Refund Policy
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This Refund Policy ("Refund Policy") governs refund requests for orders placed through the services provided by Layout, Inc. ("Layout," "we," "us"). This Refund Policy supplements our Terms and Conditions, our Generative AI Terms, our Delegated Spending Authority Terms, and our Privacy Policy.
By placing an order through Layout, you agree to this Refund Policy. If there is a conflict between this Refund Policy and our Terms and Conditions with respect to refunds, this Refund Policy controls.
Overview
Layout places orders at participating merchants on your behalf. Layout pays the merchant for your order, and then charges the payment method on file for the order total. The Layout Fee is part of that order total and is charged with the order.
This means the charge you see is from Layout, not from the merchant. It also means that when Layout issues a refund, Layout absorbs that cost itself. We generally cannot recover those funds from the merchant.
For that reason, every refund request is reviewed individually, and we ask you to provide as much supporting evidence as you can.
The Core Test
Before an order is submitted, Layout presents you with a preview of the order, including items, merchant, subtotal, applicable taxes, and order total. You confirm that preview before the order is placed.
The primary question in any refund review is whether the order you received matches the preview you confirmed.
If the order matches the preview you confirmed, Layout performed the service as requested. Requests in this category are generally not eligible for a refund, though we review each one and may make exceptions.
If the order does not match the preview you confirmed, Layout may not have performed as requested, and your request is more likely to be eligible for a refund.
Merchant Issues
Layout is not responsible for the quality, accuracy, or fulfillment of an order once it has been correctly placed with a merchant. Issues that are between you and the merchant include food quality, temperature, preparation, missing or substituted items chosen by the merchant, portion sizes, packaging, delivery timing, and the conduct of delivery personnel.
If a merchant substitutes an item, prepares an order incorrectly, or delivers an order in unsatisfactory condition, that is a merchant issue, and the merchant is usually the fastest path to a resolution.
Because the charge on your statement comes from Layout, we do not expect you to sort it out alone. Contact us as well. We can provide your Layout order record to support your conversation with the merchant, and we will review your request whatever the merchant decides.
Layout Issues
Issues that may be Layout's responsibility include:
- Orders placed at a merchant that was closed or not accepting orders at the time of submission
- Orders placed at a different merchant location than the one shown in your confirmed preview
- Orders containing items that differ from your confirmed preview
- Duplicate orders caused by a failure of a Layout connector
- Orders that were charged but never successfully placed with the merchant, or that failed partway through checkout
If an order is charged but never placed, that is our failure. Contact us and we will refund the full amount and remove any associated Layout Fee. You do not need to provide evidence for this case.
For the other categories, submit a refund request with supporting evidence.
Orders Placed at a Closed Merchant
If Layout submits an order to a merchant that was closed or not accepting orders, contact us. Where possible, please provide merchant contact information so we can correspond with the merchant directly. If you do not have it, we will locate it. We will work to resolve the charge with the merchant and will keep you informed.
Duplicate and Unintended Orders
Layout guides third-party AI assistants and clearly reports the actions it has taken, but Layout does not control the behavior of third-party chat interfaces. Where a duplicate or unintended order results from the behavior of a third-party assistant rather than a failure of Layout's connector, Layout is generally not responsible for the resulting charge.
If you believe a duplicate or unintended order resulted from a failure of a Layout connector, submit a refund request with supporting evidence. These requests are reviewed individually.
Where You Placed the Order
Orders placed through Layout's official connectors and applications are the easiest for us to verify. This includes the Layout connector in Claude, the Layout connector in ChatGPT, and the Layout iOS application, including orders initiated through Siri and Apple Intelligence. Orders placed through third-party applications that integrate Layout using our official API are also readily verifiable.
Orders placed through connectors, integrations, or environments outside those listed above are more difficult for us to verify, and refund requests for those orders may take longer to review or may not be eligible.
Layout Fees
The Layout Fee is part of the order total you confirm and is charged with the order.
If we refund an order, the Layout Fee for that order is refunded with it. If an order fails and is refunded, no fee is charged for it. You are never charged a Layout Fee for an order that was refunded in full.
If you are a Layout One subscriber, order fees are already waived and nothing changes.
How to Submit a Request
Refund requests must be submitted within 7 days of the order being placed. Requests submitted after 7 days may still be reviewed, but they are harder for us to verify and are less likely to be approved.
To submit a request, contact us at support@layout.link with your Layout order ID, a description of what went wrong, and any supporting evidence.
Helpful evidence includes screenshots of your conversation with the AI assistant, screenshots of the order preview you confirmed, photographs of what you received, and any correspondence with the merchant.
Layout maintains detailed records of every order, including the order preview presented to you, your confirmation, and the checkout session itself. We review these records as part of every request. Providing your own evidence helps us understand what happened from your perspective and strengthens your request.
Review and Timing
We aim to respond to refund requests within 24 hours of submission.
Where a refund is approved, Layout will issue it either to your original payment method or as credit to your Layout account balance, at our discretion. Refunds issued to your original payment method are subject to your card issuer's processing timelines, which are typically several business days.
Decisions
A refund decision completes Layout's internal review of your request. If you have new information that was not available when your request was reviewed, contact us and we will reopen it.
Nothing in this Refund Policy limits any rights you have under applicable law, or your right to dispute a charge with your card issuer. If you are unhappy with an outcome, we would rather hear from you first at support@layout.link so we can try to fix it.
Changes to This Refund Policy
Layout may update this Refund Policy from time to time. Continued use of the services after an updated Refund Policy becomes effective constitutes acceptance of the revised Refund Policy.
Contact Us
Layout, Inc.
support@layout.link
legal@layout.link