Refund Policy
Last Updated: November 28, 2025
ShopShot Ltd operates a strict no-refund policy for digital products. Please read carefully before purchasing.
1. No Refunds for Digital Goods
All purchases are final.
Once credits are delivered to your account, they are non-refundable under any circumstances, including:
- ❌ Change of mind
- ❌ Unused credits
- ❌ Dissatisfaction with generated images
- ❌ Technical issues on your end (browser compatibility, internet connection)
- ❌ Misunderstanding of how the Service works
Why No Refunds?
- Digital products are delivered instantly
- Credits can be used immediately
- Refund abuse is common in digital services
2. Exception: Prolonged Service Outage
We will issue pro-rata refunds ONLY if:
- ✅ The Service is completely unavailable for more than 48 consecutive hours
- ✅ The outage is caused by our infrastructure (not third-party providers)
- ✅ You request a refund within 7 days of service restoration
Pro-Rata Calculation:
Monthly subscription (30 days) x (Hours down / 720 hours)
Example: 72-hour outage = 72/720 = 10% refund (£3.99 for Standard plan)
Excluded Outages:
- Third-party service failures (Stripe, hosting providers, AI models)
- Scheduled maintenance (with advance notice)
- Force majeure events (natural disasters, government actions)
3. Free Trial
We offer 15 free credits for new users to test the Service before purchasing.
Use the free trial to:
- Test image quality
- Understand how credits work
- Ensure the Service meets your needs
No refunds will be issued for:
- Complaints that could have been identified during the free trial
- "I didn't know it worked this way" (free trial exists for this reason)
4. Subscription Cancellation
You can cancel your subscription anytime, but:
- Cancellation takes effect at the end of the current billing period
- No refunds for partial months
- Unused credits are forfeited upon cancellation
- No exceptions
How to Cancel:
- Log into your account > Account Settings > Manage Subscription
- Or access the Stripe customer portal (link in account page)
5. Chargebacks & Payment Disputes
Filing a chargeback instead of contacting support will result in:
- Immediate account termination
- Permanent ban from the Service
- Debt collection for unpaid balances
Proper Dispute Process:
- Email [email protected] with your concern
- We will investigate within 48 hours
- If a refund is warranted (per this policy), we will process it within 7-10 business days
6. Fraudulent Purchases
If we detect fraudulent activity:
- Transactions will be reversed
- Accounts will be permanently banned
- We will cooperate with law enforcement
7. Refund Processing Time
For the rare cases where refunds are issued (prolonged outage):
- Refunds processed within 7-10 business days
- Refunds issued to the original payment method
- You will receive email confirmation
8. EU Consumer Rights (14-Day Withdrawal)
Under UK/EU Consumer Contracts Regulations:
You have a 14-day "cooling-off period" for online purchases. However:
✅ By completing checkout, you explicitly agree to waive this right in exchange for immediate access to digital content (credits)
This waiver is presented clearly at checkout:
☑️ "I agree to immediate access to credits and waive my 14-day cancellation right (Consumer Contracts Regulations 2013)"
This waiver is legally enforceable because:
- Digital content is delivered immediately
- You explicitly consent at purchase
- Standard industry practice for SaaS/digital goods
9. Questions
If you have concerns about a purchase:
- Email: [email protected]
- Response Time: Within 48 hours
Be prepared to provide:
- Account email
- Transaction ID
- Detailed explanation of issue
We will review each case, but please note: the no-refund policy stands unless service outage criteria are met.