of an annual charge and have not heavily used the plan, we will refund the unused portion on a pro-rata basis. After 30 days, annual subscriptions are non-refundable but you keep access through the paid period.

Project Unlock is a one-time charge that unlocks the Plan Translator, AI Takeoff, and AI Estimate for one project end-to-end, including up to 25 Photo Takeoff runs on that plan set. Credits are sold singly ($399) or in packs — 5 credits for $1,745 ($349 each) or 20 credits for $4,980 ($249 each); the credits in a pack are identical to single credits. There is no takeoff subscription — you buy credits as you need them.

• Credits are valid for 12 months from purchase. Each credit expires 12 months after the purchase date, unused credits that reach that date lapse and are not refundable, and credits are not tied to any subscription. Projects you have already unlocked stay viewable and editable in your account after the credit that unlocked them would have expired.
• A completed, usable takeoff is not refundable. Consumed credits are non-refundable once the AI run has delivered usable output.
• Cash refunds are never automatic. When Servato itself fails a run (outage, pipeline bug, model-provider failure, or our AI spend safeguard), the credit is protected automatically and you can re-run that plan set at no charge once the fix is live — unless your workspace has reached the daily or weekly fault-refund limit (10 system-fault credit returns in 24 hours or 25 in 7 days), in which case the run is held for support review instead. Every cash request goes through our support agent, which evaluates the run to determine whether the miss was on our side (our system failed to deliver the job sold) or on yours (for example: judgment-call quantities, handwritten marks or poor scans, sheets you did not upload, scope you did not request, or an unverified draft sent to a client). There is no self-serve refund button. A complaint is not a refund; a customer disagreeing with a judgment-call quantity is not a refund.
• Platform faults (fix first, then re-run). If a run fails because of a Servato outage, pipeline bug, or model-provider failure, we reserve the right to fix the system first. We notify you by email and in-app when the fix is live and let you re-run that plan set at no additional charge. No cash refund is issued while the fix is in progress. If the no-charge re-run fails again on our side, we refund that credit to your original payment method. The usual abuse limits apply.
• To request a review, email billing@servato.app or ask the in-app support agent; either way a person on our billing team makes the final call.
• Re-runs on a completed project (for example, re-processing after plan revisions) require a new $399 credit. Small edits to an already-unlocked project's outputs are free from the project view. Plan Translator includes one free re-run per unlocked plan set.
• Credits are not redeemable for cash.

Add-on seats ($39 per seat per month, for an estimator seat or a crew seat, on every plan) are billed monthly per seat and prorated when added or removed mid-cycle. Seat additions are charged immediately for the remainder of the cycle; seat removals credit the unused portion against your next invoice. No cash refunds are issued for seat removals.

Beyond your plan's monthly allowances you can buy one-time top-ups for the current billing period: plan pages (25 for $19 or 125 for $79), AI chat budget ($25 for $59 or $100 for $249) and emails (5,000 for $15 or 25,000 for $59). A top-up applies only to the billing period in which it is bought and does not roll over, whether or not it was used. Photo storage is a recurring add-on (+50 GB for $29 per month) billed with your subscription and prorated like a seat; Pro and Business are also billed $0.10 per GB per month for storage beyond the included amount.

The Measure tool includes a monthly allowance of manual measures and AI scans on every plan. Beyond it, each manual measure is $2.90 and each AI scan is $9.90; overage is only incurred after you confirm it in the app and is added to your next monthly invoice. Prepaid AI scan packs (10 for $89, 50 for $395 or 200 for $1,395) are one-time purchases that are drawn down before any overage is charged.

If a renewal payment fails, Stripe automatically retries the charge several times over the following days. During this dunning window, your workspace remains active and a banner asks you to update your payment method. If all retries fail, the subscription is canceled and the workspace switches to the read-only state described in section 2.

Email billing@servato.app from the email address tied to your workspace. Include your workspace name, the charge date, and a short note about what happened. We aim to respond within two business days.

We may update this policy as we add billing options. Material changes will be announced in the in-app changelog and emailed to workspace owners at least 14 days before they take effect.