Thank you for choosing petop.one . This Refund Policy is intended to clarify your rights and the procedures for requesting refunds when purchasing our AI pet portrait generation services and customized products. Please read it carefully before making a purchase.
I. Virtual Goods (AI Portrait Generation Services)
1.1 Nature of Service Description
The AI portrait generation service (including pet model training + high-definition image generation) is a virtual good. Once you click the "Start Training" button, the platform begins to allocate AI computing resources to create a dedicated model for your furry friend, which incurs actual technical costs in the process.
1.2 Non-Refundable
Given the special nature of virtual goods, once the AI generation service has been delivered (i.e., you have successfully received the generated images), refund requests based on subjective aesthetic reasons such as "the result doesn't meet my expectations," "I don't like the style," or "it doesn't look like my pet" will not be accepted.
1.3 Exception for Service Failure
If the service cannot be used normally due to our technical failures, for example:
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Unable to generate any valid portrait after multiple attempts
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Generated images exhibit major corruption, blank areas, severe distortion, or other technical issues
After verification and confirmation by our customer service, we will issue a full refund for the relevant service fees.
1.4 Remedy for Unsatisfactory Results
If the generated results are less than ideal, but not due to a technical failure, our approach is as follows:
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Submit a request through the "Request Regeneration" entry on the results page
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After approval, a free regeneration will be provided without consuming your account's generation quota
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If the model training is unsatisfactory due to objective reasons, such as issues with the source images, please contact customer service for assistance
Please understand: "Not quite satisfied" and "technical failure" are two different matters. The former follows the regeneration channel, while the latter involves refunds.
II. Custom Physical Goods
2.1 All physical goods (canvas prints, apparel, cushions, phone cases, calendars, etc.) are custom-made to order and bear personalized characteristics.
2.2 No returns without reason: Returns or refunds will not be accepted for non-quality-related issues such as personal preference, size selection errors, or change of mind.
III. Returns and Exchanges for Quality Issues
If the product you receive has the following quality issues, we will arrange a replacement or refund:
Eligible scenarios:
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Printing errors, pattern misalignment, or severe color deviation
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Product damage (caused by shipping or manufacturing defects)
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Fabric defects, loose threads, or other production quality issues
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Wrong item sent (does not match your order)
Application process:
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Contact us via customer service within 7 days of receipt
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Provide your order number
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Provide clear photos showing the issue (showing damage or defects)
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Briefly describe the problem
Resolution:
Upon verification that the issue is our responsibility, we will:
- Provide a free replacement of the same product or issue a full refund
IV. Shipping Loss Handling
If the logistics status shows "Delivered" but you have not received the item, please first:
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Check your mailbox, parcel locker, or property reception point
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Ask family members or roommates if they have received it on your behalf
If loss is confirmed, please contact us. After the logistics company verifies the loss, we will arrange a replacement or refund.
V. Cases Not Eligible for Consideration
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Applications submitted beyond the 7-day deadline
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Inability to provide an order number or valid proof of purchase
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Applications based on non-quality issues such as personal preference or size selection
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Products that have been used, washed, or damaged by human action
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Claims of "color discrepancy" due to lighting during photography or monitor color differences (the actual product shall prevail)
VI. Refund Processing Time
We will complete the review within 3 business days of receiving your refund application.
Upon approval, the refund will be returned to your original payment account within 5–10 business days.
VII. Contact Information
Customer Service Email: petimpression@danyuanger.com