Refund & Cancellation Policy
Summary
Vastralook sells digital credits that are spent on AI-generated and team-delivered images. Because the service is delivered instantly and digitally, money paid for credits and plans is not refundable once the payment succeeds — except for billing errors, below.
What we offer instead: a failed shot returns its credits automatically, a job that has not started can be cancelled, and on a paid shot you are not happy with you can ask for 50% of its credits back.
Failed shots
If a shot fails to generate, the credits it reserved go back to your balance automatically. You do not need to ask.
Cancelling a job
A batch that is 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. If you need to change one, contact us as soon as possible.
50% credits back on a shot
On a finished shot paid for with bought credits — from a plan or a credit pack — you can ask for 50% of those credits back. Use “Ask for half credits back” in the shot’s menu. One request per shot.
A person reviews the shot against your request, normally within two working days. The decision and a short note appear on your dashboard. Approved credits return to your credit balance; this is not a refund of money.
We approve the request when the shot failed to reproduce the garment you uploaded: the wrong colour or print, detail lost or distorted, a fit or drape that misrepresents the garment, or a visibly malformed model — unless the source photo made the garment impossible to read, in which case we will tell you what to change.
We decide case by case when the shot is faithful to your garment but the pose, angle, styling or background is not what you had in mind. Those are generated fresh for every shot, so differing from what you pictured is expected; we approve it where the result is genuinely unusable.
Free credits are not refundable
Welcome credits (40, once, for verifying a mobile number) and referral credits (40 per qualifying referral) are free promotional credits. They are spent before your bought credits, and the credit-back option applies only to the part of a shot paid with bought credits.
A shot paid entirely with free credits shows no credit-back option. A shot paid partly with free credits can return 50% of its bought-credit part only — for example, a 20-credit shot paid with 5 free and 15 bought credits can return 7 (50% of 15, rounded down).
Shots made as part of a team-delivered order are paid at order level and are not covered by the per-shot credit-back option; contact us if an order missed.
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 your original payment method. Refunds are issued within 5–7 working days of approval; your bank or card provider may take a few more days to show it.
How to reach us
Raise a support ticket from your dashboard, or write to [email protected]. We may also call you on the mobile number on your account to resolve it faster.