Effective Date: December 29, 2025
Last Updated: December 29, 2025
This Refund Policy ("Policy") governs refunds, cancellations, and disputes for purchases made through the PortraitAI service at myfamilyphotos.ai ("Service"). By making a purchase, you acknowledge that you have read, understood, and agree to be bound by this Policy. This Policy should be read in conjunction with our Terms of Service and Privacy Policy.
PortraitAI is committed to customer satisfaction. However, due to the digital and AI-generated nature of our products, refunds are subject to strict conditions outlined in this Policy. All refund requests must be submitted in writing to [email protected] within the applicable timeframe specified below.
You are eligible for a full refund if:
Service Failure: The AI generation process fails to produce any portraits due to technical errors on our end, and we are unable to successfully regenerate your portraits within forty-eight (48) hours of your initial payment.
Payment Processing Errors: You were charged multiple times for the same order due to a payment processing error, in which case duplicate charges will be refunded in full.
Account Access Issues: You are unable to access your generated portraits due to technical issues on our end, and we are unable to restore access within forty-eight (48) hours.
You may be eligible for a partial or full refund if:
Severe Quality Defects: Generated portraits contain severe technical defects (e.g., significant corruption, missing faces, extreme distortion) that render them unusable, provided you submit a refund request within seven (7) days of portrait delivery and provide photographic evidence of the defects.
Failure to Preserve Subjects: Generated portraits fail to preserve the identities, faces, or likenesses of individuals in the original uploaded photo to such an extent that the portraits are unrecognizable or unusable, provided you submit a refund request within seven (7) days of portrait delivery with supporting evidence.
Important: We have sole and absolute discretion to determine whether portrait quality is sufficiently degraded to warrant a refund. Our determination is final and binding. Refunds for quality issues are granted only when we determine, in our sole judgment, that the portraits fail to meet our internal quality standards. Minor variations in artistic style, lighting, background rendering, or subjective aesthetic preferences do not constitute quality defects and are not eligible for refunds.
You may cancel your order and receive a full refund if:
Pre-Processing Cancellation: You request cancellation within thirty (30) minutes of payment and before AI generation has commenced. Once generation has started, cancellation is no longer possible, and refunds are subject to the quality and technical failure provisions above.
Refunds will not be issued in the following circumstances:
Subjective Dissatisfaction: You are dissatisfied with the artistic style, aesthetic choices, background rendering, lighting effects, or other subjective aspects of the generated portraits that do not constitute technical defects.
User Error: The quality of generated portraits is poor due to low-quality uploaded images, poor lighting in original photos, blurry or pixelated uploads, or failure to follow upload guidelines.
Change of Mind: You change your mind after portraits have been generated and delivered to your account.
Completed Deliveries: Portraits have been successfully generated, delivered to your account gallery, and are accessible without technical issues, regardless of your subjective satisfaction with the results.
Downloaded Content: You have downloaded one or more generated portraits to your device. Downloaded content is considered fully delivered and consumed, and is not eligible for refund.
Violation of Terms: Your account has been suspended or terminated due to violation of our Terms of Service, prohibited content uploads, fraudulent activity, or other misconduct.
Third-Party Payment Disputes: You initiate a chargeback or payment dispute through your payment provider without first contacting us to resolve the issue. Initiating a chargeback may result in immediate account suspension and forfeiture of access to generated portraits.
Expired Refund Window: You submit a refund request more than seven (7) days after portrait delivery, except in cases of technical failures or account access issues as specified above.
To request a refund, you must:
Submit a Written Request: Email [email protected] with the subject line "Refund Request - Order #[Your Order Number]."
Provide Order Details: Include your order number, account email address, date of purchase, and a detailed explanation of the reason for your refund request.
Submit Evidence: For quality-related refund requests, attach screenshots or images demonstrating the technical defects or quality issues.
Allow Processing Time: We will review your request and respond within five (5) business days. Complex cases may require additional review time.
Upon receiving your refund request, we will:
Verify Eligibility: Confirm that your request meets the eligibility criteria outlined in this Policy.
Investigate the Issue: Review your order details, generated portraits, uploaded images, and any submitted evidence.
Attempt Resolution: If possible, we may offer to regenerate portraits, provide technical support, or offer alternative solutions before issuing a refund.
Issue Decision: Notify you of our decision via email. If approved, refunds will be processed within seven (7) to ten (10) business days.
Approved refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take an additional five (5) to ten (10) business days for the refund to appear in your account. We do not issue refunds via alternative payment methods, cash, or store credit unless required by law.
In cases where only some generated portraits contain quality defects, we may issue a partial refund proportional to the number of defective portraits. For example, if two out of five portraits are defective, you may receive a 40% refund.
Initiating a chargeback or payment dispute through your bank or payment provider without first contacting us is considered a violation of these Terms and may result in:
Immediate Account Suspension: Your account will be suspended, and access to generated portraits will be revoked.
Chargeback Fees: You may be liable for chargeback fees, administrative costs, and legal fees incurred by us in disputing the chargeback.
Permanent Ban: Repeated chargebacks or fraudulent disputes may result in permanent account termination and a ban from using the Service.
Before initiating a chargeback, you agree to contact us at [email protected] to resolve the issue. We are committed to working with you in good faith to address legitimate concerns and reach a fair resolution.
Currently, PortraitAI offers one-time purchases only. If we introduce subscription plans or recurring billing in the future, this Policy will be updated to include subscription-specific refund terms. Subscription refunds, if applicable, will be governed by the terms disclosed at the time of subscription purchase.
We reserve the right to modify this Refund Policy at any time, in our sole discretion. Changes will be effective immediately upon posting the updated Policy on the Service. We will notify you of material changes via email or prominent notice on the Service. Your continued use of the Service after changes constitutes acceptance of the updated Policy. We encourage you to review this Policy periodically.
Nothing in this Policy limits or excludes any statutory rights you may have under applicable consumer protection laws. If you are located in a jurisdiction that provides additional refund rights (e.g., the European Union's right of withdrawal for distance contracts), those rights apply in addition to this Policy to the extent required by law.
If you are located in the European Union, you have the right to withdraw from your purchase within fourteen (14) days of payment without providing a reason, in accordance with EU Consumer Rights Directive 2011/83/EU. However, this right of withdrawal does not apply if:
Digital Content Delivery: You have expressly consented to the immediate delivery of digital content (generated portraits) and acknowledged that you thereby lose your right of withdrawal. By proceeding with portrait generation, you provide such consent and acknowledgment.
To exercise your right of withdrawal (if applicable), contact us at [email protected] within fourteen (14) days of purchase, before portrait generation has commenced.
If you are located in Australia, you have rights under the Australian Consumer Law that cannot be excluded, including guarantees relating to acceptable quality and fitness for purpose. If our services fail to meet these guarantees, you may be entitled to a remedy under Australian Consumer Law.
If you have questions, concerns, or wish to request a refund, please contact us:
Email: [email protected]
We aim to respond to all refund requests within five (5) business days.
Acknowledgment: By making a purchase, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.