Generated shots vary, and now and then one comes out wrong — a sleeve print that is not yours, a blurred border, hands that look off. When that happens you do not have to absorb the whole cost. You can ask our team to return part of it.
Step 1: open the shot's menu
In the Orders tab, tap the ••• in the top-right corner of the shot and choose Ask for half credits back. The option shows only on a finished shot that cost credits you paid for.
Step 2: say what went wrong
Tick everything that applies, and add a sentence. Before you send, the dialog tells you how that kind of request is usually decided, so you know what to expect.
| Group | What you can tick | Usually |
|---|---|---|
| Garment problem | Garment came out wrong · Detail lost or distorted · Fit or drape is off · Model or hands look wrong | Credits returned, unless the photo you uploaded made it impossible to read |
| Preference | Pose or angle not what I wanted · Styling or background not what I wanted · Something else | Case by case: returned when the result is genuinely unusable |
Step 3: wait for the review
The request appears under Dashboard → Refunds as Under review. Nothing leaves your balance and nothing is paid out yet.
Step 4: the answer
If it is approved, 50% of the credits go straight back to your balance and the request shows Approved. If not, it shows Rejected and a note says why.
How the limit works: a worked example
Every plan or pack you buy carries its own limit: 10% of its credits. A shot counts against the plan or pack it was made under — the latest one you had when you generated it. Here is one customer's year, with today's numbers (a 1K shot costs 20 credits, so a claim returns 10).
- Month 1: you buy Starter (1,000 credits)
Its limit is 10% of 1,000 = 100 credits. You make 20 shots, and all of them belong to Starter.
- You claim on shots that missed
Shots 3, 7 and 12 come out wrong, so you ask for credits back on each — 10 credits per claim, 30 in all. A claim under review already counts, so Starter has 70 credits of limit left. If our team rejects one, its 10 credits go back into the limit.
- Month 2: you buy the Value Pack (500 credits)
The pack brings its own limit of 10% of 500 = 50 credits, for the shots you make from now on. Starter's unused limit stays with the shots made under Starter; the two are never added together.
- You use up the Value Pack's limit
After 5 claims of 10 credits on Value Pack shots, its 50 credits are used. The option disappears from the menu of every shot made under the pack. Shots made under Starter still show it for as long as Starter has limit left.
- Buying again starts a new limit
If Starter is fully used up and you buy it again, shots you make after that get a fresh 100 credits. The old plan's limit does not reopen.
| Shot made under | Its limit | Claimed | Menu option |
|---|---|---|---|
| Starter | 100 credits | 30 credits (3 claims) | Shown — still has room |
| Value Pack | 50 credits | 50 credits (5 claims) | Hidden — limit used up |
The rules, in one place
- Only credits you bought count. Welcome and referral credits are free, so a shot made with them has nothing to return; on a shot that used both, only the bought part counts.
- You get 50%, not all of it, and only once per shot.
- Each plan or pack carries its own limit: at most 10% of its credits can come back. A shot counts against the plan or pack it was made under. Requests under review count towards the limit, and a rejected one gives its share back.
- Once you reach that limit the option is hidden from the shots made under that plan or pack. Shots you make after your next purchase get a fresh limit; buying again never reopens an older one. Dashboard → Refunds shows how much is left on your latest.
- The shot must be finished and your own.
- Recreate makes a new generation at the normal price. If the first shot missed, ask for credits back on it too.
How long does the review take?
Normally within two working days. The answer appears on Dashboard → Refunds.
Can I ask again if it is rejected?
No. It is one request per shot and the decision is final for it. Re-photograph the garment and generate a new shot instead.
Why is there no option on my shot?
It was made with free credits, it has not finished, you have already applied for it, or you have used the 10% of the plan or pack it was made under that can be returned.
What is the 10% limit?
Every plan or pack has its own limit of 10% of its credits. On a 500-credit pack that is 50 credits; on a 1,000-credit plan, 100. A shot counts against the one it was made under. Pending requests count towards it; rejected ones do not. A new purchase gives later shots a fresh limit and never reopens an old one.
Do I get money or credits back?
Credits, added to your balance. Money paid for credits and plans is covered by the Refund policy.
