Refund Policy

This Refund Policy forms part of our Terms of Service. If anything here conflicts with the Terms, the Terms prevail. References to sections (e.g., "Section 4") refer to the Terms of Service.

1. Generation Start and Your Right to Cancel

Under the EU Consumer Rights Directive (2011/83/EU, Article 16(m)) and the UK Consumer Contracts Regulations 2013, consumers have a 14-day statutory right of withdrawal for digital services. If you choose to start generating your AI Headshots immediately after purchase, you give your express consent to begin before the usual 14-day cancellation period ends and acknowledge that you will lose this statutory right of withdrawal once generation begins.

You provide this consent by confirming the dedicated checkbox at checkout before generation begins. Our voluntary money-back guarantee below is a goodwill policy and applies in addition to any rights you cannot waive under applicable law.

2. Our Money-Back Guarantee

Try HeadshotHQ risk-free. If, in your reasonable opinion, none of the images in your order are suitable for professional use, you can request a refund, subject to the eligibility rules below (same rules as Section 4 of the Terms of Service).

3. Refund Eligibility (What Must Be True)

To request a refund within 14 calendar days of purchase, all of the following must be met:

1. No generation: You have not started AI generation for your order. Starting generation counts as use of the digital product. As a goodwill exception, if your uploads followed our upload guidelines and the results are still unsuitable for professional use, you may request a refund after generation, subject to our review.
2. Upload compliance: Your uploaded photos must comply with our upload guidelines. We may review your uploads to verify compliance, as non compliant inputs can directly affect output quality and are the most common cause of poor results.
3. Timing: You submit your refund request within 14 days of purchase.

4. Teams and Bulk Orders

For Team plans and bulk orders, refunds, where approved, are calculated pro-rata to reflect resources already consumed, including compute and work performed. For example, on a 10-seat team plan where 4 seats have already generated, the refund typically covers the 6 unused seats minus a reasonable processing fee. Any custom deliverables already provided are non-refundable unless required by applicable law. See Section 4 (Fees, Payments, and Refunds) of the Terms.

5. How to Request

Email [email protected] with your order email and ID.

Most requests are reviewed within 1 to 3 business days. If approved, we issue the refund to your original payment method. Depending on your bank or provider, funds typically appear within 5 to 10 business days. Timing and final amounts may vary due to card-network processing and currency conversion outside our control. We refund in the original transaction currency; any FX difference between purchase and refund is outside our control. Refunds are issued to the original payment method only; we cannot redirect funds to a different account.

6. Chargebacks

We strongly encourage you to contact [email protected] first so we can resolve issues directly and quickly. If you initiate a chargeback or payment dispute with your bank or card network before contacting support, we may suspend access to your account and downloads pending resolution of the dispute. Once the dispute is resolved with the payment network, we will reinstate access where appropriate.

7. Verification

To verify eligibility and protect against fraud, we may use limited order metadata (e.g., preview and download status, timestamps, payment verification, IP and device signals) and may request reasonable information to confirm account ownership.

8. What's Not Eligible

• Requests that do not meet the no-generation, upload-compliance, and 14-day conditions.
• Signs of abuse, fraud, or misuse, including repeated refund requests. Customers who previously received a refund (partial or full) for the same product, including via related accounts or payment instruments, may be ineligible for subsequent refunds, except where required by applicable law.
• Custom deliverables already provided (Teams and bulk), unless required by applicable law.

9. Dispute Resolution

If we cannot resolve your complaint directly, EU-based consumers may submit a dispute via the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. As a Bulgaria-based seller, you may also contact the Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите) at kzp.bg/en. These options do not affect your statutory consumer rights or the right to bring proceedings in the competent courts.

10. Record Retention

Refund and billing records are retained for up to 10 years to meet statutory tax and accounting obligations. See Privacy Policy §3 for full retention details.

11. Local Consumer Rights

Where applicable law in your country grants additional mandatory rights (for example, specific cooling-off rules), we will honour those rights.

12. Need Help?

If you hit any snags during the process, contact [email protected], and we will sort it out.

13. Contact details

Lazy Group Ltd (trading as HeadshotHQ)

58 Tsar Simeon Street, Trakia District, 4000 Plovdiv, Bulgaria

(БЪЛГАРИЯ, гр. Пловдив, р-н Тракия, „Цар Симеон", 58)

Email: [email protected]