Digital Twin and design fees are non-refundable once the twin or design has been delivered. They pay for the work of creating your twin, not a particular outcome.
Here's how it actually plays out:
Twin isn't right? We revise it until it works for your space — that's our remedy instead of a cash refund.
Request declined before delivery? You aren't charged, or we refund any prepaid fee for it.
This is different from product purchases, which follow the marketplace return policy. See "What does 'satisfaction guaranteed' mean?" and "What's your return policy?"