Refund Policy

1. Scope of This Policy

This Refund Policy explains when PhotoProof Labs ("PhotoProof", "we", "us") issues a monetary refund for a purchase of prepaid analysis credits, and separately explains when a consumed analysis credit may be restored to your internal PhotoProof balance. Monetary refunds and internal credit restoration are different things, and are described separately below. This Policy forms part of, and should be read together with, our Terms of Service.

2. What You Are Purchasing

PhotoProof sells prepaid analysis credits in fixed packages. Credits are used only to obtain PhotoProof analysis services. They are not money, have no cash value, are not transferable between users, are not cryptocurrency or stored-value funds, and cannot normally be redeemed for cash.

3. Payment Providers

Depending on the payment method you choose at checkout, your purchase may be processed by Paddle.com Market Limited ("Paddle") or by PayPal. For a transaction processed through Paddle, Paddle acts as the Merchant of Record (or authorized reseller) for that transaction. For a transaction processed through PayPal, PayPal processes that payment through PayPal's own payment flow.

Paddle is not the Merchant of Record for PayPal transactions, and PayPal is not involved in transactions processed through Paddle. Not every PhotoProof purchase is processed by Paddle.

4. Monetary Refunds for Unused Purchases (14-Day Window)

You may request a monetary refund of an unused purchase within 14 days of the original purchase date.

Submitting a request within this window does not guarantee automatic approval. Whether a refund is granted may depend on, among other things: whether any credits from the purchase have already been consumed; applicable consumer protection law; the circumstances of the transaction; and the policies and requirements of the payment provider — Paddle or PayPal — that processed the transaction.

This is not an unconditional money-back guarantee. Nothing in this Policy limits or waives any mandatory consumer right you have under applicable law; where mandatory law grants you a broader refund right, that right applies instead of this section.

5. Monetary Refunds for Used Credits

Once an analysis credit has been used to successfully obtain a PhotoProof analysis or report, the consumed portion of your purchase is generally not eligible for a monetary refund.

This does not apply, and a refund may still be available, where: it is required by applicable law; you were charged twice for the same purchase (a duplicate charge); you were charged an incorrect amount; a material technical problem on our side prevented the purchased analysis or report from being delivered; the payment provider that processed the transaction determines, under its own applicable policies, that a refund is appropriate; or another refund right exists under mandatory consumer protection law. Disagreeing with, or being dissatisfied with, the outcome of an AI analysis is not, by itself, grounds for a monetary refund.

6. About Our AI Analysis Results

PhotoProof's analysis results are probabilistic estimates, not verified facts. Results may be inaccurate, incomplete or inconclusive, and are not guaranteed to be correct. An inconclusive, unexpected or incorrect result does not, by itself, mean that the requested analysis service was not provided. See our Terms of Service for the full accuracy and reliability disclaimers, which continue to apply in full alongside this Policy.

7. Refunds for Paddle Transactions

For a transaction processed through Paddle, Paddle acts as Merchant of Record (or authorized reseller) for that transaction. Monetary refunds for Paddle transactions are processed through Paddle, and Paddle's applicable buyer terms and refund policies may apply.

An approved refund is generally returned through the original payment method, where supported. You may also use the support or order-management options Paddle provides for your specific transaction (for example, in your order confirmation email or receipt) to inquire about or request a refund.

8. Refunds for PayPal Transactions

For a transaction processed through PayPal, a refund request relates to the corresponding PayPal transaction. Approved monetary refunds for PayPal transactions are processed through the applicable PayPal payment and refund flow, and PayPal's own payment and refund rules may apply in addition to this Policy.

9. Internal Analysis Credit Restoration (Not a Monetary Refund)

Restoring an analysis credit is not the same as issuing a monetary refund.

If an analysis credit is consumed but a qualifying internal technical failure on our side prevents the requested analysis or report from being successfully provided, PhotoProof may restore that analysis credit to your internal PhotoProof balance, so it remains available for a future analysis. Credit restoration is an internal, non-monetary adjustment to your PhotoProof account balance — it is not a cash payment, it is not processed by Paddle or PayPal, and it does not by itself change any amount you were charged.

We do not guarantee automatic restoration in every circumstance; whether a credit is restored depends on the specific technical failure involved. We do not restore a credit merely because: you disagree with the AI analysis result; the result is inconclusive; the probabilistic result later turns out to be inaccurate; you uploaded content that is unsupported or invalid for analysis; or the service otherwise worked as intended but you were unhappy with the outcome.

10. Your Statutory Rights

Nothing in this Policy is intended to exclude, limit or waive any right you have under mandatory consumer protection law that cannot lawfully be excluded or limited, including any applicable statutory right to a refund, replacement or other remedy. Where such a mandatory right applies, it applies in addition to, and where inconsistent instead of, the relevant part of this Policy.

11. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be reflected by an updated "Last updated" date on this page. Continued use of PhotoProof after a change constitutes acceptance of the updated Policy for purchases made after that date.

12. Contact

To request a monetary refund, report a payment problem, or ask about restoring a consumed analysis credit after a technical failure, contact support@photoproof.co with your order or transaction details.

For general, business or other non-support inquiries, contact contact@photoproof.co.