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Livia · legal information

Refund policy

Last updated: October 31, 2026

Livia plans are one-time payments, never subscriptions: nothing is ever renewed or charged automatically. This page summarizes sections 5 and 6 of our terms of sale.

Immediate access to digital content

Each plan gives access to digital content supplied immediately: your plan is activated as soon as your payment is confirmed, and you can use everything it includes right away.

Customers in the European Union: 14-day right of withdrawal

If you are a consumer in the European Union, you normally have a 14-day right of withdrawal for online purchases. Because our plans give immediate access to digital content, by ticking the box provided before payment you request immediate performance of the contract and acknowledge that you lose this right of withdrawal (article L221-28, 13° of the French Consumer Code). This request and this acknowledgment are confirmed to you by email after payment.

14-day money-back guarantee if the AI can’t read your floor plan

If the AI can’t read your floor plan (rooms missing, misplaced or illegible to the point that the 3D model can’t be used), we will refund your plan in full, as long as you ask within 14 days of payment. This guarantee applies wherever you live. It is in addition to your legal rights and does not depend on the right of withdrawal.

How to request a refund

  • Email contact@bylivia.xyz within 14 days of your payment.
  • Write from the email address of your Livia account, and tell us the date of purchase and what went wrong with your floor plan (a screenshot helps).
  • We reply within 7 days. Refunds go back to the original payment method through Stripe; the time it takes to appear on your statement depends on your bank.

Any other question

Something else isn’t right? Write to contact@bylivia.xyz: we’ll look for a solution with you. Failing agreement, you can refer the matter free of charge to the consumer mediator we are registered with, as described in section 10 of our terms of sale.

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