Thank you for choosing PetArtGen. This Refund Policy explains when we will refund a purchase.
Two things about how our service works shape this policy, and both are in your favor:
- You always see a free watermarked preview before you spend anything. You are never asked to pay for a portrait you have not already seen.
- Credits are only charged after a generation succeeds. A failed generation costs you nothing — there is nothing to refund because nothing was taken.
PetArtGen sells one-off packs of credits. There is no recurring charge, no renewal, no free trial that converts into a paid plan, and nothing to cancel. If you were charged more than once without buying more than once, that is an error — contact us and we will refund it in full.
We will refund your purchase in these cases:
- You were charged but received no credits. Contact us and we will either deliver the credits or refund the purchase, whichever you prefer.
- Credits were deducted but you received no usable file, for example the generation failed after the credits were taken, or the download was corrupt or unavailable.
- You were charged more than once for the same purchase.
- The portrait is materially broken — for example it is not your pet's species, the image is corrupted, or it contains garbled artefacts that make it unusable.
In the first three cases we will refund without argument. For the fourth, please send us the portrait so we can see the problem; in most cases we would rather regenerate it for you at no cost, but we will refund if you prefer.
- You do not like the artistic result, having already approved the free watermarked preview of that same portrait. The preview exists precisely so you can make this judgement before paying.
- The portrait does not resemble your pet as closely as you hoped, where the preview showed the same likeness. AI output is probabilistic and depends heavily on the photograph supplied; this is why we show you the preview first.
- You changed your mind after downloading the high-resolution file.
- Your credits expired unused. Credits expire 30 days after purchase and the expiry date is shown on your credits page throughout.
If you think your case is unfair under these rules, write to us anyway. We would rather resolve it than have you dispute the charge.
Nothing in this policy limits any rights you have under the consumer law of your own country. Where local law grants you a right to cancel or to a refund that is broader than this policy, that law applies.
Note that in some jurisdictions the statutory right to cancel a digital purchase is lost once delivery has begun with your consent. Unlocking and downloading a high-resolution portrait constitutes the start of delivery.
- Email us at support@petartgen.com with the subject line "Refund Request".
- Include:
- Your registered email address
- The transaction ID or receipt number from your Stripe receipt
- The date of purchase
- What went wrong
- We will respond within 3–5 business days.
- Approved refunds are processed within 5–10 business days.
- Refunds are returned to the original payment method.
- Your bank or card issuer may take a further 5–10 business days to show the refund.
Please contact us before starting a chargeback with your bank. We will almost always resolve a genuine problem faster than a chargeback would, and a chargeback filed without contacting us first may result in:
- Suspension of your account
- Loss of any remaining credits
- Restriction from future purchases
We may modify this Refund Policy at any time. Changes take effect when posted to our website and do not apply retroactively to purchases already made.
Last updated: July 19, 2026
