Refund Policy

• ID Photo — full refund if an authority rejects it for a reason caused by our output. No time limit, no argument.
• One-time purchases — full refund within 30 days if you have not downloaded the full-resolution result.
• Subscriptions — full refund within 14 days of a renewal if you have used less than 20% of the credits from that period.
• Failed generations — automatic, no request needed. Credits are released the moment a job fails.

The ID Photo product exists to produce a photo an authority will accept. If the photo we deliver is rejected by the passport office, visa authority, or other issuing body for a reason attributable to our output — wrong dimensions, wrong background, wrong head size, compression artifacts — we refund you in full.

How to claim

1. Email support@pixelocraft.com with the subject “ID Photo rejection”;
2. Attach the rejection notice or rejection email from the authority, and the photo we delivered;
3. We refund to your original payment method within 5 business days.

What it does not cover

Rejections caused by something we cannot change: your facial expression or head tilt, glasses or headwear that the rules forbid, or an original photo too blurry or badly lit to meet the resolution standard. This is why the free preview includes a compliance report — it flags those problems before you spend anything.

Single Pass, Restore packs, and ID Photo are one-time purchases. They do not auto-renew, so there is nothing to cancel.

Unused, within 30 days: full refund. “Unused” means you have not downloaded a full-resolution result from that purchase. Free previews do not count as use.

Used: generally not refundable, because the cost of the GPU work has already been incurred. If a result is materially broken (wrong crop, corrupted file, obvious artifact across the whole image), tell us and we will refund or re-run it.

Subscriptions renew automatically. Cancel any time from your account — cancellation takes effect at the end of the current period and you keep access until then.

Refund window

Within 14 days of a renewal, if you have consumed less than 20% of the credits granted in that period, we refund the renewal in full. This is deliberately generous because we do not want your money if the tool is not useful to you.

After 14 days, or once you have used more than 20% of the credits, the period is not refundable — but cancelling still stops the next renewal.

Unused credits

Credits are not cash and are not refundable on their own. If you cancel mid-period, you keep using remaining credits until the period ends.

You are never charged for a generation that fails. Credits are reserved before a job runs and released automatically if it errors out or times out — no support ticket needed. If you ever see credits deducted for a result you never received, email us and we will restore them.

1. Email support@pixelocraft.com from the email address on your account;
2. Include your order or subscription ID (it is on your Creem receipt) and what went wrong;
3. We reply within 3 business days. Approved refunds go back to your original payment method and typically land in 5–10 business days, depending on your bank.

Please email us before filing a chargeback — we can almost always resolve it faster, and a chargeback on an account may lead to suspension while the bank investigates. Filing one does not remove your statutory rights.

This policy is in addition to rights you have by law. If you are in the EU or UK, you have a 14-day right of withdrawal for digital content that has not been downloaded. If you are covered by a consumer protection law in your jurisdiction, that law governs where it gives you more than this policy does. Pixelo does not use this policy to limit any such right.