Refund Policy
Version 1.0 | Effective Date: June 15, 2026
1. General principle
This policy sets out the refund conditions applicable to DiasporaBuild services: milestone works payments (Secure Escrow), subscriptions, credits, plan purchases and material orders. It supplements the Terms of Service and does not deprive consumers of any mandatory statutory rights.
Unless otherwise stated, refunds are made to the original payment method (card via Stripe, or mobile money via pawaPay).
2. Works payments — Secure Escrow
2.1 Held funds not yet released
As long as a Milestone has not been validated by the Inspector and the funds have not been released to the Contractor, the Customer may request cancellation of the Milestone under the terms of their works contract. The corresponding held funds are then refunded to the Customer, less non-recoverable transaction fees charged by the payment providers.
2.2 Disputed Milestone
In the event of a dispute over a Milestone (non-compliant work, major delay, site abandonment):
- The Milestone funds remain frozen during the procedure;
- The dispute-resolution procedure applies (adversarial exchange of evidence: geotagged photos, inspection reports);
- Following mediation, the funds are either released to the Contractor or refunded to the Customer, in whole or in part, according to the mediation decision or the parties' agreement.
2.3 Funds already released
Funds released to a Contractor after Milestone validation by the Inspector are not refundable by DiasporaBuild. The Customer retains their direct contractual and statutory remedies against the professional concerned. DiasporaBuild may facilitate contact with the mediator.
2.4 Platform commission
DiasporaBuild's service commission is refunded only if the corresponding Milestone is fully refunded before any performance has begun.
3. Subscriptions (Pro and similar plans)
3.1 Right of withdrawal (EU consumers)
In accordance with Articles L221-18 et seq. of the French Consumer Code, consumers have 14 days from subscription to withdraw without giving reasons. If you request immediate performance before the end of the period, the refund will be reduced pro rata to the period consumed. The right of withdrawal no longer applies once the service has been fully performed with your express consent (Art. L221-28).
To exercise this right: support@diasporabuild.com, stating your account email and subscription date.
3.2 Mid-period cancellation
Subscriptions may be cancelled at any time from account settings. Cancellation takes effect at the end of the current period (monthly or annual); the current period is not refunded, unless otherwise required by law or as a goodwill gesture.
3.3 Service failure
If a major, prolonged unavailability of the Platform deprived you of the essence of the paid service, contact us: a pro-rata refund or credit may be granted.
4. Credits (DIBO, AI generations, 3D renders)
- Unused credits may be refunded within 14 days of purchase (right of withdrawal), unless you began consuming them after expressly waiving that right;
- Consumed credits (AI generation launched, render produced, export completed) are not refundable, as the service has been performed;
- In the event of a proven technical failure (credit debited with no result delivered), the credit is re-credited automatically or upon request at support@diasporabuild.com.
5. Plan purchases (plans library)
Plans are digital content delivered immediately. Pursuant to Article L221-28 13° of the French Consumer Code, the right of withdrawal is lost upon download, with your express consent given at the time of purchase.
You will nevertheless receive a full refund if: the delivered file is corrupted or unreadable and cannot be replaced; or the delivered plan manifestly does not match the product description. Claims within 14 days at support@diasporabuild.com.
6. Material orders (marketplace)
- Funds paid to a Supplier may be withheld until compliant delivery is confirmed;
- In the event of non-delivery, non-compliant delivery or defective materials, report it within 7 days of the scheduled or actual delivery: withheld funds are refunded after review;
- Physical return conditions (costs, condition, deadlines) are set by the Supplier; DiasporaBuild acts as mediator in case of disagreement;
- Statutory warranties of conformity and hidden defects apply between the buyer and the selling Supplier.
7. Inspection services
If a paid inspection was not performed (Inspector absent, report not delivered within 7 days), it is fully refunded or rescheduled free of charge, at your choice.
8. Refund timelines
| Payment method | Indicative timeline after approval |
|---|---|
| Bank card (Stripe) | 5 to 10 business days |
| Mobile money (pawaPay) | 1 to 5 business days |
The maximum statutory refund period under the right of withdrawal is 14 days from receipt of your request.
9. Exclusions
The following are not refundable: requests based on a change of mind after full performance of the service; accounts closed for fraud, falsification or breach of the Terms; commissions on executed transactions; payments made outside the Platform (not covered by our protections).
10. How to submit a request
- Write to support@diasporabuild.com from your account email (or via in-app support);
- State: the transaction concerned (date, amount, project/milestone), the reason, and any supporting documents;
- We acknowledge receipt within 48 business hours and process the request within 7 business days;
- In case of disagreement, the mediation procedure described in the Terms of Service applies.
Contact: support@diasporabuild.com
Related documents: Terms of Service · MSA · Privacy Policy