Refund policy

When we refund

• No photos delivered: if a paid generation fails and no usable download is delivered, we provide a full refund after verifying the order. A job still in progress is not automatically considered failed.
• Partial delivery: if fewer than the purchased number of photos are delivered, you can request a proportional refund for the undelivered photos. You keep the successfully delivered photos.
• Duplicate charge: if the same purchase was charged more than once by mistake, we refund the verified duplicate amount. Separate intentional orders are not duplicate charges.
• Quality concerns: contact us within 7 days of delivery for manual review of likeness or other output-quality issues. Approval is not automatic, and this is not an unconditional satisfaction guarantee. Statutory rights are not limited to this 7-day review window.

Partial-refund calculation

We calculate a delivery-failure refund from the actual package price paid, after discounts, multiplied by the number of undelivered photos divided by the number purchased. We round to the nearest currency cent and subtract any amount already refunded for the same issue. Applicable tax adjustments are handled through the payment provider; refunds cannot exceed the amount originally paid.

For a $4.99 four-photo order before tax: one undelivered photo corresponds to $1.25, two to $2.50, three to $3.74, and all four to $4.99. Separate partial refunds are reconciled against the cumulative eligible amount, not repeatedly rounded as individual $1.25 refunds.

How to request help

Email newlifebirdstudio@gmail.com with your order ID, purchase email and a short explanation. You may also use Report a problem on the result page. Neither action automatically regenerates images, deletes files or submits a payment-provider refund.

Save your results before their 24-hour expiry. For a quality review after expiry, we may need a copy of the relevant output; do not send unnecessary sensitive information. We do not keep images longer just because a support request exists.

Please contact us before purchasing again to fix an incomplete order. Never send passwords, card numbers, API keys or identity documents to support.

Processing and exceptions

Approved refunds are initiated manually through the payment provider for the original purchase and normally returned to the original payment method. Bank/provider processing times vary; we do not promise an instant refund.

A missing email alone is not failed delivery if the promised photos can be downloaded from the result page. Expired links after successful delivery or a later preference for another style do not automatically qualify for a refund; contact us to discuss the circumstances.

Free testing and Sandbox payments involve no real customer charge to refund. None of these rules restrict mandatory consumer rights or your right to contact your payment provider.