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Legal

Refund & Cancellation Policy

Last updated: September 2026

1. Instant Digital Delivery & Nature of Goods

The Paint by Us Digital Pack ($2.99 USD) consists of custom, algorithmically generated digital files: a high-resolution 2-page printable PDF (A4, US Letter, 16×20" Poster), vector SVG line art, and a color swatch key. These files are generated in server memory and made available for immediate digital download as soon as checkout completes.

2. Right to Cancel & Statutory Withdrawal Waiver (EU / UK / Global Consumers)

Under statutory consumer regulations (such as the EU Consumer Rights Directive 2011/83/EU and UK Consumer Contracts Regulations 2013), consumers normally enjoy a 14-day right of withdrawal from digital content purchases.

Because your custom files are produced and made available immediately, you are required at checkout to provide your express, informed consent to immediate digital performance and acknowledge that you lose your statutory 14-day right to cancel once digital file access is granted. We record your consent timestamp, IP address event, and unique Job ID in our database as official verification of this statutory waiver.

3. Merchant of Record: Paddle.com Market Ltd

All digital sales on Paint by Us are processed and fulfilled by our Merchant of Record:
Paddle.com Market Ltd (“Paddle”), Judd House, 18-29 Mora Street, London, EC1V 8BT, UK.

As Merchant of Record, Paddle is the legal seller and is responsible for processing payments, collecting global sales tax, VAT, and GST, and executing authorized refunds. All approved refunds are credited back to your original payment method (credit/debit card, PayPal, Apple Pay, Google Pay) within 3–5 business days in accordance with Paddle’s Buyer Terms.

4. Technical Guarantee: When We Guarantee a Refund

We take pride in our service reliability. We will promptly issue a 100% full refund with no dispute if:

  • Technical Delivery Failure: You were charged but a backend server error prevented your files from being generated or downloaded.
  • Duplicate Charges: You were inadvertently billed more than once for the same photo or transaction.
  • Corrupted File: The downloaded PDF or SVG file is corrupted and cannot be opened or resolved by our support team.

Subjective Aesthetic Preferences: Because we provide a fully interactive, live preview prior to checkout specifically so you can inspect the simplified vector lines and color count before purchasing, we do not provide refunds for subjective artistic preferences (e.g. “I prefer the original photo”).

5. How to Request a Refund

To request a refund, please contact us within 14 days of purchase:
Email: hello@paintbyus.com
Please include your Order ID (or Paddle checkout receipt) and a brief description of the technical issue. We aim to respond and resolve all refund inquiries within 2 business days.

6. Policy Updates

We may update this policy periodically to reflect operational or regulatory changes. Any updates will be reflected with a revised date above.