Digital portraits
PawPlusMe is operated by chen xianjie, an individual operator. This policy explains cancellation and refunds for our one-time digital portrait purchases and separately purchased personalized keepsakes. Each digital order covers the creation and download of one AI-generated portrait. There is no subscription or automatic renewal.
Download your completed portrait within 30 days after payment. The storage period does not limit remedies for a delivery or material service problem described below.
Read this policy together with our Terms of Service. For help with an order, email contact@pawplusme.com.
Cancellation
You may leave checkout before paying. If you have already paid and wish to cancel, contact us promptly. Generation starts automatically after payment is verified, so we may be unable to stop processing in time. Contacting us does not itself stop an in-progress task.
If generation has not begun, we will cancel and refund the order on request. If processing has begun, the refund rules below apply. This does not waive any statutory withdrawal right or replace a legally required separate request for immediate performance.
When we refund
- Duplicate or incorrect charges: we refund confirmed duplicate or incorrect charges.
- Delivery or material service problems: for non-delivery, an unreadable file, or a material failure to provide the purchased service, we offer reasonable troubleshooting or correction. If the problem remains unresolved, we refund the affected digital order.
- Unfulfilled orders if we close the service: if we end the service for reasons unrelated to your breach and cannot fulfil a paid order, we refund that unfulfilled order.
A technical generation failure can be retried on the same paid order without another portrait charge. AI may alter facial details, pet markings, poses and backgrounds; an exact likeness or identical result is not guaranteed. Style preferences and requests for a different scene are assessed individually and do not include unlimited free remakes. These limitations do not remove remedies for a material failure to provide the purchased service.
Physical keepsakes
Framed prints and mugs are quoted, reviewed and paid separately from the digital portrait. Request cancellation as soon as possible before production is confirmed. Once a personalized item enters production, a change of mind may not be cancellable. If the item is damaged, faulty, incorrect or not delivered, contact us with the physical order reference and details; reasonable photos can help assess a printing or damage issue. We will investigate and arrange an appropriate correction, replacement or refund. These terms do not limit statutory consumer rights or payment-provider remedies.
Request a refund
Email contact@pawplusme.com with the subject Refund request. Include your order reference, purchase email address and a brief explanation of the problem. We will not ask for your full card number or card security code.
Please report quality or download problems within 14 days of delivery so we can investigate promptly. This reporting period does not shorten statutory rights or prevent later reporting of an incorrect charge.
Processing times
We respond within two business days and initiate an approved refund with the payment provider within five business days of approval. The time for funds to reach you depends on the payment method and bank.
Refunds normally return through the original payment method, with any lawful alternative arranged through the payment provider. Contact us if you need help checking the status of an approved refund.
Your rights
Applicable consumer rights and any buyer remedies available from the payment provider identified at checkout or on your receipt remain available. You may contact us for help without surrendering your rights to contact your payment provider or bank.
For information about how we handle order and support information, see our Privacy Policy.