Refund policy.

Last updated 1 October 2026

The short version

Payments are processed by our payment provider; we never see or store your full card details. If your headshots fail to generate due to an error on our side, you are entitled to a full refund. Requests for other refunds are considered on a case-by-case basis within 14 days of purchase.

How to request a refund

1. Email hello@portraze.com from the address used at checkout.
2. Include your order number (or the checkout email) and, if relevant, a screenshot of the problem.
3. We confirm by email, then send the refund back to the original payment method.

How long it takes

We approve or decline within a few business days. Once approved, the refund is issued to your original payment method; your bank or card provider then typically takes 5–10 business days to post it. That last leg is outside our control.

What we normally refund

• Generation failed or never delivered because of an error on our side — full refund.
• Duplicate or accidental purchase — refunded when reported promptly.
• Technical fault that stopped you from using what you paid for — refunded or re-run, your choice.

What we normally cannot refund

• A successfully delivered set where you simply do not like the style. Generation costs real compute that we have already paid for, so we cannot refund completed work — but tell us what went wrong and we will usually re-run it with your feedback.
• Requests made more than 14 days after purchase.
• Orders that broke the acceptable use policy.

Chargebacks

Please talk to us first. Opening a chargeback without contacting us usually takes longer than a refund and may suspend access while it is investigated.

Teams and affiliates

Team orders follow the same policy. Affiliate commissions are reversed when the underlying order is refunded — see the affiliate terms.

Questions

Email hello@portraze.com. This policy sits alongside our Terms of Service, which governs if the two ever disagree.