Refund Policy

1. Service provider

2. Scope of this Policy

This Policy applies to payments made directly to AI Product Customizer for:

• premium Plugin licences;
• monthly or annual subscriptions;
• hosted AI-generation services;
• generation-credit packages;
• paid upgrades or licence extensions;
• support or maintenance plans; and
• other digital products sold directly by us.

This Policy does not govern purchases made from an independent reseller, marketplace, WordPress merchant, ecommerce store or other third party. Refund requests for those purchases must normally be submitted to the seller shown on the receipt.

3. Voluntary commercial refund guarantee

The 14-day period begins on the date of the initial purchase. This commercial guarantee is additional to any mandatory consumer rights.

To qualify under the voluntary guarantee:

• the request must be submitted within 14 calendar days of the initial purchase;
• the purchase must have been made directly through AI Product Customizer;
• the request must identify the account, order or invoice;
• you must provide a reasonable explanation of the problem where the request concerns compatibility or a technical failure;
• you must allow us a reasonable opportunity to diagnose and resolve a technical issue where appropriate; and
• the Account must not have been used fraudulently or in material breach of our policies.

A refund under this commercial guarantee terminates the refunded licence or subscription and may disable associated premium services, updates, support and unused credits.

4. Situations that may qualify for a refund

Subject to applicable law and the other conditions in this Policy, a full or partial refund may be appropriate when:

• you request a refund within the voluntary 14-day period for an eligible initial purchase;
• you were charged more than once for the same purchase;
• we charged an incorrect amount;
• a paid feature described as included in your plan was materially unavailable and we could not restore it within a reasonable period;
• the Plugin has a material confirmed defect that prevents its core advertised functionality in a supported environment and we cannot provide a reasonable remedy;
• a billing error occurred because of our systems;
• mandatory consumer law entitles you to a refund, price reduction or contract termination; or
• we approve the refund as a discretionary customer service measure.

Approval in one case does not require us to approve future requests presenting different circumstances.

5. Situations normally not covered by the voluntary guarantee

Unless mandatory law requires otherwise, refunds will not normally be provided merely because:

• you changed your mind after the applicable refund or withdrawal period;
• you no longer need the Plugin or Service;
• you purchased the wrong plan without contacting us promptly;
• you did not review the published requirements, documentation or supported environment;
• your website, hosting, theme, extension or third-party plugin is incompatible and the incompatibility was not caused by a defect in our supported software;
• you do not have sufficient WordPress, WooCommerce, hosting or technical knowledge to configure the product;
• you did not use the licence, subscription or available credits;
• your connected AI Provider rejected a request, changed its service, imposed limits or became unavailable;
• a third-party provider charged you directly;
• the generated image did not match a purely subjective artistic expectation;
• your Account was suspended for fraud, unlawful content, security abuse or a material policy violation;
• you failed to cancel an automatically renewing subscription before its renewal date;
• you bought the product through a third-party seller; or
• a promotional discount became unavailable after the purchase.

6. Right of withdrawal for EU and EEA consumers

If you purchase exclusively as a consumer, rather than for business or professional purposes, you may have a statutory right to withdraw from a distance contract within 14 calendar days without providing a reason.

For a service contract, the withdrawal period normally begins when the contract is concluded.

Different rules or exceptions may apply when:

• performance of a digital service begins during the withdrawal period at your express request;
• digital content is supplied immediately without a physical medium;
• the service has been fully performed after your prior express consent;
• you expressly acknowledge that beginning performance may affect or end the withdrawal right; or
• another statutory exception applies.

We will not rely solely on this Refund Policy as proof of consent where the law requires a separate affirmative action during checkout.

6.1 Exercising the withdrawal right

To exercise a statutory withdrawal right, send an unambiguous statement before the applicable period expires to: billing@aiproductcustomizer.com .

You may use the following wording, although no particular format is required:

We may ask for enough information to verify the purchase and the person making the request.

7. Immediate supply of digital content and services

AI Product Customizer licences and hosted functionality may become available immediately after payment.

Where required by consumer law, checkout may ask you to:

• expressly request immediate access or immediate performance;
• acknowledge that performance begins before the end of the 14-day withdrawal period; and
• acknowledge any resulting loss of the statutory withdrawal right where the law permits that result.

If you have requested that a service begin during the withdrawal period and then lawfully withdraw before it is fully performed, applicable law may permit a proportionate charge for the service already supplied.

8. Defective or non-conforming digital content and services

The voluntary refund conditions do not replace mandatory legal remedies where a digital product or service:

• does not match its contractual description;
• does not provide agreed core functionality;
• is not supplied as agreed;
• contains a material defect;
• is incompatible with a supported environment contrary to information supplied before purchase; or
• fails another mandatory conformity requirement.

Depending on applicable law and the circumstances, the available remedy may include:

• bringing the digital product into conformity;
• providing an update or correction;
• replacement or renewed access;
• a proportionate price reduction;
• termination of the contract; or
• a refund.

A refund may not be the first required remedy where the defect can lawfully and reasonably be corrected without significant inconvenience.

9. Subscriptions and automatic renewals

9.1 Recurring billing

Monthly and annual subscriptions may renew automatically until cancelled. The billing frequency and renewal terms will be shown during checkout.

Cancellation stops future renewals but does not normally refund the current billing period.

9.2 Renewal refunds

Renewals are normally non-refundable once processed, except where:

• mandatory law requires a refund;
• the renewal was charged after a valid cancellation;
• the same renewal was charged more than once;
• the amount charged was incorrect; or
• we approve an exceptional refund after reviewing the circumstances.

Where an exceptional renewal refund is requested, contact us as soon as possible and preferably within 14 calendar days of the renewal charge.

