Refund Policy
House A-Z — https://a-z.house
Effective Date: 20 July 2026
Last Updated: 20 July 2026
1. Overview
This Refund Policy explains when and how you can get your money back for a House A-Z subscription. It applies to all paid plans purchased from Azai-25 EOOD ("we," "us," or "our") through the House A-Z platform.
This policy forms part of our Terms and Conditions. If anything here conflicts with a mandatory consumer right you have under the law of your country, that law wins — this policy never reduces your statutory rights.
2. Your 14-Day Right of Withdrawal (EU/EEA Consumers)
If you are a consumer resident in the European Union or European Economic Area, you have a statutory right under the EU Consumer Rights Directive (2011/83/EU) to withdraw from your purchase within 14 days, without giving any reason.
2.1 The withdrawal period
The 14-day period begins on the day your subscription is confirmed.
2.2 How to withdraw
Email [email protected] from the address associated with your account, stating clearly that you wish to withdraw from your subscription. You may use the model withdrawal form in Section 8, but you are not required to — any clear statement is enough.
2.3 Starting the Service during the withdrawal period
When you subscribe, you are asked to confirm that you want immediate access to the Service. This matters:
- If you withdraw without having used the Service, you receive a full refund.
- If you withdraw after starting to use the Service, you receive a refund reduced in proportion to what you have already used, as permitted by Article 14(3) of the Directive. For example, withdrawing 7 days into a monthly plan means we may retain roughly a quarter of the month's fee.
We calculate this proportion on elapsed subscription time, not on how heavily you used the Service.
2.4 Digital content exception
Where the Service delivers digital content — such as AI-generated designs and images — and you have expressly consented to immediate delivery and acknowledged that you lose your withdrawal right in respect of that content, the withdrawal right does not apply to content already generated. Your withdrawal right for the remaining subscription period is unaffected.
2.5 How we refund you
We refund to the original payment method within 14 days of receiving your withdrawal notice. There is no fee for this.
3. Our 30-Day Money-Back Guarantee
Beyond your statutory rights, we offer a 30-day money-back guarantee on all paid plans.
If you are not satisfied with House A-Z for any reason, email [email protected] within 30 days of your payment and we will refund it in full. You do not need to justify the request, and we will not ask you to complete a survey or speak to a retention agent first.
This guarantee applies to your first paid period on a plan. It is a satisfaction guarantee, not a rolling monthly refund — it is not intended to cover every renewal indefinitely.
The guarantee does not apply where your account was suspended or terminated for a breach of our Terms and Conditions, or where we have evidence of repeated subscribe-and-refund abuse.
3.1 Refunds after 30 days
We still want to hear from you. Email [email protected] and tell us what happened — we review every request individually and will offer a full or partial refund where it is fair, for example where you were charged for a period you did not use, or where a fault on our side prevented you from using a feature you paid for.
4. Free Trials
Paid plans may include a 14-day free trial. You are not charged during the trial.
You may cancel at any point during the trial and you will not be billed. If you do not cancel before the trial ends, your subscription begins and your payment method is charged. We send a reminder before the trial converts.
A charge that follows a trial you intended to cancel is exactly the kind of case Section 3 exists for — contact us.
5. Cancelling Your Subscription
Cancelling and refunding are different things.
To cancel, open Account → Billing and cancel your subscription, or email [email protected]. Cancellation stops future charges. Your subscription stays active until the end of the period you have already paid for, and you keep full access until then.
We do not automatically refund the remainder of a period when you cancel mid-cycle. If you believe your circumstances warrant one, ask us under Section 3.
6. Failed Payments and Involuntary Cancellation
If a payment fails, we retry it over a short period and email you. If it continues to fail, your subscription is cancelled and your plan reverts to free. You will not be charged for periods after that point, and no refund is owed because no payment was taken.
Your project data is not deleted when a subscription lapses. Features exclusive to paid plans become unavailable until you resubscribe.
7. Price Changes
If we change the price of your plan, we will tell you at least 30 days before the change takes effect. If you do not accept the new price, you may cancel before it applies and you will not be charged the new amount. We do not apply price increases retroactively to a period you have already paid for.
8. Model Withdrawal Form
You may use this form to exercise your right of withdrawal, but you do not have to.
To: Azai-25 EOOD, Ovcha Kupel 1, Sofia, Sofia City Province 1632, Bulgaria — [email protected]
I hereby give notice that I withdraw from my contract for the supply of the following service:
Ordered on: _______________
Name of consumer: _______________
Email address on the account: _______________
Address of consumer: _______________
Date: _______________
9. Disputes
If we decline a refund and you disagree, reply and ask for it to be reviewed — a human will look at it again.
If we cannot resolve matters between us, EU consumers may submit the dispute to the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr, or contact the Bulgarian Commission for Consumer Protection at https://kzp.bg. Nothing in this policy prevents you from bringing a claim in the courts of your country of residence.
10. Contact Us
Azai-25 EOOD
Ovcha Kupel 1
Sofia, Sofia City Province 1632
Bulgaria
Billing and refunds: [email protected]
General enquiries: https://a-z.house/contact
Phone: +359 87 888 0176
This Refund Policy was last updated on 20 July 2026.