ImageSpot
(image-spot.com)
| Legal entity | XOR SOLUTIONS LIMITED Company No. 15744696 Registered office: Flat 44 Ennerdale House, 121 Hamlets Way, London, England, E3 4TY |
| Website | image-spot.com Support email: info@image-spot.com |
| Covered products | AI-generated digital image downloads Prepaid generation credits/tokens for the AI image module No subscription model |
Effective date: 11 March 2026
Version: Website Legal Pack – Doc 2
This policy explains when refunds, cancellations, re-credits, and billing corrections may or may not be available for digital image downloads and prepaid generation credits/tokens.
| Key rules at a glance Downloaded digital content is generally non-refundable once supplied, downloaded, or accessed after the customer has requested immediate supply and acknowledged loss of cancellation rights where applicable. Unused credits/tokens may be considered for refund only in limited cases stated in this policy, including duplicate payment, manifest technical non-delivery, or where mandatory law requires refund. Consumed credits/tokens and completed generation requests are generally non-refundable, except where a payment was processed in error or the service was not supplied at all due to a verified technical fault attributable to us. Custom or bespoke output requests already processed are generally non-cancellable and non-refundable once generation has started. |
1. Purpose and scope
This Refund Policy applies to purchases made through image-spot.com and covers AI-generated digital image content, prepaid generation credits/tokens, and related digital deliverables supplied by XOR SOLUTIONS LIMITED.
This policy should be read together with our Terms & Conditions, Privacy Policy, Cookie Policy, and any product-specific notices displayed at checkout or on the relevant product page.
2. Digital nature of the products
Our products are digital in nature. They do not involve shipment of physical goods. Delivery normally occurs by digital download, account access, account balance update, generation access, or another electronic fulfillment method.
Because the products are digital content and digital services, cancellation and refund rights may differ materially from those that apply to physical consumer goods. In particular, once digital supply has started, download access has been granted, or credits/tokens have been made available for use, refund rights may be restricted or extinguished to the extent permitted by applicable law.
Quick eligibility overview
| Product / scenario | General position | Typical outcome |
| Digital image purchased and already downloaded or otherwise made available | Usually non-refundable | No refund unless mandatory law applies or there was verified non-delivery / duplicate payment |
| Credit pack purchased but no credits delivered to the account | Potentially refundable | Refund or manual crediting after verification |
| Credit pack delivered and partly or fully consumed | Usually non-refundable | No refund for consumed credits; limited review only for duplicate payment or our technical failure |
| Generation request failed before any output or access was supplied | Case-by-case | Re-credit, regeneration, or refund where appropriate |
| Duplicate payment or manifest billing error | Refundable | Refund to original payment method where verified |
| Chargeback while account benefited from delivered digital goods or credits | Restricted | Refund may be denied and account may be suspended pending review |
3. General refund principles
- Refunds are not automatic and are assessed against the facts of the relevant order, account activity, delivery status, and applicable mandatory law.
- We may offer one of the following remedies where appropriate: refund to the original payment method, re-credit of unused credits/tokens, re-supply of the digital product, manual technical correction, or other reasonable remediation.
- Where a refund is approved, it will usually be returned to the original payment method used for the purchase unless doing so is impossible or unlawful.
- We may decline a refund request where the order was fully supplied, the customer already benefited from the digital product or credits, the request is abusive, or there is evidence of fraud, chargeback misuse, or policy circumvention.
4. Downloadable digital image purchases
Where you purchase a digital image, artwork file, or comparable downloadable digital content, the purchase is generally non-refundable once the file has been delivered, download access has been provided, or the content has otherwise been made available to your account or device after you requested immediate supply.
A refund may be considered only in limited situations, such as:
- duplicate payment for the same item;
- verified technical non-delivery, meaning you did not receive access to the purchased file at all due to a fault attributable to us;
- manifest billing error or obvious pricing/processing error;
- a mandatory refund right that cannot lawfully be excluded under applicable consumer law.
A refund will normally not be granted merely because you changed your mind, no longer need the content, expected a different artistic style, failed to review the product description, or decided not to use the file after delivery.
5. Credit/token pack purchases
Credit/token packs are prepaid digital usage units that may be redeemed only within the ImageSpot platform for image-generation functionality and other clearly described internal uses. They are not redeemable cash balances and are not transferable assets.
Refund treatment depends on delivery and usage status:
- If a purchased credit pack was never delivered to the relevant account because of a verified technical or processing failure, you may be eligible for a refund or manual crediting.
- If credits/tokens were delivered and remain entirely unused, we may, at our discretion and subject to mandatory law, consider a refund request submitted promptly after purchase, especially where the request relates to duplicate payment or obvious purchase error and no benefit has been taken from the credits.
- If credits/tokens were partly or fully consumed, the consumed portion is generally non-refundable. Any unused portion may be reviewed only in exceptional circumstances and is not guaranteed to be refundable.
- Where generation has started or credits have been redeemed, a refund is usually not available merely because you dislike the style, subject matter, or subjective quality of outputs generated from your own prompts.
6. Failed generations and technical issues
If a generation request fails because of a technical issue attributable to us and no usable output was delivered to you, we may choose one or more of the following remedies:
- re-credit the generation cost to your account;
- allow you to rerun the generation without additional charge;
- issue a refund for the affected transaction where re-credit or re-supply is not reasonably available.
We may request screenshots, order details, account identifiers, timestamps, browser/device information, and other reasonable evidence so that we can verify the issue. Temporary latency, queue delays, expected model variability, or dissatisfaction with a lawful output do not by themselves establish technical non-delivery.
7. Custom prompts and subjective dissatisfaction
AI-generated outputs inherently vary based on prompts, system conditions, model behaviour, and technical parameters. Refunds are not ordinarily granted merely because the customer subjectively dislikes an output, expected a different style, or believes a prompt could have been improved.
If the service actually produced and delivered an output in response to your prompt, that generation is generally treated as performed. The fact that the output is not commercially useful, aesthetically preferred, or perfectly aligned with your expectations does not itself create a refund entitlement.
8. Consumer cancellation rights and immediate digital supply
Where applicable consumer law grants a cooling-off or cancellation right for distance contracts, that right may be lost once digital content is supplied or a digital service has started, provided the relevant legal conditions are satisfied, including your request for immediate performance and any required acknowledgements.
By placing an order for digital content, digital downloads, or prepaid digital usage rights and requesting immediate delivery or activation, you may be asked to acknowledge that supply may begin before the end of any cooling-off period and that your cancellation/refund rights may therefore be reduced or lost to the fullest extent permitted by law.
Nothing in this policy excludes rights that cannot lawfully be excluded under mandatory consumer protection legislation applicable to your purchase.
9. Situations where refunds may be refused
- The digital file, access entitlement, or credit pack was properly supplied and the customer has already used, downloaded, accessed, or consumed it.
- The request is based only on change of mind, personal preference, incompatibility caused by the customer environment, or failure to review product information before purchase.
- There is evidence of abuse, multiple repetitive refund requests, chargeback misuse, unauthorised account sharing, or policy evasion.
- The customer breached the Terms & Conditions, including unlawful or abusive use of prompts or generated content.
- The issue results from a third-party payment provider problem, bank restriction, or device/software environment outside our reasonable control and the purchased digital benefit was nevertheless supplied.
10. Duplicate payments, billing errors, and unauthorised transactions
If you believe you were charged twice, charged the wrong amount, or charged without authorisation, you should contact us promptly at info@image-spot.com with sufficient details to identify the transaction.
Where we verify a duplicate payment, manifest billing error, or truly unauthorised transaction, we will normally take appropriate corrective action, which may include cancellation, refund, reversal, or account remediation. We may ask for reasonable supporting information before processing the claim.
If the issue arises from suspected fraud, account compromise, or payment abuse, we may suspend the account or transaction pending investigation.
11. Chargebacks and payment disputes
Before initiating a chargeback with your payment provider, we ask that you contact us first so that we can review the matter and, where appropriate, resolve it directly.
If a chargeback is initiated in relation to an order that was correctly supplied, or where we reasonably suspect fraud or abuse, we may contest the chargeback, suspend affected accounts, restrict further purchases, and preserve platform and transaction records for evidential purposes.
12. How to request a refund or review
To request a refund, re-credit, or billing review, please contact info@image-spot.com and provide enough information for us to investigate efficiently. Your request should, where available, include:
- full name and contact email used for the order or account;
- order number, transaction reference, purchase date, and payment amount;
- a clear explanation of the issue and the remedy requested;
- relevant screenshots, error messages, account screenshots, or other supporting evidence.
We may request additional information where reasonably needed to verify identity, prevent fraud, or understand the delivery status of the digital product or credits.
13. Review timing and refund processing
We aim to review refund-related requests within a reasonable time, taking into account complexity, fraud checks, payment-provider timings, weekends, public holidays, and the completeness of the information submitted.
If a refund is approved, the time for the credited amount to appear in your account may depend on your bank, card issuer, wallet provider, or payment method. Processing times outside our direct control do not invalidate an otherwise valid refund decision.
14. Fraud prevention and reservation of rights
We reserve the right to decline, delay, or condition any refund where reasonably necessary to prevent fraud, platform abuse, sanctions exposure, money-laundering risk, chargeback manipulation, or misuse of digital goods and credits/tokens.
We may keep records of purchase activity, delivery events, account balance changes, prompt usage, device/browser data, communications, and technical logs for evidential, operational, compliance, and dispute-resolution purposes, in accordance with our Privacy Policy and applicable law.
15. Amendments to this policy
We may update this Refund Policy from time to time to reflect changes in the Website, product model, legal requirements, payment processes, or operational practice. The latest version will be posted on the Website with an updated effective date.
16. Contact
Refund, billing, and delivery-related requests should be sent to info@image-spot.com.
Company: XOR SOLUTIONS LIMITED – company number 15744696 – registered office: Flat 44 Ennerdale House, 121 Hamlets Way, London, England, E3 4TY.