Refund & Redo Policy
AI headshots fail in one of two ways: the images do not look like you, or the generation does not complete. Both are covered, and both are covered by a short, written policy rather than a support conversation.
The short version: one free redo within 48 hours, and a refund inside 14 days if the redo still misses. Failed generations are refunded automatically. This applies to every paid order — including the $9 Sample Pack — because every generation is paid: there is no unpaid generation anywhere in the product.
- Free redo
- 1 per order
- Redo window
- 48 hours
- Refund window
- 14 days
- Failed jobs
- auto refund
At a glance
What is covered, and when
Four scenarios cover almost every support request we receive.
| Scenario | What you get | Window | How to claim |
|---|---|---|---|
| Does not look like you | Free full-set redo | 48 hours after delivery | Reply to delivery email |
| Redo still misses | Full refund | 14 days after original delivery | Reply to delivery email |
| Generation failed / provider outage | Automatic retry, then refund | Immediate | No action needed |
| Wrong style after delivery | One free redo (style change) | 48 hours after delivery | Reply to delivery email |
Redo
How the free redo works
The redo exists because no automated identity check is perfect, and because most misses are fixable.
What a redo changes
A redo is not a rerun of the same inputs. We regenerate the full set with adjusted identity guidance, and if the problem is styling rather than likeness, with a different preset. If your source photos were the likely cause — three frames from the same angle, or one dark photo — we may ask you to re-upload before the redo runs, because a better input set fixes more misses than any parameter change.
Why the whole set, not one image
Identity and style problems appear across the set rather than in a single frame. Replacing one file would leave the other thirty-nine with the same issue. Regenerating the entire set also means your final download is internally consistent, which matters if you are publishing several images on the same page.
What a redo does not change
A redo does not change the package size, and it does not extend the 30-day file retention window — the new set replaces the old one in your order. If you need the original set kept while you evaluate the redo, say so in your request and we will keep both until the window closes.
Timing
Most redos are processed the same business day. The generation itself takes the same two to four minutes as the original order; the delay comes from the queue of manual review, not from the model.
Refund
When a refund is available
Refunds are deliberately narrow, and deliberately honoured without argument when the conditions are met.
Eligible
- You used your free redo, and the regenerated set still does not reasonably resemble the person in the uploaded photos.
- The request is made within 14 days of the original delivery.
- The order failed to generate after retries, or a provider outage prevented delivery.
- You were charged twice for the same order.
Not eligible
- You changed your mind about the style after the set was delivered and used.
- The images were already downloaded and published before you raised the issue.
- The source photos did not meet the upload guidance and you declined to re-upload.
- The upload was of someone else, a public figure, or a minor — prohibited orders are refused, not refunded.
- More than 14 days have passed since the original delivery.
How to request
Reply to your delivery email with the order ID and one sentence on what missed. No forms, no phone calls. If the request is eligible we approve it by email and the merchant of record issues the refund within one business day. Card settlement usually appears within 5–10 business days, depending on your bank.
Chargebacks
Please contact us before filing a chargeback. A chargeback takes longer than a refund and usually arrives after the issue could have been fixed with a redo. Orders subject to a chargeback may have generated files revoked pending resolution.
Team orders
Team orders are refunded per seat: if one person's set cannot be made usable after a redo, that seat is refunded against the invoice. The rest of the team order is unaffected. See the team headshots page for B2B terms.
FAQ
Refund and redo questions
Does the $9 Sample Pack include the redo and refund policy?
Yes. The Sample Pack is a paid order, so it carries the same one free redo within 48 hours and the same 14-day refund conditions as the 40, 60 and 100-image packages. The only difference is scale: a redo of a five-image set is fast and is processed the same way as a larger redo.
How do I request a redo?
Reply to your delivery email within 48 hours and say what missed — likeness, styling, backdrop or crop. Include the order ID. We regenerate the whole set with adjusted guidance and send a new download link, usually the same day.
How many redos do I get?
One free redo per paid order. The redo regenerates the entire set, not a single image, because a set-wide problem usually needs a set-wide fix. If the redo still misses, the refund policy applies instead of a second redo.
When is a refund available?
A refund is available when the free redo has been used and the regenerated set still does not reasonably resemble the person in the source photos, and the request is made within 14 days of the original delivery. Refunds are not available simply because you prefer a different style after the set was delivered.
What if the generation fails entirely?
Provider outages, job errors and upload failures are not your problem. Failed orders are retried automatically; if the retry also fails, you are refunded in full without needing to ask.
How long does a refund take?
The merchant of record issues the refund within one business day of approval. Card settlement usually shows up within 5–10 business days depending on your bank. The receipt email confirms when the refund was issued.
Can I get a refund after using the images?
If you have downloaded and published the set, a refund is not normally available — the product has been delivered and used. Raise the issue before publishing if something looks wrong; a redo is faster and free.
Keep exploring
Related pages
Start with the $9 Sample Pack
There is no free render: five paid headshots for $9, covered by this redo and refund policy. If the sample misses, the redo and refund rules apply exactly as they do for larger orders.
Get the $9 Sample Pack