Refund Policy

1. Overview

Thank you for choosing TryOnCloud. We are committed to delivering a reliable, high-performance AI virtual try-on API for e-commerce businesses. Because we offer a Free Plan with 20 generations per month, you have the ability to fully test compatibility with your store — whether on Shopify, WooCommerce, or via our custom API — before upgrading to a paid plan.

This Refund Policy governs all purchases of TryOnCloud paid subscriptions (Starter, Professional, Enterprise) and API credits. By subscribing, you agree to the terms outlined below.

2. Refund Eligibility — 14-Day Window

We offer a 14-day refund window from the date of your initial purchase or subscription renewal. Refunds are granted in the following circumstances:

• API or Technical Failure: Our API consistently fails to process requests, returns incorrect results due to a bug on our side, or experiences sustained downtime exceeding 48 consecutive hours following your purchase.
• Activation Failure: You purchased a plan but our system failed to activate your account, provision your API key, or upgrade your generation quota.
• Integration Failure (Shopify / WooCommerce / Custom API): Our official Shopify app, WooCommerce plugin, or provided API integration code fails to function due to a defect in our software — not a conflict with third-party plugins or custom theme modifications.
• Duplicate Charge: You were charged more than once for the same subscription period due to a billing system error.
• Unused & Unactivated Plan: You purchased a plan by mistake, have not generated any try-on images, and request a refund within 14 days.
• Service Not Delivered: After successful payment, the service was not provisioned and you received no confirmation or API key within 24 hours.

3. Non-Refundable Situations

We reserve the right to decline a refund in the following situations:

• Subjective AI Output Quality: Our service uses advanced AI models to generate virtual try-on images. AI generation is an estimation — results vary based on input photo quality, clothing type, and lighting. Refunds are not granted because you dislike the visual style or fit estimation, provided the API is technically functioning.
• Usage Already Occurred: You have successfully used API credits to generate try-on images on a paid plan, and the service functioned as described.
• Change of Mind: You no longer wish to use the service after credits have been consumed or after the 14-day window has passed.
• Failure to Use Free Trial: Issues with store compatibility or plugin conflicts that could have been identified during the Free Plan trial period.
• Third-Party Conflicts: Issues arising from conflicts with other Shopify apps, WooCommerce plugins, custom theme code, or third-party hosting configurations that are outside our control.
• Insufficient Technical Knowledge: You lack the technical knowledge to integrate our API and decline our support team's assistance.
• No Support Ticket Filed: You request a refund for a technical issue without first opening a support ticket to allow our team to resolve the problem.
• Server / Hosting Incompatibility: Your server environment does not meet the minimum requirements (e.g., HTTPS required, modern PHP or Node.js version) listed in our documentation.

4. Subscriptions & Automatic Renewals

• Cancellation: You may cancel your TryOnCloud subscription at any time from your account dashboard. Cancellation stops future billing but does not automatically entitle you to a refund for the current period.
• Renewal Refund Window: Refund requests for subscription renewal charges are considered only if submitted within 14 days of the most recent automatic renewal charge, subject to the eligibility criteria above.
• No Pro-Rated Refunds: We do not provide partial or pro-rated refunds for the unused remainder of a billing period upon mid-term cancellation.
• Plan Downgrades: Downgrading to a lower plan takes effect at the end of the current billing cycle. No partial refunds are issued for the difference.

5. Platform-Specific Notes

6. EU & UK Consumer Rights

If you are a consumer located in the European Union (EU) or United Kingdom (UK), you have a statutory 14-day right of withdrawal from the date of purchase. However, by activating your API key or generating try-on images within this period, you acknowledge that service delivery has commenced and waive your right of withdrawal for the consumed credits. If you have not activated your plan or used any credits, you may request a full refund within 14 days without providing a reason.

7. Merchants & End-Users

This policy applies to merchants who purchase a TryOnCloud subscription directly from us. If you are a merchant offering your customers the ability to use virtual try-on on your store, you are solely responsible for managing refund requests from your end-users. TryOnCloud does not handle refunds to your customers on your behalf.

8. How to Request a Refund

To submit a refund request, please contact our support team within the eligible 14-day period. Include the following:

• Your registered account email address
• Order number or invoice ID
• A clear description of the issue or reason for the refund
• Screenshots or error logs demonstrating technical failures (if applicable)
• Confirmation that you have not consumed credits beyond the trial limit (for unused plan claims)

We will acknowledge your request within 2 business days and aim to resolve all refund requests within 7–14 business days.

9. Refund Processing & API Key Revocation

• Payment Method: Approved refunds are processed to the original payment method. Please allow 5–10 business days for funds to appear in your account.
• API Key Deactivation: Upon issuing a refund, your TryOnCloud API key and plan access will be deactivated immediately. Any active Shopify or WooCommerce integrations using that key will stop functioning.
• Data Deletion: Upon request, we will delete your account data following our standard data retention policy as described in our Privacy Policy.

10. Chargebacks & Disputes

If you initiate a chargeback or payment dispute with your bank or payment provider before contacting us, we may suspend your account and deactivate your API key immediately while the dispute is under investigation. We strongly encourage you to contact our support team first — in most cases we can resolve issues faster than the chargeback process allows.

11. Contact Us

For all refund requests and billing inquiries, please use our contact form: