This Refund Policy applies to Portrazo's digital AI services, one-time credit purchases, and subscription services. Physical Print-on-Demand (POD) merchandise is not currently offered; if it is offered in the future, it will be purchased through a separate payment channel and process, and will be subject to its own refund and after-sales terms. The Chinese version prevails; disputes are governed by the laws of the Hong Kong Special Administrative Region.
Portrazo's AI portrait generation is an instantly-consumed digital service. For one-time credit purchases, we offer a prorated refund within 14 days of purchase only for the unused credit balance, after deducting the value of credits already consumed (at the unit price you paid) and a processing fee of 5% plus a fixed $0.50. By clicking the generate button, you explicitly consent to the commencement of digital content service performance and understand that consumed credits are non-refundable.
To be eligible for a refund, your request must meet all of the following: 1) you request within 14 days of purchase; 2) you still hold unused credits from that purchase — partially used orders are refunded only for the unused portion; 3) the refund base (amount paid minus the value of credits consumed at your purchased price) is at least $1.00. Full refunds apply to zero-consumption cases such as complete system failure or platform unavailability that prevented use, or duplicate / erroneous billing.
No refunds for fully consumed credits, refund bases below $1.00, user operational errors, subjective dissatisfaction, forgotten usage, not being logged in, voluntary abandonment, or account bans for violations. A processing fee of 5% plus a fixed $0.50 applies to each approved refund, and is deducted before the refund amount is calculated. Orders flagged by risk controls (for example a consumption ratio of 80% or more, orders of $1,000 or more, or 2 or more refunds within 90 days) are routed to manual review.
Please email portrazo@zohomail.com with your order ID, registered email, and refund reason. We will review and respond within 3 business days. Approved refunds will be returned via the original payment method.
Approved refunds will be returned via the original payment method within 3–5 business days, subject to payment processor settlement rules.