1. Overview

At ShadePreview (operated by SNN), we strive to provide high-quality AI-powered virtual makeup previews and cosmetic shade recommendations. This Refund Policy explains when and how refunds are processed, in compliance with applicable consumer protection laws including the EU Consumer Rights Directive, CCPA/CPRA, and other regulations.

We understand that issues may arise, and we are committed to fair resolution of any problems you may experience with our Service.

2. Digital Content Acknowledgment

Our Service provides instant digital content (AI-generated preview images and recommendations). By making a purchase and proceeding with the service, you acknowledge and agree that:

• The digital content will be delivered immediately upon payment verification
• Delivery begins as soon as AI processing starts
• Due to the instantaneous nature of digital delivery, standard return policies may not apply once the service has been rendered

For EU Consumers: By clicking "Pay" and proceeding with the purchase, you expressly consent to immediate performance of the service and acknowledge that you will lose your right of withdrawal once the digital content has been fully provided, in accordance with Article 16(m) of the Consumer Rights Directive 2011/83/EU.

3. Automatic Refunds - Our Guarantee

We guarantee automatic full refunds when our service fails to deliver results. If any part of the AI processing fails, you will receive an automatic refund without needing to contact us or take any action.

Automatic refunds are processed in the following situations:

• Preview/Result Generation Failure: If the AI fails to generate your preview images or results
• Any Technical Failure: If any server errors or technical issues prevent result delivery
• Service Unavailability: If the service is unable to process your request due to system outages
• Payment Processing Errors: If payment is charged but our service cannot be initiated
• Complete Service Failure: If no results are delivered within a reasonable time (typically 10 minutes)

No questions asked: Our system may detect failures and initiate refunds through Polar. You will receive an email notification when the refund is processed. Refunds typically appear in your account within 5–10 business days, depending on your bank or payment provider.

If automatic refund fails: In rare cases where our automatic refund system encounters an issue, please contact us via our contact page or email us directly at [email protected]. We will manually review and process eligible refunds as quickly as possible (typically within 24–48 hours).

4. Refund Eligibility

4.1 Eligible for Full Refund

You are eligible for a full refund if:

• The service completely failed to deliver any results
• You were charged multiple times for the same service (duplicate charges)
• The service was significantly different from what was described
• Technical errors prevented you from accessing your results
• You request a refund within the applicable cooling-off period (see Section 5)

4.2 Eligible for Partial Refund

You may be eligible for a partial refund if:

• Only part of the service was delivered (e.g., one output delivered but others failed)
• Service quality was significantly impacted by technical issues on our end
• Results were substantially delayed due to our technical problems

5. Consumer Rights by Region

5.1 European Union, UK, and EEA Consumers

Under the EU Consumer Rights Directive, you have a 14-day right of withdrawal for online purchases. However, for digital content:

• By proceeding with purchase, you consent to immediate delivery
• You acknowledge loss of withdrawal rights once service is fully provided
• If service has not been fully provided, you may request withdrawal within 14 days
• You retain all statutory rights for defective or non-conforming services

Nothing in this policy affects your statutory rights under applicable EU/UK consumer protection laws. If the service is defective or not as described, you are entitled to a remedy regardless of timing.

5.2 Australian Consumers

Under Australian Consumer Law, our services come with guarantees that cannot be excluded. You are entitled to a refund or replacement for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services remedied if they fail to be of acceptable quality and the failure does not amount to a major failure.

5.3 United States Consumers

While digital goods are generally non-refundable under US law, we offer refunds as described in this policy. California consumers have additional rights under the CCPA/CPRA.

5.4 Canadian Consumers

Canadian consumers have cooling-off periods that vary by province. We honor applicable provincial consumer protection requirements.

6. Email Delivery Policy

If your results (such as receipts or confirmations) are delivered via email through Polar or our support process, please note the following:

• Email Accuracy: It is your responsibility to provide a valid and accurate email address during checkout
• No Refunds for Incorrect Email: We do not provide refunds if confirmation/receipt cannot be delivered due to an incorrect, misspelled, or invalid email address that you provided
• Delivery Confirmation: Transactional emails are typically sent immediately after payment or processing events
• Check Spam Folder: If you do not receive the email, please check your spam or junk folder
• Email Provider Issues: We are not responsible for delivery failures caused by your email provider's filtering or blocking policies

Important: Double-check your email address before completing payment. If delivery depends on the email you provided, it may not be possible to redirect delivery to a different address without additional verification or charges.

7. Non-Refundable Situations

Refunds are generally NOT provided in these cases:

• Subjective dissatisfaction with AI-generated previews or recommendations (personal preference)
• Results affected by low-quality photos you uploaded (poor lighting, blurry images, etc.)
• Incomplete/incorrect inputs you provided that materially affect results
• Change of mind after viewing the complete results
• Inability to save or share results due to your device or browser limitations
• Misunderstanding of what the service provides (which is clearly described)
• Incorrect email address provided during payment
• Email delivery issues caused by your email provider

Important: AI technology has inherent limitations. Results are algorithmically generated suggestions and may not meet subjective expectations. This does not constitute a service defect.

8. Refund Request Process

8.1 How to Request a Refund

If you believe you are eligible for a refund that was not automatically processed:

1. Contact us within the applicable timeframe (14 days for EU, 7 days for others)
2. Provide your payment confirmation email or order/transaction ID
3. Clearly explain the reason for your refund request
4. Include any relevant screenshots or documentation
5. Provide the email address used for payment

8.2 Response Time

• We aim to respond to all refund requests within 48 hours
• EU consumers: We will respond within 14 days as required by law
• Complex cases may require additional time for investigation

8.3 Required Information

To process your refund request, we need:

• Transaction ID or payment confirmation
• Date of purchase
• Email address used for payment
• Detailed description of the issue
• Screenshots if applicable

9. Refund Processing

9.1 Processing Time

Once approved, refunds are processed as follows:

• Our Processing: 1–3 business days to initiate
• Credit/Debit Cards: 5–10 business days to appear
• Some Payment Methods: Up to 30 days in certain regions

9.2 Refund Method

• Refunds are credited to the original payment method used
• We cannot refund to a different payment method
• You will receive email confirmation from Polar when refund is processed

9.3 Currency

Refunds are processed in the original transaction currency (USD). If your bank converts currencies, you may receive a slightly different amount due to exchange rate fluctuations. We are not responsible for exchange rate differences.

10. Disputes and Chargebacks

We strongly encourage you to contact us before initiating a chargeback or dispute with your bank or payment provider. We are committed to resolving issues fairly and promptly.

• Chargebacks incur additional fees that may be passed on in legitimate dispute cases
• Filing a chargeback before contacting us may delay resolution
• We cooperate fully with payment provider dispute processes
• Fraudulent chargebacks may result in being banned from future use of our services and may be reported to fraud prevention services

11. Special Circumstances

11.1 Service Outages

In the event of widespread service outages affecting multiple users, we may proactively issue refunds without requiring individual requests.

11.2 Goodwill Refunds

In exceptional circumstances, we may offer goodwill refunds at our discretion, even when the situation doesn't meet standard refund criteria. These are evaluated case-by-case.

11.3 Repeated Issues

If you experience repeated technical issues, please contact us. We will work with you to resolve the underlying problem or provide appropriate compensation.

12. Policy Changes

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your purchase will apply to that transaction.

13. Contact Us

For refund requests, questions, or concerns about this policy, please contact us:

• Email: [email protected]
• Contact Page: Click here to submit a refund request

Include as much detail as possible to help us resolve your issue quickly. We aim to respond within 24–48 hours and are committed to fair treatment of all customers.