Refunds and cancellation

1. Failed photographs refund themselves

If a generation fails, the credit returns to your balance automatically, usually within seconds. You do not need to contact us, and there is no limit on how often this can happen.

A photograph that generated successfully but is not what you hoped for is not a failure. The work was done and the cost was incurred, so we cannot refund it as one. If the result is poor because something is wrong at our end, that is a different matter: see section 6.

2. Once you generate, the payment is final

A credit is spent the moment a photograph generates, and we pay for that computation as it runs. So a payment, whether the first payment of a subscription, a renewal or a plan change, is not refundable once any photograph has been generated with credits from it. That includes the credits from that payment you have not used yet, and it applies whether you are a consumer or a business.

Reading your products does not count. Analysis is free and spends no credits, so uploading photographs and reviewing what we found in them does not affect your right to cancel a new subscription under section 3. Generating a photograph does.

3. Your 14 day right as a consumer

If you are a consumer in the UK or the EU, you have 14 days from the day you start a new subscription to change your mind, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The right attaches to the agreement, so it applies to your first payment. A renewal or a plan change continues the same agreement and does not start a new 14 day period.

Your credits are digital content that we make available immediately. At checkout we ask you to confirm two things before you pay, as an unticked box you choose to tick: that you want your credits available straight away, and that you understand you lose the right to cancel once you generate a photograph. We confirm both back to you by email, together with what you bought and how to cancel, and that email is your record of the agreement.

• If you have not generated any photograph since paying, cancel within 14 days and we refund the payment in full, to the original payment method, within 14 days of your telling us.
• If you have generated a photograph, the right to cancel has ended and the payment is not refundable, including for credits you have not used. Section 2 explains why.

To cancel, email support@fashionstudioapp.com with your account email. A clear statement that you want to cancel is enough; there is no form to complete.

4. Cancelling your subscription

Your subscription renews automatically, monthly or yearly depending on the plan you chose, until you cancel it. You can cancel at any time from your billing page, with no minimum term and no fee. Cancelling takes effect at the end of the period you have paid for and stops the next charge.

Cancelling takes nothing away. Every credit you have already paid for, this cycle's and any rolled over from earlier ones, stays usable until the end of the period you have paid for. On a yearly plan the remaining monthly instalments still arrive on schedule, because you have paid for them. Credits that are unused when the period ends expire with it and are not refunded.

To avoid a renewal charge, cancel before the renewal date shown on your billing page. A renewal that has already been charged is a payment like any other and section 2 applies to it.

Changing plan is not a cancellation. A switch starts a new billing cycle at the new plan's full price, everything you already hold stays, and the unused part of the old cycle is not refunded, because you keep the credits it paid for. The one exception is a yearly plan: the monthly instalments that have not arrived yet when you switch away are refunded to your account balance with Stripe and applied to your next payments.

That account balance is money, not photo credits. It comes off each renewal automatically until it runs out, and nothing is charged to your card while it lasts. You can see what is left on your billing page. If you cancel while some of it is still there, it is still yours: write to us and we will refund the remainder to the card you paid with. Because this is a refund we make by choice rather than one the law requires, we deduct the card processing fees our payment provider does not return to us, which are shown on your refund. This deduction never applies to the 14 day right in section 3 or to a fault under section 6.

5. If a payment fails

If a renewal payment cannot be taken, we retry the card over the following days and Stripe emails you so you can update it. Your credits stay usable while we retry. If the payment still cannot be collected, the subscription ends, any unused credits expire with it, and you can subscribe again whenever you like.

6. If something went wrong

Under the Consumer Rights Act 2015 digital content must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to have it put right, and to a price reduction where that is not possible.

In practice: if a fault at our end spoiled a batch, or you were charged for something you did not receive, write to us with the shoot name and roughly when it happened. We can see what the system did, and where we got it wrong we return the credits or the money without argument.

This applies alongside your other rights, and nothing on this page reduces them.

7. Business customers

The 14 day right in section 3 applies to consumers, not to businesses. Business payments are non refundable except where section 1 or section 6 applies, or where we agree otherwise in writing. Where we agree a refund in writing, the card processing fees we have already paid are deducted from it; a refund under section 1 or section 6 is always in full.

8. Closing your account

Closing your account deletes your shoots, uploads and generated photographs. Download anything you want to keep first. Unused credits are not refunded when you close your account. If you have a subscription, cancel it first so that nothing further is charged.

9. Before you raise a chargeback

Please talk to us first. A chargeback takes weeks and freezes the account while it runs, whereas an email usually resolves the same problem the same day. We would always rather refund you than argue with a bank.

10. How to reach us

support@fashionstudioapp.com. We reply within two working days, usually far sooner. This policy forms part of our terms of service, and Byte Shift Ltd is the company you are contracting with.