Refund Policy
Effective date: November 2025
This Refund Policy (Policy) applies to purchases made for and through PixelArtGen (we, us, our). We operate from the Netherlands and apply EU consumer protection rules and Dutch law where applicable. We provide refunds only where required by applicable law.
1. Covered products and services
- Subscriptions that grant a recurring monthly or annual allowance of credits and subscriber features.
- One‑off purchases of additional credit packs.
- Other digital goods or services we may offer.
2. EU right of withdrawal and digital content/services
Consumers in the EU generally have a 14‑day right of withdrawal for distance contracts. Different rules apply to digital services and to digital content not supplied on a tangible medium:
- Subscriptions (digital service): When you subscribe, you request immediate access. If you withdraw within 14 days and service provision has begun at your request, you may owe a proportionate amount for the period provided until you informed us. Any refund, if due, may be reduced accordingly.
- Credit packs (digital content): Credit packs are digital content not supplied on a tangible medium. By purchasing, you consent to immediate supply and acknowledge that you lose the 14‑day right of withdrawal once delivery begins. We surface this consent during checkout.
3. When a refund may be available
- Non‑delivery of credits or access due to an issue attributable to us.
- Persistent technical issues attributable to us that prevent reasonable access or use after troubleshooting.
- Misdescription or material defect in a purchased digital item or service.
- Duplicate charges for the same purchase through our billing system.
Where law permits, we may remedy by re‑crediting your account or re‑delivery instead of a monetary refund.
4. Exclusions
- Change of mind or the product is no longer needed.
- Credits that are fully or partially used (subject to any pro‑rata rules permitted by law for subscriptions).
- Issues caused by third‑party systems outside our control (e.g., your device, browser, internet, third‑party outages).
- Misuse or use contrary to our terms in a way that contributed to the problem.
5. How to request a refund or withdrawal
Contact Support via the in‑app help link or the support contact listed on our website. Include your account email, purchase reference, purchase date, product (plan or credit pack), and a brief description of the issue and remedy requested. We may ask for additional details to assess eligibility under applicable law.
6. Processing refunds
Where a monetary refund is due, we process it to the original payment method via our payment processor. Funds availability depends on your bank or card issuer and typically takes 5-10 business days after approval.
7. Business customers
If you purchase for business or professional use, consumer‑specific statutory rights (including withdrawal) may not apply. Refunds for business purchases are provided only where required by law or expressly agreed in writing.
8. Governing law
This Policy is governed by the laws of the Netherlands and applicable EU consumer protection law. If mandatory local consumer rules grant you greater rights, those rules prevail for eligible consumers.
9. Updates
We may update this Policy from time to time. The version posted on our website at the time of your request applies to your purchase.
Questions or refund requests?
For any questions about refunds or to request a refund, please contact us at: support@spritecook.ai