Refund Policy

Overview

This Refund Policy applies to purchases of Family Photo Maker digital content and subscriptions on the website, paid through Stripe. Support: support@familyphotomaker.com.

App Store (iOS) purchases are refunded only through Apple. Print (wall art) orders follow the Print policy.

Digital content and the 14-day withdrawal right

Portrait generations are digital content delivered immediately when you spend credits. By starting a generation you consent to immediate delivery and acknowledge that you lose the EU 14-day withdrawal right once generation starts, under Directive 2011/83/EU Article 16(m).

If you paid and have not started any generation, EU/EEA consumers may still request withdrawal of unused digital content within 14 days of purchase. Contact support@familyphotomaker.com. We will refund unused credits for that purchase where the law requires it.

Used credits

Credits that have been used to generate portraits are non-refundable, except where we caused a technical failure that prevented delivery of the generation (for example a failed render that was not automatically credited back). Failed generations that the system already refunded in credits are not also refunded in money.

Refunds of money for technical failure of the Service itself are at our discretion unless the law requires otherwise. We may refund a payment, restore credits, or both, depending on the facts.

Subscriptions

Cancel anytime; access continues until the end of the paid period. We do not refund the remaining days of a period when you cancel, except where required by law.

Upgrades are charged a prorated amount immediately. Downgrades take effect at the next renewal and are not refunded for the current period.

Chargebacks and payment disputes

If you have a billing problem, email support@familyphotomaker.com before filing a chargeback. Chargebacks for service that was delivered (including generations that ran after payment) will be disputed. We retain purchase records, IP and device data, generation logs, and your acceptance of these terms as evidence.

Opening a chargeback may pause further credit grants, block new generations, and suspend the account while the dispute is open. If a dispute is decided in our favour, we may restore paused access. If it is decided against us, unused credits stay revoked and the account may remain suspended.

Credit packs

Unused pack credits can be considered for a refund only if no generation has been started against them and withdrawal rights still apply, or if we agree as a goodwill gesture. Used pack credits are non-refundable.

Prints

Physical prints are personalised and made to order. See the Print policy for reprints of damaged or defective items. Change-of-mind returns are not accepted after production has started.

How to request a refund

Email support@familyphotomaker.com with the email on the account, the approximate purchase date, and what went wrong. We aim to reply within a few business days.