9.3 Downgrades

A downgrade normally takes effect from the next billing period. Unused time on a higher plan does not normally create an automatic cash refund unless stated otherwise during the downgrade process.

10. AI generation credits and usage allowances

Plans may include a number of AI generations, usage units or separately purchased credits.

Unless mandatory law requires otherwise:

• credits already consumed are not refundable;
• a failed request will not be treated as consumed where our systems can reliably confirm that no usable Output was supplied;
• a generation that completes successfully is normally treated as consumed even if the artistic result is not selected or used;
• unused monthly allowances may expire at the end of the billing period unless the plan expressly provides rollover;
• promotional or free credits have no cash value;
• credits cannot normally be transferred between Accounts; and
• refunded, reversed or fraudulent purchases may result in the removal of related credits.

Where a package containing credits is refunded, we may deduct the reasonable value of credits already consumed if permitted by applicable law.

11. Technical problems and compatibility

Before requesting a refund for a technical issue, please:

1. confirm that your environment meets the published requirements;
2. update WordPress, WooCommerce and the Plugin where it is safe to do so;
3. temporarily test for conflicts with the active theme or other plugins in a staging environment;
4. review the relevant documentation; and
5. contact support with diagnostic information.

We may request:

• the Plugin version;
• WordPress and WooCommerce versions;
• PHP version;
• browser and operating-system details;
• relevant logs or screenshots;
• steps required to reproduce the problem; and
• temporary access to a staging environment, where you choose to provide it securely.

You should remove passwords, customer information, payment information and unrelated personal data before sending diagnostic material.

12. AI-generated results

AI image generation is probabilistic. A particular request may produce results that differ in style, detail, composition, spelling, colour or commercial suitability.

A refund will not normally be issued solely because:

• you dislike the artistic style;
• the Output is not identical to an imagined result;
• different attempts produce different Outputs;
• an Output requires another generation or manual editing;
• the prompt did not produce the desired interpretation; or
• a third-party AI Provider applies a content or safety restriction.

This does not affect your rights where the generation service itself was not supplied, materially malfunctioned or failed to conform to the paid plan.

13. Duplicate, unauthorised or incorrect charges

Contact us promptly if:

• you were charged twice for the same order;
• the charged amount differs from the checkout total;
• a charge occurred after a confirmed cancellation;
• you do not recognise a transaction; or
• an invoice contains incorrect billing information.

For suspected unauthorised use, you should also secure your Account and contact your payment provider where appropriate.

We may need to review payment-provider records, Account activity, IP logs and transaction identifiers before resolving the request.

14. Physical products sold through Customer Stores

AI Product Customizer provides product-customisation technology. Unless we expressly identify ourselves as the seller on the relevant checkout, we do not sell, manufacture, print, fulfil or deliver the physical products offered by independent Customer Stores.

Refunds concerning a physical product, including:

• printing quality;
• product colour or material;
• size or fit;
• manufacturing defects;
• delivery delays;
• lost shipments;
• incorrect products;
• returns; or
• order cancellation

must normally be requested from the merchant that sold the product.

Personalised physical products may be subject to different withdrawal or return rules under applicable consumer law. The merchant is responsible for explaining those rules in its own terms and refund policy.

15. How to request a refund

Submit your request to: billing@aiproductcustomizer.com .

Include:

• your full name or business name;
• the email address used for the purchase;
• the order, subscription or invoice number;
• the purchase or renewal date;
• the product or plan purchased;
• the reason for the request;
• relevant technical information where the request concerns a malfunction; and
• whether you are exercising a statutory consumer right or requesting our voluntary commercial guarantee.

Do not send full payment-card numbers, passwords, secret API keys or unnecessary identity documents.

16. Review and refund processing

We will review the request using the purchase records, Account usage, support history and applicable legal requirements.

If approved:

• the refund will normally be sent to the original payment method;
• the affected licence or subscription may be cancelled;
• access to premium functionality may end immediately;
• unused credits included in the refunded purchase may be removed; and
• any invoice or credit note required by law will be issued.

We will initiate an approved refund without undue delay. The time required for the amount to appear in your Account depends on the bank, card network, currency and payment provider.

We are not responsible for delays caused solely by the receiving bank or payment provider after the refund has been correctly initiated.

Currency conversion differences, payment-provider fees or bank charges may not be recoverable unless applicable law requires otherwise.

17. Chargebacks and payment disputes

Please contact us before initiating a chargeback so that we can investigate and attempt to resolve the issue.

A chargeback should not be used as an alternative to a normal refund request where the transaction was authorised and there is no allegation of fraud.

When a payment dispute is opened, we may provide the payment provider with relevant evidence, such as:

• checkout and consent records;
• invoice and transaction information;
• Account login and licence activation records;
• subscription cancellation records;
• service usage and generation records;
• support communications; and
• the applicable contractual terms.

Opening a chargeback may cause the disputed subscription, licence or credits to be suspended while the dispute is reviewed.

18. Fraudulent or abusive refund requests

We may refuse a voluntary refund, suspend an Account or take other proportionate action where we reasonably identify:

• repeated purchases followed by refund requests;
• substantial consumption of generation resources;
• sharing or resale of licence credentials;
• attempts to retain access after a refund;
• falsified transaction or technical information;
• payment fraud;
• chargeback abuse;
• circumvention of usage limits; or
• a material violation of our Acceptable Use Policy.

This section does not permit us to refuse a mandatory legal remedy to which a consumer is entitled.

19. Changes to this Refund Policy

We may update this Policy to reflect changes in our plans, billing systems, payment providers, commercial guarantee or applicable law.

The version applicable to a purchase will normally be the version presented or available when that purchase was made, except where a later version gives the customer more favourable rights or a legal change must apply.

The current version is identified by the “Last updated” date at the top of this page.

20. Contact

Refund, withdrawal and billing requests may be sent to: