Refund and Cancellation Policy

Business and support

The Puppet 3D service is operated by Puppet3D, based in Peru. For product support, cancellation help, or refund questions, contact support@puppet3d.com.

Payments and refunds channel

When paid subscriptions are available, purchases may be processed by an authorized payment provider acting as reseller or merchant of record for those transactions. That provider typically handles payments, taxes, invoicing, subscription billing, refunds, disputes, and chargebacks related to those orders.

For payment-specific buyer support, use the links in your receipt or subscription emails from that provider, or contact support@puppet3d.com and we will help route product versus billing questions appropriately.

Subscription cancellation

You may cancel your subscription at any time through your account, through subscription management links from your payment provider in receipts or emails, or by contacting support. Cancellation prevents future renewal charges.

Unless a refund is issued or access is terminated for a policy violation, cancelling a subscription normally lets you keep access until the end of the current paid billing period. After the billing period ends, your subscription access, downloads, and license validation may stop.

30-day money-back guarantee

For the first payment of a Puppet 3D subscription, you may request a refund within 30 days of the transaction date. Approved refunds end access to the related subscription, downloads, license token, and software validation.

Refunds may be refused where there is evidence of fraud, refund abuse, chargeback abuse, account sharing, license circumvention, excessive use inconsistent with a trial of the product, or other manipulative behavior.

Renewals

Subscription renewals are generally non-refundable unless required by law, approved by our payment provider, or approved by Puppet 3D on a case-by-case basis. You can cancel before the next renewal date to prevent future billing.

Technical issues

If Puppet 3D does not work as described, contact support first so we can help troubleshoot. Include your account email, operating system, SketchUp version, a short description of the issue, screenshots if useful, and any error message shown by the plugin or website.

If a material defect prevents access to the product and cannot be resolved, our payment provider or Puppet 3D may issue a refund according to this policy and applicable law.

Legal consumer rights

Nothing in this policy limits mandatory consumer rights that cannot be waived under applicable law. If local consumer law or your payment provider terms provide stronger rights, those stronger rights apply.

How to request a refund

To request a refund, follow the subscription management or receipt links from your payment provider when available, or contact support@puppet3d.com. Refunds may be reviewed using transaction records, subscription status, product access, support history, and applicable law.

Chargebacks and disputes

If you have a billing issue, please contact our payment provider (via receipt links) or Puppet 3D support before opening a chargeback. During a payment dispute, product access may be suspended while the dispute is reviewed.

Policy changes

We may update this policy from time to time. The version in effect at the time of your transaction applies to that transaction unless applicable law gives you additional rights.