Refund Policy
This Refund Policy explains how Fotoly handles subscription refunds, billing disputes, and service-related credit adjustments for its digital SaaS offering.
Brand information
Fotoly
All services are delivered digitally inside the Fotoly web app. No physical goods are shipped.
Document status
Last updated: April 9, 2026
Most jobs finish in under a minute. Lifestyle scenes, multi-angle views, and AI listing copy can take a little longer.
1. Digital service scope
Fotoly provides digital access to software features and cloud processing workflows. No physical product is shipped, and service access begins after account activation or successful payment.
2. Subscription refund requests
- If your first paid subscription charge was made in error or the service is materially unavailable, contact support as soon as possible with your account email and payment details.
- For renewal charges, please contact support promptly after the renewal if you believe the charge was not authorized or you intended to cancel before renewal.
- Approved refunds are issued case by case, based on account history, timing, usage, and whether service access or credits have already been substantially consumed.
3. Credits and usage
- Credits consumed through successful normal use are generally non-refundable.
- If a workflow fails because of a confirmed service-side issue, we may restore credits or provide another fair adjustment at our discretion.
- Unused included subscription credits do not roll over and are not refundable merely because they were unused.
4. Payment methods and timing
Auto-renew subscriptions currently use card payment methods available through Stripe Checkout. If a refund is approved, it is returned to the original payment method used for that transaction, subject to the processor’s timing and banking rails.
Prepaid manual-renew plan terms may present wallet-based payment methods such as WeChat Pay or Alipay when those methods are enabled, approved, and available for the customer region. Any approved refund is returned to the original payment method used for that transaction.
5. How to request support or a refund
- 1Submit a refund request from the in-app form on /dashboard/credits, or email the support address published on the Contact page from the email tied to your account.
- 2Include the transaction date, amount, reason for the request, and any relevant screenshots or job references.
- 3We review refund and billing requests manually and aim to respond within 2 business days. Approved refunds are returned to the original payment method, and the corresponding credits granted by that purchase are automatically removed from your balance once the refund is processed.
- 4After approval, refunds typically appear on the original payment method within 5 to 10 business days, depending on the issuing bank or wallet provider.
6. Non-refundable situations
- Charges associated with fraud, abuse, policy violations, or account termination for cause are not eligible for refund.
- Requests made without sufficient identifying details or after substantial legitimate service use may be declined.