Token Purchase and Refund Policy

1. Scope

This policy applies to paid, one-time EditMyPet creation-token packs and paid token offers identified as one-time purchases. It forms part of our Terms of Service. It does not turn tokens into money or a transferable stored-value product.

Monthly Pet Club token allowances, free starter tokens, referral or contest rewards, goodwill credits, generation-credit restorations, and other promotional tokens are not refundable as one-time paid bundles. Subscription cancellation and any mandatory cooling-off right are handled separately under the Terms and applicable law.

2. How Tokens Work

• A token is a limited digital credit for an eligible EditMyPet feature; it has no cash value.
• The current token cost is shown before you submit a generation. Selecting several styles can use several tokens.
• Standard paid one-time creation tokens remain available until used unless the checkout clearly states an expiry or other special term.
• Offer, promotional, and monthly tokens may have a disclosed expiry, reset date, product restriction, or eligibility condition.
• Tokens are personal to your account and cannot be sold, transferred, gifted, or exchanged for cash.

3. Purchase-Specific Bundles and Allocation

Each paid pack is recorded as a separate token grant or "bundle". Your visible total balance may combine several paid, subscription, promotional, reward, or restored grants. A high total balance does not mean that every underlying paid bundle is still unused.

When you spend tokens, EditMyPet normally allocates that use to active grants in this order: tokens with the earliest expiry first, then the oldest active tokens first. You cannot select a different bundle at the point of generation. This means using a token may mark your oldest eligible paid bundle as used even if your total balance is larger than that bundle.

A qualifying one-time paid bundle is refundable under this voluntary promise only if all of the following are true when we reserve it for refund:

• the order completed successfully and belongs to your account;
• it was a one-time token purchase, not a subscription, saved-pet-slot purchase, free credit, or reward;
• the purchase-specific grant is active and every original token remains in it;
• no usage allocation has ever been recorded against that grant; and
• it is not already refunded, disputed, reversed, or in a pending refund.

There is no time limit in our voluntary policy while those conditions continue to be met. A qualifying refund is for the full price charged for that bundle and removes the full bundle from your balance. We do not charge an EditMyPet refund fee.

5. What Makes a Bundle Non-Refundable

The first recorded use of any token from a bundle permanently ends eligibility under our voluntary unused-bundle promise. This applies even if:

• most of the bundle remains;
• you used the token accidentally or did not like the artistic result;
• a later reward, purchase, admin adjustment, or generation credit restores your total balance; or
• you did not realise that the allocation order would use that bundle first.

A bundle can also be ineligible where payment was disputed or reversed, the order cannot be matched to verifiable payment records, or refunding it would be unlawful or technically impossible. Contact support if self-service refunding is unavailable and you believe the status is wrong.

6. How to Request a Refund

1. Sign in and open your dashboard payment history.
2. Find the qualifying order and select Refund unused pack.
3. Confirm the request. We reserve and remove that bundle from the spendable balance while our payment provider processes it.

If the self-service option is unavailable, contact us with the account email and order number. Never send a full card number. Approved refunds go to the original payment method. The payment provider and your bank control when the credit appears; currency conversion or bank timing can affect the displayed amount and date. If a refund fails definitively, we restore the reserved entitlement where possible. An uncertain payment outcome remains reserved while we reconcile it so the same bundle is not spent and refunded.

7. Failed Generations and Token Credits

A token credit for a failed or manually reviewed generation is different from a monetary bundle refund. Technical failures may be restored automatically. You may flag a completed result for review where a service fault made it materially unusable. AI variation, prompt choice, source-photo quality, or subjective preference does not automatically qualify, but this review process does not limit a statutory remedy.

At checkout we ask you to request immediate supply of your digital tokens and acknowledge the consequence of using them. A statutory cancellation right for digital content may end once supply begins where the legal conditions for express consent and acknowledgement are met. Regardless, our extra promise lets you refund a qualifying one-time bundle for as long as it remains completely unused.

Nothing in this policy excludes mandatory rights. If digital content is faulty, not as described, or not supplied with reasonable care and skill, contact us. The appropriate remedy depends on the law and facts and may include repeat performance, repair, replacement, a token restoration, price reduction, or refund.

9. Cancellation Notice Template

You do not have to use this wording, but you may copy it into our contact form:

10. Operator and Contact

Service operator

EditMyPet

Email

support@editmypet.com

Use our contact page for a cancellation, refund problem, or statutory-rights claim.