Refund & Cancellation Policy

Last updated: 2 April 2026

1. Overview

This policy describes how subscriptions, credits, and payments are handled when you cancel your Fotool.ai subscription or request a refund. We aim to be fair and transparent in all billing matters.

2. Free Trial

If we offer a free trial period, you will not be charged until the trial expires. You may cancel at any time during the trial without being charged. If you do not cancel before the trial ends, your selected subscription plan will begin and you will be billed accordingly.

3. Subscription Cancellation

3.1 How to Cancel

You may cancel your subscription at any time through:

• Your account settings page (Billing section)
• Contacting us at support@fotool.ai

3.2 Effect of Cancellation

• Your subscription remains active until the end of the current billing period
• You retain access to all features of your plan until the period expires
• Unused credits expire at the end of the billing period and are not carried forward
• Your account converts to a free tier (if available) or becomes read-only after the billing period ends
• Your projects, images, and data remain accessible for 30 days after your subscription lapses

3.3 Reactivation

If you reactivate your subscription within 30 days of cancellation, your projects and data will be restored. After 30 days, data may be permanently deleted in accordance with our data retention policy.

Note: Billing and payment records (transaction history, invoices, VAT records) are retained for 7 years after cancellation in accordance with UK tax and accounting law, even after your account and content have been deleted. See our Privacy Policy (Section 11) for full details.

4. Refund Policy

4.1 Eligibility

Scenario	Refund	Details
Monthly subscription within first 7 days (no credits used)	Full refund	Contact support; zero credits must have been consumed
Monthly subscription (credits used, any amount)	No refund	Once you use any credits, the right to a monetary refund is waived. Cancel for end-of-period access instead
Monthly subscription after 7 days	No refund	Cancel for end-of-period access instead
Annual plan within 14 days (no credits used)	Full refund	14-day cooling-off period (Consumer Contracts Regulations 2013)
Annual plan (credits used, any amount)	No refund	By using the Service, you expressly consent to waive the cooling-off right (T&C §8.6)
Annual plan after 14 days	No refund	Service continues until end of annual period
Additional credit pack purchases	No refund	Credit packs are non-refundable once purchased
Defective AI generation	Credit refund (not monetary)	Credits returned to your balance — see §8.1 below
Service outage exceeding 24 consecutive hours	Pro-rata credit	Applied automatically to your next billing cycle
Duplicate charge	Full refund	Contact support with transaction details
Billing error	Full refund	Contact support within 30 days of the charge

4.2 How to Request a Refund

To request a refund, email support@fotool.ai with:

• Your account email address
• Transaction ID or date of charge
• Reason for the refund request

We will process eligible refunds within 10 business days. Refunds are issued to the original payment method.

4.3 Chargebacks

We encourage you to contact us before initiating a chargeback with your bank. Unresolved chargebacks may result in account suspension.

5. Plan Changes

5.1 Upgrading

When you upgrade your plan, the price difference is prorated for the remainder of your current billing cycle. Additional credits are available immediately.

5.2 Downgrading

When you downgrade your plan, the change takes effect at the start of your next billing cycle. You retain your current plan's features until then.

6. Company Accounts

For Company Accounts with multiple team members, the account owner is responsible for all billing. Removing team members does not automatically reduce the subscription fee until the next billing cycle.

7. Currency and Taxes

All refunds are processed in the original currency of the transaction. Taxes and currency conversion fees charged by your bank or payment provider are not refundable by us.

8. Consumer Rights

Nothing in this policy affects your statutory rights as a consumer under applicable law, including the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive.

For annual plans, UK consumers have a legal right to cancel within 14 days without giving any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. By using the Service to generate content, you acknowledge that you are requesting immediate performance and expressly consent to lose your right of withdrawal once you begin using the Service (i.e., once you generate any content or use any Credits).

8.1 Credit Refund for Defective Generations

If an AI generation produces a result with a critical defect — such as missing or distorted limbs, severe visual artefacts, unrecognisable product, or completely wrong output — you may request a credit refund (not a monetary refund) by contacting support@fotool.ai.

To qualify for a credit refund:

• Submit your request within 48 hours of the generation
• Include the image ID or screenshot showing the defect
• Provide a brief description of the issue

What is NOT covered:

• Subjective dissatisfaction with quality, style, colour accuracy, or model appearance
• Results that are usable but do not perfectly match your expectations
• Generations where the input image was low quality, blurred, or did not meet our upload guidelines

Decision process: Credit refund requests are reviewed at Fotool’s sole discretion. Approved credits are returned to your balance within 2 business days. Repeated or abusive requests may result in account review.

Important: Credit refunds restore credits to your balance only — they do not entitle you to a monetary refund under any circumstances.

9. Contact Us

For billing inquiries or refund requests:

• Email: support@fotool.ai
• Address: FOTOOL LTD, 1053 London Road, Leigh-On-Sea, Essex, SS9 3JP, United Kingdom