Pet Portrait Works sells custom digital files. This policy explains when refunds are available and how to request help.
Preview credit rule
Preview generation is unlimited and free, with or without a pet name. Previews are 1K, low quality, and watermarked.
After previewing, a free 2K medium-quality PNG uses one available free portrait, a 2K high-quality PNG uses 1 credit, and a 4K extra-high-quality PNG uses 2 credits. A confirmed technical failure returns the allowance or credits reserved for that clean portrait.
Because purchased files are custom digital goods, refunds are limited after files have been delivered.
Eligible refund cases
You may request a refund if you were charged twice for the same order, checkout completed but no downloadable files were delivered, or a technical failure prevents us from completing your paid order.
We may also issue a refund when an upload should have been rejected before checkout or when support confirms that the paid delivery cannot be completed.
Cases that are not normally refundable
Refunds are not normally available after high-resolution files are delivered for change of mind, choosing a different style after purchase, or subjective dislike of an AI-generated result that matched the preview shown before payment.
We do not refund because a file was used, downloaded, shared, printed, or edited after delivery.
How to request a refund
Contact support at support@petportraitworks.com with your order email, order ID if available, and a short description of the problem.
We review refund requests case by case. Approved refunds are returned through the original payment method when possible.
Download and support issues
If your download link expires or a PNG download fails, contact support first. In many cases we can resend or regenerate the download without refunding the order.
Payment disputes, chargebacks, and suspected fraud may require additional review.