Refund Policy

The short version

• 7 calendar days from the date of your paid purchase.
• No questions asked for the first request.
• 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 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 7-day window above sits on top of those rights, not in place of them.

What qualifies for a refund

Any paid tier purchase, in full, for any reason, requested within 7 calendar days of the purchase date. The reasons we hear most often, all of which get approved without question:

• The generated headshots don't look quite like you and regenerating did not fix it.
• The output quality wasn't what you expected. Style mismatch, lighting drift, hand or ear artifacts that did not respond to regenerations.
• 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 for you.
• You bought the wrong tier (you wanted Snapshot but accidentally bought Master).
• You bought twice by mistake.

The 7-day clock starts at the time of purchase shown on your Creem receipt, regardless of when (or whether) you used the generations included in the tier.

What doesn't qualify

We refund generously but we are not infinite. The following requests get declined:

• Requests submitted more than 7 days after purchase, unless one of the statutory rights in the EU/UK or US section below applies.
• Repeated “use the pack, refund, repurchase” behavior across multiple accounts or email addresses. We honor good-faith requests; we decline patterns that are clearly cycling the refund mechanic.
• 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.
• 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.

How to request a refund

1. Email [email protected]with the subject line “Refund request”. The subject line 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 date. The order number is the fastest match for us.
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 7-day 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. If you have used some of the generations in your tier, that is fine, the full purchase is still refundable within the window.

Outside the 7-day window, partial refunds (or credit toward a future purchase) may be appropriate where we have actually broken the service for you in some specific way. We consider these case by case. Email us with the specific issue.

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 7-day 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 7-day no-questions promise above is a contractual commitment we make on top of statutory rights, and is in your favor compared with the strict letter of the directive.

If you never used the tier (no generations consumed), your 14-day statutory withdrawal right is fully intact and we will honor it regardless of the 7-day contractual policy.

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 7-day 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 7-day 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, your generated images are deleted within 24 hours regardless of refund status, per our privacy policy. Refunding the tier does not change that timeline either way.

If you had access to additional tier features (extra generations beyond the free quota, advanced styles, no-watermark output), those features are unlocked at the account level and revert to the free tier's limits at the moment the refund is processed.

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, which we then have to recoup somewhere.

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

We see, very occasionally, accounts that exist solely to abuse the refund mechanic (purchase a high tier, download every output, request a refund, repeat next week from a different email). These accounts get the refund declined on the second cycle.

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.