The Pictaway Promise
Refund Policy
Last updated: June 23, 2026
We are confident you will love your travel portraits. But if something is not right, we make it easy and fair — and we put every cent on the line.
This Refund Policy applies to all paid orders (Postcard, Getaway, Romance, and World). Free-plan orders are not eligible.
All paid plans include portrait files delivered at print-ready quality (2048px on the long edge), suitable for sharing and prints. Orientation chosen by our artist for the best composition.
The Pictaway Promise: 100% Money Back Guarantee
If you are not happy with your portraits, you may request a 100% refund — every cent back, no deductions. See the eligibility rules below.
1. Eligibility — When You Can Get a Refund
You may request a refund if you meet ALL of the following:
| Condition | Details |
|---|---|
| ✅ 7-Day Window | Request within 7 calendar days of delivery date |
| ✅ No Revisions Used | You have NOT submitted any revision request |
| ✅ Paid Order | Postcard, Getaway, Romance, or World only |
| ✅ First Refund | One refund per customer across all orders |
Important — Revisions and Refunds
Each paid package includes free revision rounds (2-4 depending on tier). When you request a revision, you are telling us: "the initial results are good enough that I want changes — not a refund."
Rule of Thumb: If you are unhappy and want a refund, do not request a revision. Contact us directly at hello@pictaway.com instead.
2. How to Request a Refund
Step 1 — Check Your Eligibility
- It has been 7 calendar days or fewer since delivery
- You have NOT used any free revisions
- This is your first refund request
Step 2 — Send Us an Email
Email hello@pictaway.com with:
- Subject: "Refund Request — [Your Order ID]"
- Body: a brief explanation of what was not right
Your Order ID can be found in your confirmation email and in your Pictaway dashboard.
Step 3 — We Process Your Refund
| Stage | Timeline | What Happens |
|---|---|---|
| Review | Within 2 business days | We verify your eligibility |
| Approval | Same day as review | If eligible, we initiate the refund |
| Processing | 5-10 business days | Funds appear in your account |
3. Refund Amount — 100%
If your refund is approved, you receive 100% of your purchase price. No deductions. No processing fee retention. No small print.
We believe in our craft — and we stand behind it with every cent. If you meet the eligibility conditions, you get the full amount back.
Examples:
| Plan | Purchase Price | Full Refund |
|---|---|---|
| Postcard | $29.00 | $29.00 |
| Getaway | $199.00 | $199.00 |
| Romance | $499.00 | $499.00 |
| World | $999.00 | $999.00 |
4. Refund Method and Timeline
Refunds are processed to the original payment method. We cannot refund to a different card or account.
| Stage | Maximum Time |
|---|---|
| Request to Review Decision | 2 business days |
| Review Decision to Refund Initiation | Same day |
| Refund Initiation to Funds in Account | 5-10 business days |
Total maximum wait: ~12 business days. Most refunds complete within 7 business days.
5. What Happens After a Refund
- Your order is marked as refunded
- Reference Photos: deleted within 30 days (per Privacy Policy)
- Generated Portraits: access removed; deleted per retention schedule
- Your account remains active, but you are not eligible for another refund
6. Exceptions and Special Cases
6.1 Free Orders (Free Plan)
Not eligible for any refund, as no payment was made.
6.2 Promotional or Discounted Orders
Refund is calculated on the actual amount paid. Example: Romance with $50 discount → paid $449 → refund $449.
6.3 Gift Orders
Only the original purchaser can request the refund, which returns to the original payment method.
6.4 Technical Failures
If your order cannot be completed due to a failure on our side, we may offer a full (100%) refund or reprocessing at no charge.
6.5 Photo Rejection
If we reject your Reference Photos for policy reasons, your order stays in "submitted" status for replacement uploads.
6.6 No Refund for Terms / AUP Violations
If your order or account is terminated for violating our Terms of Service or Acceptable Use Policy, you are NOT entitled to any refund. This includes uploads without consent, copyrighted photos you don't own, photos of minors, celebrity photos, prohibited content, harassment, catfishing, or fake identities.
7. Chargebacks and Payment Disputes
If you file a chargeback without first contacting hello@pictaway.com:
- You agree to pay a $25 chargeback processing fee
- Your account may be suspended pending resolution
- This fee applies regardless of the chargeback outcome
Banks charge merchants significant fees even when the merchant prevails. Contacting us first is faster and avoids these costs.
8. Frequently Asked Questions
I used one revision but am still not happy. Can I get a refund?
Unfortunately, no. Using a revision indicates you were satisfied enough with the initial results to request changes rather than a refund.
I changed my mind before receiving the portraits. Can I cancel?
If your order is still in "submitted" status, contact us immediately. Once generation has begun, standard refund terms apply.
Can I get a partial refund if I'm only unhappy with some portraits?
Our refund is all-or-nothing. Use your free revisions for specific concerns.
I received a refund before. Can I get another for a different order?
No — one refund per customer across all orders.
My portraits took longer than 24 hours. Does this qualify me for a refund?
Delivery timeframe is an estimate, not a guarantee. Significant unexplained delays — contact us and we will work with you.
9. Legal Rights
This Refund Policy does not affect any statutory rights under applicable consumer protection laws. For Hong Kong consumers, rights under the Supply of Services (Implied Terms) Ordinance (Cap. 457) and the Control of Exemption Clauses Ordinance (Cap. 71) remain unaffected.
10. Contact for Refund Requests
| Purpose | Contact |
|---|---|
| Refund Requests | hello@pictaway.com (Subject: "Refund Request — [Order ID]") |
| Questions About This Policy | hello@pictaway.com |
| Urgent Issues | hello@pictaway.com (Subject: "URGENT — [Brief Description]") |
Anidit Picture, Hong Kong SAR.