Refund Policy

This page explains when you get your money back. It matches the refund section of the terms of service.

What you pay for

You pay once for the portraits you choose to keep: $19 for one portrait, $33 for all 3 portraits from your previews, and $7 for each extra look after you have bought. Prices are in US dollars, shown on our home page and again before checkout. It is a one-time payment, with no subscription and nothing that renews.

Payments are taken through our merchant of record, Waffo Pancake, which acts as the reseller and handles tax and invoicing; its buyer terms also apply to your purchase.

Portraits are digital files made from your photos. Nothing is printed or shipped.

See it before you pay

Every order starts with 3 free watermarked previews, and you can try a fresh set 1 time for free while previewing. What you buy is the original of the preview you saw — not a new image. If you don't like the previews, don't buy: there is nothing to pay and nothing to cancel.

Redos come first

Each portrait you buy includes 2 free redos. A redo makes the same look again from your photos, and you can add a note of up to 200 characters about what to fix. Every version is kept, and you choose the final one.

Full refund when a portrait is clearly wrong

If, after you have used your redos, a portrait you bought is still clearly wrong, ask within 14 days of payment and we refund that portrait in full. Clearly wrong means:

1. It doesn't look like you or your pet — someone who knows you would not recognise you or your pet.
2. Someone is missing — a person or pet from your photos is not in the portrait.
3. Broken faces, limbs or paws — for example extra fingers, a distorted face or a missing leg.
4. A damaged file or wrong framing — the file won't open, or the framing cuts off a person or pet.
5. A double charge — if you are charged twice for the same order, we refund the second payment in full. You can report this at any time, without using redos first.

A person reviews every request and replies within 24 hours. We may ask which portrait is wrong and what is wrong with it.

What is not refunded

• Changing your mind after buying.
• Not liking a look, colour or style that you could already see in the preview before you bought.
• Small differences that don't make the portrait clearly wrong, such as a slightly different background or pose.
• Orders cancelled because they broke our Acceptable Use Policy.

What happens after a refund

A refund is for the amount you paid for that portrait and goes back through the original payment method. Once a portrait is refunded, its download and its gift page stop working. A file you downloaded before the refund stays on your device, but you may no longer use it.

Your statutory rights

If consumer law where you live gives you more rights, for example the right of withdrawal in the EU and the UK, nothing on this page limits them. Your portrait is digital content made for you and delivered immediately. Where the law allows, the right of withdrawal ends once delivery has begun, provided you asked at checkout for delivery to start straight away and acknowledged that you would lose the right; if you did not, the right of withdrawal applies in full. The refunds above apply in addition to your statutory rights.

How to ask for a refund

Use Need help? on your order page, or email support@portraittogether.com from the address you ordered with and include the order number from your receipt. A real person replies within 24 hours. Refunds are issued through our merchant of record to the original payment method; depending on your bank, they can take several business days to appear.

Chargebacks

Please write to us first. We would rather fix a problem than have you dispute the charge, and we answer refund requests quickly.