Refund Policy

1. Overview

Mosaci Studio ("we," "us," or "our") provides a browser-based platform for converting photos into mosaic color-by-number designs and related printable outputs. This Refund Policy explains the circumstances under which we will issue refunds, and the process for requesting one.

By purchasing any product or service through Mosaci Studio, you acknowledge that you have read and agree to this policy.

2. Nature of Digital Products

Because digital content is delivered immediately and cannot be "returned" in the conventional sense, our refund policy is more limited than policies for physical goods. Once a generation has been completed or credits have been consumed, the service has been delivered.

This policy is designed to be fair: we will not refuse a legitimate refund request, and we will not issue refunds for reasons that amount to buyer's remorse after a service has been fully delivered.

3. Eligible Refunds

We will issue a refund or credit in the following circumstances:

• Duplicate charge — your payment method was charged more than once for the same purchase due to a processing error
• Billing error caused by Mosaci Studio — you were charged an incorrect amount, charged for a plan you did not select, or charged after cancellation was confirmed
• Technical failure preventing delivery — a generation failed to complete, no output was produced, and the issue was caused by a fault on our platform rather than the source image or user action (see Section 6)
• Unauthorized transaction — a purchase was made without your authorization and you have reported it promptly

All refund requests are subject to review. We reserve the right to request supporting information before approving a refund.

4. Non-Refundable Purchases

The following are generally not eligible for a refund:

• Completed generations where the output was successfully delivered, regardless of satisfaction with the artistic result
• Credits that have been consumed or partially consumed
• Purchases where you have already downloaded, exported, or made use of the generated output
• Requests submitted more than 14 days after the date of purchase
• Dissatisfaction with output quality resulting from the nature of the source image (e.g., low resolution, heavy compression, unsuitable subject matter) rather than a platform fault
• Change of mind after a purchase has been made and service delivered

5. Credit Purchases

Credits purchased on Mosaci Studio are used to generate mosaic outputs. The following terms apply:

• Unused credits — credit packs that are entirely unused may be eligible for a refund if requested within 14 days of purchase and no credits have been consumed
• Partially consumed credits — credit packs where any credits have been used are not eligible for a refund on the remaining balance, except in cases of a verified billing error
• Expiry — credits that have expired without use are not eligible for a refund unless expiry was caused by a platform error

In some cases, rather than issuing a monetary refund, we may offer to restore consumed credits where a generation failed due to a platform fault.

6. Failed Generations

If a generation fails — meaning the platform deducted credits but did not produce a usable output — we will investigate the cause.

Platform fault

If the failure was caused by a bug, server error, or other fault on our side, we will restore the credits consumed by the failed generation or, where appropriate, issue a refund. You do not need to take any action beyond contacting us; we will resolve it.

User-side factors

If the failure was caused by factors outside our control — such as an unsupported image format, a corrupted file, a network interruption on your end, or a source image that could not be processed — credits may not be restored. We will review each case individually and communicate the outcome clearly.

To report a failed generation, please contact us at support@mosacistudio.com with your account email, the date of the transaction, and a brief description of what occurred.

7. Duplicate Charges

If you believe you have been charged more than once for the same transaction, please contact us immediately. To help us investigate quickly, include:

• Your account email address
• The date(s) of the transaction(s)
• The amount charged on each occasion
• A screenshot of your payment history if available

Confirmed duplicate charges will be refunded in full. We process these with priority and aim to resolve them within 3 business days of confirmation.

8. How to Request a Refund

To submit a refund request, please contact our support team within 14 days of your purchase date:

Please include the following in your request:

• The email address associated with your Mosaci Studio account
• The date of the purchase
• The amount charged
• A description of the issue and the reason for your refund request
• Any relevant screenshots or error messages

We will acknowledge your request within 2 business days and aim to provide a resolution within 5 business days.

9. Processing Time

Once a refund is approved, the timeline for funds to appear depends on your payment method and financial institution:

• Credit and debit cards — typically 5–10 business days from the date of approval
• Other payment methods — timelines may vary; we will communicate the expected timeframe when confirming your refund

Refunds are returned to the original payment method used at the time of purchase. We are unable to redirect refunds to a different card or account.

10. Chargebacks

A chargeback is a payment reversal initiated through your bank or card issuer. We strongly encourage you to contact us directly before initiating a chargeback — in most cases, we can resolve the issue faster than the chargeback process allows.

If a chargeback is filed without first contacting us, we reserve the right to:

• Suspend or terminate your account pending investigation
• Dispute the chargeback with supporting transaction evidence
• Decline future purchases from the associated payment method

Fraudulent or abusive chargebacks may be reported to relevant payment networks. We take our obligations to our payment processor seriously and maintain full transaction records in compliance with Stripe's requirements.

11. Abuse and Fraudulent Claims

Mosaci Studio investigates all refund requests. We reserve the right to deny refund requests that we determine, in our reasonable judgment, to be:

• Submitted after multiple prior refunds on the same account
• Based on fabricated or exaggerated claims of technical failure
• Associated with patterns of purchase-and-refund that suggest abuse of the policy
• Filed in connection with a chargeback already submitted for the same transaction

Accounts found to be abusing our refund policy may be restricted or permanently terminated. We treat all customers fairly and expect the same in return.

12. Policy Updates

We may update this Refund Policy from time to time. When we make material changes, we will post the updated policy on this page with a revised effective date and, where appropriate, notify you by email.

Purchases made before the effective date of an updated policy are governed by the version in effect at the time of purchase.

13. Contact Us

If you have questions about this policy or would like to submit a refund request, please reach out:

Last updated: June 17, 2026