Legal
Refund policy
When tokens can be refunded, what cannot be refunded, how a refund is made through our payment provider, and what happens after a chargeback.
Published in English. English governs this document, whatever translation is provided.
Draft. This text has not been reviewed by a lawyer and is not the agreed version. It says what we intend to agree, so that it can be read and corrected before Try-On goes on sale.
Last changed: 20 September 2026
This policy is part of the terms of service and uses the words defined there.
1. Who sells tokens
Tokens are sold by Freemius, Inc., of Wilmington, Delaware, United States, acting as the merchant of record for the sale: it resells them to you, takes the payment, charges any tax due where you are, issues the receipt or invoice, and makes the refund itself. Its own buyer terms apply to the purchase, alongside this policy.
We decide a refund; Freemius pays it. Ask us, and we instruct them. Within the first 30 days after a purchase they can also refund it directly; after that, it comes from us.
Where the law where you live, or the payment provider’s own terms, give you more than this policy does, the greater right applies.
2. What can be refunded
Unused tokens, at the price actually paid for them, where you ask within 14 days of the purchase they came from. If you paid less than the list price, the refund follows what you paid.
Where you have used part of a purchase, we refund the rest in proportion to what is left. We will show you how we worked it out. This is a right where you are a consumer (clause 9), and it is how we deal with a business customer too.
Tokens do not expire. They stay on the account while it is open, so a purchase does not stop being usable because time has passed.
Tokens are a one-time purchase. They do not renew, nothing is charged again without your asking, and there is no subscription to cancel.
3. How to ask
Write to [email protected] from the address on the account, saying which purchase it is about and why. We will answer, tell you what we work out, and instruct our payment provider where a refund is due.
4. What cannot be refunded
- Tokens you have spent. A result was generated, and we were charged for it.
- A render that fails at the generator still costs its tokens, because we are charged for it either way. The plugin says so before you confirm, and your usage record shows those runs.
- The check of a garment image, which costs its token even when the image is turned down.
- Tokens given rather than bought, such as a free allowance or tokens we granted.
- Purchases older than the period in clause 2, unless clause 6 or clause 9 applies, or the law says otherwise.
5. How a refund is paid, and what it does to your tokens
A refund goes back to the way you paid, in the currency you paid, through the payment provider. The tokens it covers are taken off your balance at the same time. Where a refund would leave the balance below zero, the account may be frozen until it is settled.
6. Billing mistakes
If you were charged twice, charged after closing your account, or charged an amount that does not match what you chose, tell us and we will have it put right in full. No time limit applies to a billing mistake.
7. Chargebacks
A chargeback is a dispute raised with your bank or card issuer against the payment provider, which is the seller of record.
If one is raised: the tokens from that payment are taken back; the account may be frozen while it is resolved; and we will give the payment provider the records of what was bought and what was used. A frozen account keeps the results it has already made.
Please write to us first. A mistake is quicker for us to fix than a dispute is for anyone to unwind.
8. Repeated requests
We may decline a request, or stop selling tokens to an account, where refunds are asked for repeatedly in a way that suggests the service is being used and then reclaimed.
9. If you are a consumer
This policy is written for businesses, but the law decides who is a consumer, not a term in a document. If you buy outside a trade, business or profession and you are in the European Union or the United Kingdom:
- You have 14 days from the purchase to change your mind, and you do not need a reason. The period runs from the day the contract is made.
- Spending some of the tokens does not take the right away. We keep an amount in proportion to the tokens you have used and return the rest.
- Buying tokens is not the supply of digital content, so the exception that ends the right for digital content does not apply to the purchase. A pack with tokens left in it has not been fully performed either, so the exception for a completed service does not apply to it.
- Asking us to generate inside the 14 days is a separate matter: you consent to us starting, and a Result once made has been supplied. The right over the rest of the pack stands.
- The checkout tells you this before you pay, because the sale is the payment provider’s and its checkout shows the cooling-off notice to buyers in the European Union. This policy says the same thing in our own words, and the two are meant to agree; if they do not, the one that gives you more wins.
Nothing here removes a right the law where you live does not allow us to remove. Where this policy and that law disagree, that law wins.
10. Tax and invoices
The payment provider charges any tax due where you are and issues the receipt or invoice. Prices for tokens are exclusive of tax unless we say otherwise.