Refund Policy

01When you can get a refund

You can request a full refund of a credit pack within 14 days of purchase if none of the credits from that pack have been used.

Once credits from a pack have been used, the pack is not refundable, unless the law where you live requires otherwise or the problem was caused by us, as described below.

02Failed or cancelled creations

If a creation fails or is cancelled before your images are delivered, the credits for the undelivered images are returned to your balance automatically. You do not need to request a refund for these credits.

If you were charged credits for a result that clearly failed because of a technical problem on our side, email support@shinesnap.com with the details and we will review it and return the credits where appropriate.

03How to request a refund

Email support@shinesnap.com from the email address of your ShineSnap account and include your order number, which you can find under Billing in your account settings. We aim to reply within 3 business days.

Approved refunds are issued by Creem, our merchant of record, to your original payment method. Depending on your bank, it can take 5–10 business days for the money to appear.

04What happens after a refund

When a purchase is refunded, the credits from that purchase are removed from your balance. Rewards that the purchase triggered, such as referral rewards, are also removed.

If you file a chargeback or payment dispute instead of contacting us, the credits from that purchase are removed while the dispute is reviewed. Please contact us first — we can usually help faster.

05Free credits

Free credits, such as welcome credits, referral rewards and promotional credits, have no cash value and cannot be refunded.

06Your legal rights

This policy does not affect any rights you have under the consumer protection laws of the country where you live.