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NEWMU LIMITED

Last updated: 3 July 2025

This Refund & Cancellation Policy (“Policy“) explains when and how Credits or direct purchases made on photo-mind.com (the “Platform“) operated by NEWMU LIMITED (“NEWMU“, “we“, “us“, “our“) may be refunded, replaced or cancelled. It forms part of, and should be read together with, our Terms & Conditions of Service.

1. PURPOSE & STATUTORY FRAMEWORK

1.1 The Platform supplies digital content—namely AI-generated images (“Outputs“) delivered instantaneously for download or consumption via your browser/API. Under the UK Consumer Rights Act 2015 and EU Directive 2019/770, your statutory right to withdraw from a digital-content contract is lost once the performance of the contract has begun with your prior express consent.

1.2 Accordingly, no right of withdrawal applies once you click Generate or Download and the Output rendering starts.

2. DEFINITIONS

  • Credit – virtual token used to request an Output in the AI generator.
  • Marketplace Product – pre-generated image file purchased individually.
  • Failed Generation – a generation request that (a) times out; (b) produces a corrupted or blank file; or (c) is aborted by system error.

3. ELIGIBLE REFUND SCENARIOS

Scenario

Remedy

Evidence Required

Claim Window

Failed Generation

Automatic re-credit of the same number of Credits to your wallet

System logs (handled by us)

N/A – immediate

Non-Delivery of Marketplace Product

Full refund to original payment method or replacement file

Order ID & screenshot of error

14 days from purchase

Duplicate Purchase

Reversal of duplicate charge

Order IDs showing identical items/time

30 days

Billing Error (wrong amount charged)

Refund of overcharge difference

Payment receipt

60 days

Service Outage >24 h preventing use of prepaid Credits

Extension of Credits’ validity by outage duration or pro-rata credit

Incident reference

7 days from service restoration

Change-of-Mind: Because Outputs are customised digital content generated immediately on request, we cannot offer refunds where you simply change your mind or dislike the artistic style.

4. HOW TO REQUEST A REFUND

  1. Prepare Details: order/transaction ID, description of the issue, supporting screenshots/logs.
  2. Contact Us: email info@photo-mind.com or submit the web form (Contact Us page).
  3. Response Time: we aim to acknowledge within 1 Business Day and resolve within 5 Business Days. Complex cases may take up to 14 days.
  4. Decision Notification: approved refunds are confirmed via email; if rejected, reasons and appeal steps are provided.

5. REFUND METHOD & TIMING

  • Refunds are processed to the original payment method (card, PayPal, etc.).
  • Processing time: 3–10 Business Days after approval, subject to your bank/payment provider.
  • Credits granted as goodwill gestures have no cash value and cannot be exchanged for money.

6. CHARGEBACKS & POLICY ABUSE

6.1 Initiating a chargeback without first contacting us may result in immediate Account suspension pending investigation.
6.2 Repeated, unfounded refund requests or chargebacks constitute abuse and may lead to termination under §12 of the Terms.

7. EXCEPTIONS

  • Outputs blocked or removed for breaches of the Acceptable Use & Prompt Policy (Annex A) are not eligible for refund.
  • Purchases made through third-party resellers or app stores must be refunded via the original platform, subject to their policies.

8. GOVERNING LAW

This Policy is governed by and construed in accordance with the laws of England & Wales. Any dispute shall be subject to the exclusive jurisdiction of the London courts, without prejudice to mandatory consumer protection laws of your habitual residence.

9. CONTACT

NEWMU LIMITED
Registered office: 5 Topham St, London EC1R 5HH, United Kingdom
Company No.: 14895264
Email: info@photo-mind.com

© 2025 NEWMU LIMITED. All rights reserved.

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