Refund Policy

The short version

• 24 hours from the time of your paid purchase.
• Eligible if you have used 3 or fewer photos from your pack — that is one full generation batch. Past that, your pack is considered consumed and refunds are not available.
• Email [email protected] with the subject “Refund request” and the order email or transaction reference.
• Refunds are initiated within 5 business days and land on your statement 3 to 10 business days after that, depending on your bank.
• The free Walk-In tier costs nothing so there is nothing to refund there.
• EU and UK consumers keep all the statutory rights their local law gives them. The 24-hour window above sits on top of those rights, not in place of them.

What qualifies for a refund

Any paid tier purchase, in full, requested within 24 hours of the purchase time, where you have generated 3 or fewer photos. The 3-photo budget is intentional — a single Generate click in the studio produces 3 photos, so you can run one full batch as a quality check before deciding whether to keep the pack.

Common reasons we approve refunds (assuming the time and usage thresholds are met):

• The generated headshots don't look quite like you.
• The output quality wasn't what you expected — style mismatch, lighting drift, hand or ear artifacts.
• You changed your mind. You found a better tool. You didn't end up needing the photos.
• A technical issue on our side broke the generation flow before you ran your quality-check batch.
• You bought the wrong tier (you wanted Snapshot but accidentally bought Master).
• You bought twice by mistake.

What doesn't qualify

We honor good-faith requests; we decline the following:

• More than 24 hours after purchase, unless a statutory right under EU/UK or US law (see below) extends the window in your specific case.
• More than 3 photos generated from the purchased pack. Past that threshold the pack is considered used. (One Generate click = 3 photos = still inside the window; a second click takes you past it.)
• Repeated “use the pack, refund, repurchase” behavior across multiple accounts or email addresses. We track this; second cycles are declined.
• Accounts suspended for serious violations of our Acceptable Use Policy (impersonation, non-consensual intimate imagery, generation of identifiable third parties without consent). These purchases are forfeited regardless of usage.
• Confirmed chargeback fraud (purchases reported by the cardholder as unauthorized when there is evidence the cardholder did authorize them).
• Free-tier use. The free tier costs $0 so there is nothing to refund.

Why a 3-photo cap (and not 7 days, no questions)

Honest answer: open-ended refunds get cycled. Someone buys, downloads the whole pack, refunds, gets the photos for free, repeats next week from a different email. At our price points the math of fighting that is worse than just narrowing the window.

The 3-photo cap is calibrated so a normal customer can actually see what they bought (one Generate click = 3 photos = a representative sample of the style and likeness quality) before being locked into the purchase. If you used your 3 photos and they look good, you commit to the pack. If they look bad, you refund — and you still keep those 3 photos under the same license they were generated with, so the “quality check” budget is real money on your side too.

We chose this over the alternative of “no refunds at all” (which most direct competitors do — Midjourney, HeadshotPro, Aragon) because we think you should be able to verify the product before being locked in. We just can't leave the door open for refund-cycling.

How to request a refund

1. Email [email protected]with the subject line “Refund request”. The subject is how we route the request to the top of our queue.
2. In the body, include the email address you used at checkout and either the Creem order number from your receipt or the approximate purchase time. The order number is the fastest match.
3. A reason is not required. If you want to tell us, it genuinely helps us improve the product, but blank is fine.
4. You will get a human acknowledgement within 24 hours on a weekday. Refunds are then initiated within 5 business days. You do not need to follow up.

If for some reason email is not working for you, you can also use the contact formwith topic “Refund”. The contact form goes to the same inbox.

How fast you get your money back

End-to-end most refunds clear within 5 to 8 business days. Some Asian and Latin American card networks take longer at the bank end; if you are 10 business days past the initiation email and still see nothing, contact your bank first (they may be holding it pending settlement) and then email us if the bank confirms nothing is in-flight.

How the refund gets returned

Refunds go back to the original payment method. This is a non-negotiable constraint imposed by Creem and the card networks, not by us. If you paid with a card that has since been replaced or closed, the funds are returned to whatever account your bank has on file as the successor; contact your bank if you cannot see them.

We cannot redirect a refund to a different card or a different bank account, and we cannot pay refunds as account credit unless you specifically ask for credit (which is sometimes faster for repeat customers).

Partial refunds and credits

Inside the 24-hour, 3-photo window we generally do not issue partial refunds. The paid tiers are one-time purchases at a single price; either we refund the whole thing or we do not.

