Refund Policy

1. Overview

Loiso AI (“we”, “us”) wants you to be satisfied with our AI product photography and model campaign service. This Refund Policy explains when and how we may issue refunds for subscriptions, credit packs, and other paid purchases (including those in ZAR). By making a purchase, you agree to this policy.

2. Credits and one-off purchases

Credit packs and one-off purchases are generally non-refundable once credits have been used or the generation has been completed. If you experience a technical failure that prevents you from using purchased credits (e.g. repeated service errors during generation), contact us with your account details and a short description. We may, at our discretion, issue a refund or credit replacement for the affected portion.

3. Subscriptions

Subscription fees are billed in advance (e.g. monthly or annually). If you cancel before the next billing date, you will not be charged again but we do not refund unused time or unused credits for the current period. If you believe you were charged in error (e.g. duplicate charge, wrong plan), contact us within 14 days of the charge and we will review; we may issue a full or partial refund where appropriate.

4. Eligibility for refunds

We may consider refunds in cases such as:

• Technical failures that prevented you from using the Service as intended.
• Duplicate or incorrect charges verified by our payment records.
• Exceptional circumstances at our sole discretion (e.g. major service outage).

We are not obliged to refund where credits were used, where the Service performed as described, or where the request is made long after the purchase. Refunds are processed in the original currency (including ZAR) via the same payment method where possible.

5. How to request a refund

Send your refund request to us using the support or contact options on our website. Include your account email, the date and amount of the charge, and a brief reason. We will respond within a reasonable time (typically within 14 business days). If we approve a refund, it may take additional time for your bank or payment provider to reflect the credit.

6. Chargebacks and disputes

If you dispute a charge with your bank or payment provider (chargeback) without first contacting us, we may suspend your account and dispute the chargeback with evidence of use of the Service. We encourage you to contact us first so we can try to resolve the issue.

7. Changes and contact

We may update this Refund Policy from time to time. The “Last updated” date at the top of this page will change when we do. Continued use of paid features after changes constitutes acceptance. For refund requests or questions about this policy, contact us via the support or contact options on our website.