Refund Policy

1. In short

Request a refund of an unused credit pack within 7 days of purchase from your credit history. No credit may have been used since that purchase, even if failed work later returned it. One request per pack; no partial-usage refunds. The amount returned is the amount paid minus payment-processing fees retained at purchase. Your exact refund and retained fee appear before you confirm. Your separate statutory rights are below.

2. Failed or interrupted generations

When you start an image, edit, on-model view, photoshoot, or film, the credits it costs are reserved. If the generation does not complete, whether because of a technical error, a timeout, or a content check, the reservation is released and the credits return to your balance without you having to ask.

A photoshoot is one generation of six shots. Its credits are returned if the whole shoot fails. If some shots complete and others do not, the shoot is charged and you keep the completed shots.

A generation that completes is a delivered service, even when the result is not what you hoped for. The images and films are illustrative and results vary, so completed generations are not refunded. Adjusting the prompt or references and generating again is usually the fastest way to a better result. Studio images and films are AI-generated, and generated files in the studio's standard formats (JPEG, PNG and WebP images; MP4 films) carry an embedded, machine-readable AI-content marker in their metadata (IPTC “digital source type”) where the file format supports metadata; the marker remains in the file when downloaded and customers must not remove it where disclosure is legally required.

3. Credit purchases

Request through your credit purchase history within 7 days of purchase. Any credit deduction since that purchase ends eligibility, including a deduction later returned because work failed. The entire pack's credits must remain available. One request per pack; no refund after partial usage.

An eligible refund returns the amount you paid minus the payment-processing fees retained on the original payment. You will see the exact refund and retained fee before confirming. Once confirmed, the pack's credits are removed from your balance. If processing needs review, we will let you know; a refund may take several business days to appear.

Credits otherwise have no cash value, cannot be transferred or resold, and do not expire while your account remains active and in good standing. These rules are also set out in Section 8 of the Terms of Service.

4. Billing errors

If you were charged twice, paid for a pack whose credits never arrived, or see a transaction you do not recognize, contact us within 30 days of the charge. Include the date, the pack, and the email address on your account. We investigate every report and correct verified errors, including reversing the charge where that is the right remedy.

Please contact us before opening a dispute with your bank or card issuer; a direct report is almost always resolved faster.

5. Account closure

Closing your account does not itself start a refund. If a pack meets the rule above, request its refund before closing your account. Other unused credits are not refunded when you close your account, or when an account is terminated for a breach of the Terms of Service.

6. Your statutory rights

Statutory rights: EEA and UK consumers keep their 14-day right of withdrawal for a full refund. By purchasing, you request immediate delivery of credits and acknowledge that this right is lost once a credit is used. To exercise this right, contact us at the address below within 14 days of purchase. This manual path is separate from the seven-day unused-pack request. Nothing here limits other non-excludable consumer rights.

7. Contact

Questions about a charge or your balance: info@thetarzi.com, or use the contact page and choose “Billing and credits”.