Pianyu

Refund Policy

Last updated: November 7, 2026

In one line: if you never received the file, you can get your money back. Once the file is in your hands, the sale is final.

1. Nothing to refund while payments are closed

While payments are not yet open, every feature is free. There is no charge, so there is nothing to refund.

If you see a charge during this period it did not come from this site — please check with your payment provider.

2. When we refund

If any of the following applies, we refund in full to the original payment method:

  • Duplicate charge: the same order was charged twice.
  • Paid but never delivered: you were charged and still could not generate or download your file.
  • Broken delivery: the file downloads but is corrupt, empty or clearly garbled, and regenerating it does not fix it.
  • The amount charged does not match the price shown.

    • 3. When we do not refund

    No refund is available in these cases, so please check before paying:

  • The file was successfully generated and exported (PDF, photo-book export, memory-library backup) — digital content counts as delivered once it reaches you.
  • You simply dislike the layout, wording or the style of AI-generated text. We would rather regenerate it for you than refund it.
  • Loss caused by your own device or browser: clearing site data, switching device or browser, reinstalling the system.
  • Access was ended for breaking the acceptable-use rules in our Terms of Service.

    • 4. How to request

    Email [email protected] with the subject “Refund + order ID”, and include the order ID, payment date, last four digits of the paying account, and a description of the problem (screenshots help).

    We reply within 7 business days. Approved refunds return to the original method; it usually lands in 3–10 business days depending on PayPal and your card issuer.

    The order ID is shown on the confirmation page and in the receipt email.

    5. Right of withdrawal (EU and UK)

    Consumers in the EU and UK normally have 14 days to withdraw. For digital content supplied immediately, that right can only be waived with your explicit consent before the purchase.

    What we do: above the pay button we state “The file is generated and available for download immediately. By paying you agree to immediate delivery and waive the 14-day right of withdrawal,” and nothing is charged until you confirm.

  • If the file was in fact never delivered, the waiver does not stand and you can still get a full refund (see section 2).
  • If mandatory consumer law where you live gives you more rights, that law prevails.

    • 6. Contact

    Email: [email protected]

    You can also use the Feedback page — include your order ID and we will prioritise it.