Refund Policy

This translation is provided for convenience. The German version of this page is legally binding.

This page explains when and how we refund payments. It supplements our Terms and Conditions and the Right of Withdrawal notice.

1. When we refund

1.1 Withdrawal. As a consumer you may withdraw from the contract within 14 days of concluding it, without giving a reason. We then refund all payments we received. If you asked us to start work before the withdrawal period ended, you pay a reasonable amount for the work already done up to your withdrawal; we refund the rest. Details are in the Right of Withdrawal notice.

1.2 Result rejected. If you still do not like the result after the correction round included in the price, you can reject it. The final payment is cancelled and we refund your deposit in full. You then do not receive files in full quality.

1.3 Work not possible. If we cannot process a photo (for example, because it cannot be restored), we refund what you paid for that photo. Photos we offer separately after a manual review are charged only if you accepted that offer.

1.4 Technical or payment errors. If you paid twice or paid too much by mistake, or the amount was charged to your card but your order never reached us, we refund the overpaid amount in full.

1.5 Defects. If the result has defects we do not fix even after your corrections, your statutory warranty rights apply (see section 10 of the Terms), including a price reduction or refund.

2. When we do not refund

Once you have approved the result, paid the remaining amount and downloaded the finished files, the contract is fulfilled. A refund based on personal taste is then no longer possible. Your statutory right of withdrawal expires once we have fully performed the service and you expressly agreed beforehand that we may start before the withdrawal period ends (see the Right of Withdrawal notice). Your statutory warranty rights remain unaffected.

3. How to request a refund

Write to us at [email protected] with your order number and the reason. For a withdrawal, a clear statement is enough (see the Right of Withdrawal notice). We review your request and usually reply within 3 business days.

4. How and when we refund

4.1 We refund by the method you paid with: card payments (including Apple Pay and Google Pay) to the card used, bank transfers to the account you sent them from. For a transfer we may ask for your bank details.

4.2 The refund is made without undue delay once your request is accepted, and for a withdrawal no later than 14 days after we receive your statement.

4.3 We charge no fees for refunds. Depending on your bank, it may take a few more business days until the credit shows on your account. Refunds are made in euros; exchange-rate differences at your bank are beyond our control.

4.4 We refund the amount you actually paid, that is, after any redeemed promo code or voucher. For a gift order we refund the person who ordered and paid.

5. Problems with a payment

Please contact us first before starting a chargeback with your bank. That is usually the fastest way to solve it.

Version of 27 October 2026