Outside the window, partial refunds (or credit toward a future purchase) may be appropriate where we have actually broken the service for you in a specific, demonstrable way. We consider these case by case. Email us with the specific issue and we will respond honestly.

EU and UK statutory rights

If you are a consumer in the EU/EEA or the UK, you have statutory rights that exist independently of the contractual 24-hour promise above. The two rights that matter most for a digital service like ours:

• EU Consumer Rights Directive 2011/83/EU (Article 9) gives you a 14-day right of withdrawal for distance-sold digital services. The right does not apply where the service has been fully performed at your express request before the 14 days are up, and you acknowledged that performing the service would cause you to lose the right.
• UK Consumer Contracts Regulations 2013 mirror the same 14-day cooling-off right with the same digital-content carve-out.

Practically: when you click Generate on a paid tier inside the studio, you are expressly requesting that the service start before the 14-day window expires. The digital service is delivered effectively immediately. That extinguishes the statutory withdrawal right under the directive once the first generation has been delivered to you. The 24-hour contractual policy is what governs after that.

If you never used the tier (zero generations consumed), your 14-day statutory withdrawal right is fully intact and we will honor it regardless of the 24-hour contractual policy. The 3-photo cap only applies to the contractual refund — not the statutory withdrawal right where it survives.

You also have separate rights under the EU Digital Content Directive 2019/770 and the UK Consumer Rights Act 2015 to a remedy where the digital service does not conform to the contract (it has serious quality defects, it does not work, it does not match the advertised description). Those rights are not subject to a 24-hour or 14-day window. Email us and we will sort it.

US consumer protection

Federal US law does not impose a universal cooling-off period on digital purchases (the FTC Cooling-Off Rule applies to door-to-door sales, not online digital services). State law varies. The 24-hour contractual promise we make above is uniform across the US and is the binding floor regardless of state. State unfair-trade laws can give you additional remedies where we materially misrepresented the service; if you think we have, email us with the specifics.

Tax and VAT on refunds

EU/UK VAT is collected by Creem at checkout based on your billing country. When we refund a purchase, the VAT portion is refunded along with the principal in the same transaction; you do not need to claim the VAT back separately.

For non-EU/non-UK buyers, prices on the site are exclusive of local sales tax. If Creem collected any local sales tax for your jurisdiction at checkout, it is refunded in the same way.

What happens to your generated images on refund

Practically, nothing on your side. Once we have delivered headshots to your browser, those files are yours under the license that applied at the time of generation. If you downloaded them, they stay on your device. A refund does not retroactively cancel the license on files you have already saved.

On the server side, refunding the tier downgrades your account to the free Walk-In tier from that point forward; existing generations in your dashboard gallery remain accessible to you until you delete them or your account is closed.

Chargebacks

We would much rather refund directly than have you file a chargeback with your card issuer. Two reasons: it is faster for you (chargebacks take 30 to 90 days to resolve), and chargebacks cost us a fee on top of the refunded amount.

If you initiate a chargeback while a refund request from you is in progress, the chargeback supersedes our refund and we will respond to the bank's inquiry rather than pay the refund directly (because we cannot pay twice). If the chargeback was filed because you did not recognize the charge, please email us first; almost every “unknown charge” resolves in under an hour because the descriptor on the statement says “Creem” instead of FreeHeadshot.

Fraud and abuse

The 3-photo cap and 24-hour window are calibrated specifically to prevent the “buy the pack, download everything, refund” pattern. Accounts that exhibit refund-cycling behavior — multiple purchase-then-refund cycles, especially across linked emails or payment methods — have subsequent refund requests declined.

We also see, very rarely, stolen-card purchases where the actual cardholder later disputes the charge as fraud. We cooperate fully with the bank's investigation. Where we have evidence the purchase was the cardholder's, we present it; where the bank concludes the purchase was unauthorized, we accept the chargeback.

If we got it wrong

If we deny a refund request and you think we made the wrong call, write back with the words “refund appeal” in the subject line. We will take a second look, with fresh eyes, within 5 business days. If you are an EU consumer and we still disagree, you can escalate via the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Changes to this policy

Material changes to this refund policy follow the same notice rules as our Terms of Service: at least 30 days' email notice for paid users, banner on the homepage, archived prior version available on request. Prices and policies in effect at the time of your purchase apply to that specific purchase; we do not retroactively change refund eligibility on existing orders.

Contact

All refund matters: [email protected]with the subject “Refund request”. Replies within 24 hours on weekdays.

Related pages: Terms of Service, Privacy Policy, Acceptable Use Policy.