Refund Policy

This Refund Policy supplements Section 3 of our Terms of Service. In case of conflict, this policy prevails.

1. Eligible Refund Cases ✅

We will issue a full refund within 5 business days via the original payment method (Visa / Mastercard / UnionPay) in the following situations:

1.1 Service-side technical failure

• AI processing failed (server error, model crash, timeout)
• Result link generated but cannot be accessed (not caused by you)
• System-wide service anomalies confirmed by us

1.2 14-day no-questions-asked refund

All of the following conditions must be met:

• ⏱️ Within 14 calendar days of purchase
• 📥 No restored result file has been downloaded
• 🔗 The private result link has not been clicked (verifiable via our backend logs)

If all conditions are met, you may request a refund without providing any reason.

1.3 Duplicate payment

• Same order accidentally charged twice due to network or operation issues
• We will verify with payment records and refund any duplicate charge in full

1.4 Service termination / major change

• If we terminate the service for any reason, unused service credits will be refunded pro-rata
• If a major change (e.g., core AI model replacement causing significantly different results) is unacceptable to you, you may request a partial refund of unused portion

2. Non-refundable Cases ❌

To prevent abuse, refunds will not be issued in the following cases:

2.1 Service already consumed

• Restored result has been downloaded
• The private link has been clicked (deemed as service started)

2.2 Original image issues

• Original photo is severely torn, face missing, or has large damaged areas, limiting AI output
• Resolution too low (< 200×200 pixels) but we have completed processing
• ⚠️ We strongly recommend emailing us a sample before ordering for such cases

2.3 Incorrect email

• You provided a wrong email at checkout, but our logs confirm successful delivery
• Contact us to resend to a correct email, no refund needed

2.4 Past deadline

• Refund requests submitted more than 30 calendar days after purchase (except for service-side failures under §1.1)

2.5 Violation of Terms

• Use violating Section 4 of our Terms of Service (illegal, infringing, sensitive content, etc.)

3. Refund Process

Step 1: Submit your request

📧 Email hello@photorevive.cn

Subject format:

Refund Request + Order ID + Brief Reason

Example:

Refund Request + ORD20260622001 + Result not delivered

Please include in your email:

• Email address used at checkout
• Order ID (in your payment receipt email)
• Reason for refund
• Screenshots or logs (if applicable)

Step 2: Our response

• ⏱️ First response within 24 hours (typically 2-6 hours)
• After reviewing order and server logs, we will give a Approve / Partial / Deny decision

Step 3: Refund arrival

• If approved, refund processed within 5 business days via original payment method
• Credit card: typically 3-7 business days to arrive
• If not received within 7 business days, contact us to assist with tracing

4. Special Cases

4.1 Partial refund

• For batch orders, refund is pro-rated based on the failed portion
• For subscription orders, unused days are refunded pro-rata

4.2 Creem MoR channel

• We use Creem.io as our Merchant of Record (MoR) for payment and refund processing
• Actual arrival time depends on Creem's processing and your issuing bank
• In case of Creem channel issues, we commit to assisting you and may use alternative legal means for compensation if necessary

4.3 Dispute resolution

• If you disagree with our refund decision, you may appeal via email
• Unresolved disputes follow Section 9 of our Terms of Service (Governing Law & Dispute Resolution)

5. Anti-abuse Measures

We reserve the right to:

• Restrict re-ordering for accounts with frequent refunds (e.g., same email or payment account refunded 3+ times within 6 months)
• Pursue legal action against clearly malicious behavior (e.g., download-then-refund, batch micro-order refund abuse)

6. Contact Us

• 📧 Refund inquiries: hello@photorevive.cn (include “Refund Request” in subject for priority)
• ⏱️ Response time: First response within 24 hours
• 🌐 Website: https://photorevive.cn

This policy operates alongside our Terms of Service and Privacy Policy.