Refund Policy

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 using your stored payment information. When an order is placed, the merchant charges your card directly. Layout does not hold your funds and cannot reverse a merchant's charge.

Where Layout issues a refund, Layout pays that refund itself. We cannot recover those funds from the merchant or the card networks. 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. Please contact the merchant directly. We can provide your Layout order record to support your conversation with them.

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, and duplicate orders caused by a failure of a Layout connector.

If you believe an order falls into this category, 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, the Layout connector in Grok, 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 SDK 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.

How to Submit a Request

Refund requests must be submitted within 48 hours of the order being placed. Requests submitted after 48 hours are generally not eligible for review.

To submit a request, contact us 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

Refund decisions are made by Layout and are final. If you have new information that was not available when your request was reviewed, you may contact us to reopen your request.

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.
legal@layout.link