Refunds
We want every shot to be worth it. This page explains when you get a shot back, when you get your money back, and how to ask. Email support@profilepro.online from the email address on your account.
Shots given back automatically
You do not need to ask. Your shot comes straight back if:
- the picture fails to make;
- the picture is not recognisably you, even after the studio has tried again;
- the studio is interrupted while making it (for example, by a server restart);
- your uploaded photos have expired before a Retry. You will be asked to send them again, and no shot is used.
A faulty picture
If a finished picture is clearly faulty (it is not recognisably you, it is badly distorted, or it shows something you did not choose), email us within 30 days of making it, while it is still in your account, and tell us which picture. We will give you the shot back. If you would rather have the money, we will refund the cost of that shot (the pack price divided by its shots).
Changed your mind
If you have not used any shots since buying a pack, you can have a full refund within 14 days of buying it. After a refund, that pack's shots are removed from your account.
The free shot is free, so there is nothing to refund. If it fails, it is given back automatically like any other shot.
How refunds are paid
Refunds go back to the card or payment method you used, through Stripe. Banks usually take 5 to 10 business days to show them. If a pack is refunded, any of its shots still in your account are removed.
Your rights under the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Customers in the EU and UK
When you pay, you ask us to make your shots ready to use straight away. Once you make your first picture from a pack, you can't cancel that pack or get a change-of-mind refund for it. If you haven't made any pictures from it yet, the 14-day full refund above applies. Faulty pictures are always covered, as explained above.
Charge problems
If you see a charge you do not recognise, or your shots did not arrive after paying, email us before contacting your bank. We will look into it straight away.