Returns & Complaints

In brief

• Defective generation (distortion, wrong colour, missing detail, technical error): write to [email protected] and we will refund 1 credit within 7 days.
• Dissatisfaction with the artistic result (different pose, different lighting): not eligible for a refund. You may repeat any generation in the app for another credit.
• Right of withdrawal from the contract (14 days): does not apply once you have first used credits from a purchased pack, in accordance with art. 38 point 13 of the Consumer Rights Act.
• Unused credits: if you have not used any credit from a purchased pack and remain within 14 days, we refund the full amount.

1. Complaint about a defective generation

If the result of a generation is clearly broken, you are entitled to a refund of the credit. We treat a generation as defective where:

• anatomical distortion has occurred (e.g. a missing face, unnatural body proportions),
• the garment has been rendered incorrectly (a change of colour, removal of a pattern, missing key elements),
• the generation returned a technical error instead of an image,
• the resulting image shows graphical artefacts that make it impossible to use the photo in a listing.

How to report it

1. Send an email to [email protected].
2. Provide the generation identifier shown in the app's archive.
3. Briefly describe what the defect is.
4. Where possible, attach a screenshot or the resulting file.

What happens next

We confirm receipt of the complaint within 14 days and examine it within up to 30 calendar days. In most cases we refund the credit within 7 days of the report. A failure to respond within 14 days constitutes acceptance of the complaint, in accordance with consumer law.

A complaint without the Generation number shown in the app's archive, or without a description of the specific defect (e.g. "I don't like the result" without identifying what exactly is wrong), does not meet the formal requirements. In such a case we will ask you to complete the report, and the period for examination runs from the day on which the complete information is received.

2. What is not eligible for a refund

• Subjective preferences as to the artistic result (the model's pose, lighting style, composition). Any generation may be repeated in the app, yielding a new variant.
• Credits granted free of charge (e.g. the 5-credit welcome bonus, promotional codes).
• Generations in which the garment was not properly photographed at the input stage (e.g. a photo outside the frame, heavily blurred, or in poor lighting). In such situations we recommend improving the input photo and repeating the generation.

3. Right of withdrawal from the contract

In practice this means:

• Have you not used any credit from the pack and fewer than 14 days have passed since the purchase? You may withdraw from the contract without giving a reason. Send an email to [email protected] with the transaction number and we will refund the full amount through the same channel in which the purchase was paid.
• Have you already used at least 1 credit from the pack? The right of withdrawal from the contract no longer applies in respect of that pack. Any unused credits from that pack remain in your account and do not expire.

4. Technical complaint

Complaints concerning the operation of the app or the service (e.g. login errors, a payment problem on Apple's or Google's side, unavailability of the app) should be reported to [email protected].

A complaint should include:

• the email address of your account,
• a detailed description of the problem,
• the date and circumstances in which it occurred,
• the resolution you expect.

We confirm receipt within 14 days and examine the matter within 30 calendar days.

5. Refunds in the App Store and Google Play

If a credit pack was purchased through the App Store or Google Play, we process monetary refunds in accordance with the procedures of those platforms:

• App Store (Apple): you submit a refund request via reportaproblem.apple.com within 90 days of purchase. Apple reviews the request itself.
• Google Play: you submit the request via the order entry in the Google Play app or by contacting Google support within 48 hours of purchase. After 48 hours Google refers the matter directly to us.

If Apple or Google refuses a refund and you believe you are entitled to one (e.g. a defective generation that could not be repeated), write to [email protected]. We will examine the matter on our side and, if necessary, refund the credits.

6. VAT invoices

If you run a business and would like to receive a VAT invoice for a purchased pack, write to [email protected] within 3 months of the transaction. Please provide:

• the transaction number (from the App Store or Google Play confirmation),
• your VAT identification number (NIP),
• full invoicing details (company name, address).

The invoice will be issued within 7 business days and sent to the email address you provide.

7. Out-of-court dispute resolution

A consumer has the right to use out-of-court means of handling complaints, including:

• the European Union's ODR platform: ec.europa.eu/consumers/odr,
• district (municipal) consumer ombudsmen,
• the Provincial Inspectorates of the Trade Inspection.

8. Contact

All requests relating to a refund, complaint or invoice should be directed to a single address: [email protected].

If you prefer a form, one is available on the Contact page. After submitting the form you will receive an acknowledgement of receipt by email.

The full text of the provisions can be found in the Terms, §8 (Right of withdrawal, returns and complaints).