Return Policy

UseSketch sells credits. Credits are a digital good: when your payment is confirmed by the payment gateway, the credits appear on your balance immediately and you can spend them straight away. Nothing is shipped, and there is nothing to send back.

One credit costs EUR 0.02. A style transform costs 5 credits and an edit in the chat editor costs 10 credits. Credits do not expire.

This matters for refunds in one specific way: the moment you buy, you have received the thing you paid for. What is refundable is therefore mostly about credits you have not spent, and about payments that went wrong.

You do not need a refund for a generation that failed, because you were never charged for it.

Credits are deducted only after an image has been produced and saved. If the generation errors out, if the image model is unavailable, or if a content filter refuses the request, your balance is untouched. The failed attempt shows up in your history with an error, but no credit transaction is created for it.

The same applies in the chat editor when the model replies with text instead of an image. No image was produced, so nothing was charged.

If you ever see a charge against a generation that visibly failed, that is a bug, not a policy. Tell us and we will put the credits back.

A generation that produced an image is a generation you were charged for, even if the image is not what you hoped for. Image models are not deterministic and results vary, which is why the cost per generation is a few cents rather than a few euros.

We do not refund individual generations for taste. If something is going wrong consistently, for example a whole style is producing broken output, that is a fault and we do want to hear about it. Contact us with the generation and we will look at it and credit you back where it turns out to be our problem.

Credits you have not spent stay on your account indefinitely. There is no expiry date, no inactivity rule, and no monthly reset.

If you want a refund of unused credits from a recent purchase, ask us. We refund the unspent portion of a purchase where the request is made within 14 days of that purchase and the account has not been closed for a rules breach. Credits you have already spent on successful generations are not refundable, for the same reason a used ticket is not.

Deleting your account deletes your remaining balance. Account deletion removes your credit balance along with the rest of your data, and it is not refunded automatically. If you have a balance you want back, ask for the refund before you delete the account.

• Duplicate charges. You were billed twice for the same purchase. We refund the duplicate in full.
• Charges without credits. Your card was charged but the credits never landed on your balance. We will normally fix this by granting the credits, or refund the payment if you prefer.
• Billing errors. You were charged the wrong amount, or for something you did not buy.
• Unspent credits from a recent purchase, as described above.
• Our fault. Credits were spent on generations that failed because of a defect on our side, or an outage made the service unusable for a sustained period.

• Credits already spent on generations that produced an image.
• Generations you are unhappy with for aesthetic reasons, where the service worked as designed.
• Requests the image model refused on safety grounds. These cost nothing, so there is nothing to refund.
• Balances on accounts we closed for breaking the acceptable use rules.

This policy is what we offer. It sits alongside the rights consumer law gives you, and it does not replace them.

Credits are digital content supplied immediately on purchase. UK and EU consumer law treats the right to cancel within 14 days differently for digital content that has already been delivered, and the exact position, including whether and how that right is waived at checkout, needs a lawyer to state.

[Pending legal review]

Contact support and include:

• the email address on your UseSketch account,
• the date and amount of the payment,
• the payment reference from your card statement or the confirmation you were shown, if you have it,
• what went wrong, and, if it concerns specific generations, roughly when they were run.

You do not need to explain yourself at length. Enough to identify the payment is enough.

We will reply as soon as we reasonably can. Where we have to check something with the payment gateway it takes longer, and we will tell you if it does.

Refunds go back to the card or method you paid with, through the same payment gateway that took the payment. We cannot send a refund to a different card or to a bank account.

Once we issue a refund, how quickly it appears is up to your bank or card issuer, and is typically a few working days.

Where a refund covers credits, the corresponding credits are removed from your balance.

To ask about a payment or request a refund, contact support. Our registered address is Suite 6038, 128 Aldersgate Street, Barbican, London, England, EC1A 4AE.