Refund Policy

1. Our Refund Commitment
At ProfileJoy, we stand behind the quality of our AI-generated photos and services. We offer a clear, fair refund policy based on credit usage to ensure satisfaction while protecting against abuse.

2. 7-Day Refund Window
You are eligible for a FULL REFUND within 7 days of purchase IF you have NOT redeemed any credits.

This means:
• If you buy credits but don't use them within 7 days, you can request a full refund
• Credits purchased more than 7 days ago are non-refundable, even if unused
• The 7-day window starts from your purchase date (as shown in your confirmation email)

3. NO Refunds After Credit Usage
Once you redeem credits for ANY pack (Goal Pack or Story Pack), NO REFUNDS are available.

This is because:
• AI processing costs are incurred immediately when you generate photos
• We train a custom model on your photos, which cannot be "undone"
• Computational resources have been consumed to create your unique results

Important: Redeeming even 1 credit makes ALL your purchased credits non-refundable, regardless of how many credits remain in your account.

4. Refund Request Procedure
To request a refund (within 7 days, credits NOT used):

1. Email hello@profilejoy.com with subject: "Refund Request"
2. Include your order number from your purchase confirmation email
3. Confirm you have NOT redeemed any credits
4. Provide purchase date (must be within 7 days)

We will verify that:
• Purchase was within the last 7 days
• No credits have been redeemed
• Account is not flagged for abuse

If approved, refunds are processed within 2-5 business days to your original payment method.

5. Money-Back Guarantee (Post-Generation)
While refunds are not available after credit redemption, we DO offer a quality guarantee:

If you're genuinely unsatisfied with your generated photos, contact us at hello@profilejoy.com within 14 days of generation.

We may offer:
• Free regeneration with adjusted parameters
• Credit compensation for a different pack
• In rare cases, a discretionary refund

This is NOT an automatic refund but a case-by-case review. We're committed to making things right while preventing policy abuse.

6. Non-Refundable Circumstances
Refunds will NOT be granted in these cases:
• Purchase was more than 7 days ago (even if credits unused)
• Any credits have been redeemed (even partially)
• Generated photos have been downloaded or used
• Account has been flagged for abuse or fraud
• User violated our Terms of Service
• Referral credits or promotional credits (only purchased credits are refundable)

7. Credit Expiry vs. Refunds
• Starter & Pro Bundle credits expire 18 months after purchase
• Power Bundle credits NEVER expire
• Unused credits that expire are NOT eligible for refund (expired credits cannot be refunded)
• The 7-day refund window applies BEFORE expiry

8. Policy Against Abuse
We maintain a zero-tolerance policy for refund abuse:
• Repeatedly purchasing and refunding to "try before buying"
• Downloading photos, then requesting a refund
• Using multiple accounts to exploit the refund policy
• Attempting to manipulate or bypass our credit tracking system
• Falsely claiming credits were not redeemed

Abuse results in:
• Immediate refund denial
• Permanent account suspension
• Potential legal action for fraud

9. Chargebacks
If you file a chargeback with your credit card company instead of following our refund process:
• Your account will be immediately suspended
• All credits will be forfeited
• Access to generated photos will be revoked
• Future purchases will be blocked

Please contact us first at hello@profilejoy.com to resolve any issues before initiating a chargeback.

10. Contact for Questions
Questions about our refund policy? Email hello@profilejoy.com and we'll clarify any concerns before your purchase.

Last updated: 17 November 2025