Refunds and right of withdrawal

1. Your right of withdrawal

As a consumer in the EU you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day the contract is concluded. To exercise it, inform us by an unambiguous statement (an email to support@datingimagepro.com is sufficient) sent to Pascal Lindenau, Forddamm 7, 12107 Berlin, Germany. Sending the notice before the period expires is enough to meet the deadline. If you withdraw, we reimburse all payments received without undue delay and no later than 14 days from the day we receive your notice, using the same payment method you used, at no charge to you.

2. Why the right lapses at checkout

Credits are digital content that is not supplied on a tangible medium and that we deliver the instant your payment confirms. Under § 356 (5) BGB, implementing Art. 16 (m) of the Consumer Rights Directive, the right of withdrawal expires once delivery has begun, provided that you expressly consented to that immediate start and acknowledged losing the right.

That is what the checkbox on the paywall does. Before Checkout opens you must tick:

“I want my photos made now. I understand that once they are made I lose the legal 14-day right to withdraw. Your own 14-day refund promise still applies.”

We record that acceptance with the exact wording, its version, a timestamp and a hashed IP address, and we keep it for as long as the statutory retention periods require. On request, we will tell you which version you accepted for a given order. If you do not want to waive the right, do not tick the box. In that case we cannot deliver credits before the 14 days have run, and no purchase is possible.

3. When we refund anyway

The waiver removes an obligation, not our willingness to be fair. Independently of the statutory right, we refund in these cases:

• Failed generations. If a generation fails for a reason within our control, the credit is returned to your balance automatically. If that does not happen, write to us and we will restore it or refund it.
• Charged but no credits. If Stripe took a payment and credits never appeared, we refund the purchase in full.
• Duplicate purchase. An accidental second purchase of the same pack within 24 hours, with the credits unused, is refunded in full.
• Photos that don't look like you. Every pack includes free redos. If a photo doesn't look like you, tap "Not me" on that photo and we make it again without using a credit. Refresh includes 4 redos, Full profile 10 and Complete 20.
• 14-day satisfaction refund. If you are still not happy with your photos, email us within 14 days of your purchase and we refund the full price of that pack, whether or not you used the credits. One satisfaction refund per person.

4. How a refund is processed

• Email support@datingimagepro.com from the address on your account, naming the order.
• We answer on business days and, where the refund is due, issue it through Stripe to your original payment method. Your bank typically posts it within 5–10 business days.
• When a purchase is refunded, the credits it granted are withdrawn. If you have already spent some of them, the shortfall is recorded against your account and is settled automatically against your next purchase, before any new credits are granted. Your balance never goes below zero and we never charge you separately for the shortfall.

5. Complaints

If we cannot resolve a complaint, you may use the European Commission's online dispute resolution platform at https://ec.europa.eu/consumers/odr. We are neither obliged nor willing to participate in proceedings before a consumer arbitration board.