A Vastralook failed shot refund happens automatically: if a shot fails to generate, the credits it reserved go back to your balance with no request. A shot still waiting can be cancelled for its credits. A finished shot that missed can earn 50% of its bought credits back, after a review. Money paid for credits is not refunded, except billing errors.
There are four different situations, and the rule is different for each. This page sets them side by side so you know which one you are in. It follows the app and our Refund & Cancellation Policy as they stand at the time of writing.
Vastralook failed shot refund: the four cases
| Situation | What happens | Do you ask? |
|---|---|---|
| The shot failed to generate | Credits reserved for it go back to your balance automatically | No |
| The shot is still waiting in line | Cancel it from the Orders tab; credits return straight away | You press Cancel |
| The shot finished but missed your garment | Ask for half credits back; a person reviews it and 50% of the bought credits return if approved | Yes, from the shot's menu |
| The shot is fine but you want another | Recreate makes a new generation | Free once on Standard orders; otherwise normal price |
Case 1: the shot failed
Credits are reserved when a shot is queued. If the shot fails or is cancelled, the reservation is released and the credits go back to your balance. The Orders tab shows a Failed card that says what went wrong. Any free credits the shot had used come back as free credits. You do not need to ask.
Case 2: cancel a shot that has not started
A batch still waiting in line can be cancelled from its card in the Orders tab. The credits for every shot that had not started return to your balance straight away. Once a shot has started generating it cannot be cancelled; if it misses, ask for credits back instead. A team-delivered order cannot be cancelled once our team has started work on it, so contact support early.
Case 3: the shot finished but missed
Open the ⋯ menu on the finished shot and choose Ask for half credits back. Tick what went wrong and add a sentence. A person reviews the shot against your garment photo, normally within two working days, and the decision with a short note appears on your Dashboard. If approved, 50% of the credits return to your balance. On a 20-credit shot paid entirely with bought credits, that is 10 credits.
We approve it when the shot failed to reproduce the garment you uploaded: wrong colour or print, lost or distorted detail, a fit or drape that misrepresents the garment, or a visibly malformed model, unless the source photo made the garment impossible to read. Where the shot is faithful but the pose, angle or background is not what you pictured, we decide case by case and approve where the result is genuinely unusable.
What limits apply to credit-back
- One request per shot.
- Only bought credits count. Welcome and referral credits are free and are not refundable; on a shot paid partly with free credits, only half of the bought part can return, rounded down. For example, a 20-credit shot paid with 5 free and 15 bought credits can return 7.
- Each plan or pack carries its own ceiling: at most 10% of its credits can come back. Requests under review count, and a rejected one gives its share back. When the ceiling is used up, the option is hidden on shots made under that purchase.
- Approved credits are added to your credit balance. This is not a refund of money.
- Shots inside a team-delivered order are paid at order level and are not covered by the per-shot option; contact support if an order missed.
Case 4: Recreate
Recreate makes a new generation of the same shot. On a Standard order, every shot can be recreated once at no charge, and the Recreate action shows a Free badge while one is left. On Instant and Budget orders, or once the free one is used, a Recreate is charged at the normal price. If the first shot missed, you can still ask for credits back on it.
Money, not credits
Because credits are delivered instantly and digitally, money paid for credits and plans is not refundable once the payment succeeds, except for billing errors. If you were charged twice, charged the wrong amount, or paid but did not receive your credits, contact us within 7 days of the payment with the payment reference and the mobile number or email on your account. If we confirm the error, we either add the missing credits or refund the extra amount to the original payment method, within 5 to 7 working days of approval.
- Look at the Orders tab
Failed shot: nothing to do, the credits are back. Waiting shot: press Cancel.
- Check the finished shot against your garment
Compare the colour, print and fit with your original photo.
- Ask for credits back, or Recreate
If it missed on the garment, ask; if you simply want another take, Recreate.
Do I get credits back if an AI photo fails to generate?
Yes, automatically. The credits reserved for a failed shot go back to your balance, and you do not need to ask.
Can I cancel a shot after ordering?
Yes, while it is still waiting in line, from the Orders tab. Once a shot has started generating it cannot be cancelled.
How much do I get back if a shot misses my garment?
If a reviewer approves your request, 50% of the bought credits the shot used, as credits. The review normally takes two working days.
Are free credits refundable?
No. Welcome and referral credits are not refundable, and the credit-back option applies only to the part of a shot paid with bought credits.
Does Vastralook refund money?
Not for credits or plans once the payment succeeds, except billing errors such as a double charge, reported within 7 days with the payment reference.
Is Recreate free?
Once per shot on Standard orders, shown with a Free badge. On other order types it is charged at the normal price.
Disclosure: this page summarises how Vastralook works at the time of writing and is not a legal document. The Refund & Cancellation Policy on our site is the authoritative text.
