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Refund policy for purchases and exports
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Use this policy to request a refund, stop a renewal or withdraw from an eligible purchase. Mandatory consumer rights take priority over the rules below.
Eligible review cases
Contact support for a duplicate or incorrect charge, a paid file that was not delivered, a defective result or an accidental unused purchase. We will investigate the payment and delivery record and provide the remedy required by law. A credit adjustment may resolve a failed generation, but it does not replace a monetary refund when you are legally entitled to one.
Consumer withdrawal
If you buy as a consumer in the EEA or the UK, you normally have 14 days from concluding an online service or digital-content contract to withdraw without giving a reason. A longer period or other remedy may apply if required information was missing. Formatry does not treat payment, use of credits or file delivery alone as a waiver of that right. These terms do not ask you to waive it. Any exception must meet the legal requirements for the specific purchase; rights concerning defective content or services remain available.
How to withdraw
Tell us clearly that you withdraw, identifying your name, contact email and the purchase or order date. You may use the online withdrawal function or send your statement to support@formatry.cc before the deadline. You do not need to give a reason or use a particular form. A model statement is: ‘I withdraw from my contract for [purchase], ordered on [date]. Name: [name]. Contact email: [email]. Date: [date].’ We acknowledge receipt; acknowledgement is not a claim that the payment provider has already returned the money.
Withdrawal refunds
Where withdrawal requires reimbursement, we refund the eligible amount without undue delay and within 14 days after receiving your withdrawal notice, using the original payment method unless you expressly agree otherwise and incur no fee. Your bank or payment provider may take additional time to display the credit. We will explain any lawful deduction or exception rather than automatically rejecting a request because work was delivered.
Subscriptions
Cancellation stops future subscription renewals; it is separate from withdrawal from a purchase and a refund for a defect or incorrect charge. Use your account's billing management or contact support@formatry.cc if the cancellation control is unavailable. A submitted cancellation request must be processed before we can confirm the renewal state. Access for an already paid period follows the purchase terms, subject to applicable refund and withdrawal rights.
Asset or copy changes
Outside mandatory rights, changing your creative direction, upload or text after a correctly delivered result is new work. This does not remove a right to withdraw or a remedy for a defective service. For purchases without a statutory withdrawal right, discretionary refunds are assessed using the charge, usage and delivery records.
How to request review
Contact support@formatry.cc or use Support with the account email and payment or file reference. State whether you want withdrawal, subscription cancellation or help with a failed or incorrect charge. Do not send passwords, secret keys or full card details. A request is not an automatic refund, and you keep any right to dispute a payment with your provider or use other legal remedies.
Have a charge or delivery issue?
Send the account and payment or delivery reference so support can reconcile payment state, credit records, and file delivery.
Open supportWithdraw from a contract