Refund Policy

This Refund Policy explains when purchases made through Petohra may be cancelled, refunded or otherwise resolved.

It applies to purchases of Petohra credits, AI-generated pet cards and downloadable digital content.

Nothing in this Refund Policy limits or excludes any mandatory consumer rights that apply under Dutch or other applicable law.

Consumers within the European Union may have a statutory right to withdraw from certain online purchases within 14 days without giving a reason.

The availability of this right depends on the type of purchase and whether the delivery of digital content or the performance of a digital service has already begun.

Before providing digital content or immediately performing a digital service, we may ask you to expressly consent to immediate performance and acknowledge that you lose your statutory right of withdrawal once the service has been fully performed or the digital content has been supplied, where permitted by applicable law.

Where such consent has not been obtained or an exception does not apply, your statutory withdrawal rights remain unaffected.

Petohra credits are digital units that allow you to generate AI-created pet cards through your account.

The number of credits included in your purchase and the total purchase price are displayed before payment is completed.

Unused credits may be eligible for cancellation or refund where required by applicable consumer law.

If you wish to request a refund for unused credits, please contact us before any of the purchased credits have been used.

If one or more credits from the purchased package have already been used, the remaining balance may no longer be eligible for a full refund. Any refund will be assessed in accordance with this Refund Policy and applicable law.

A credit is considered used once an AI generation request has been successfully submitted and processed.

Because AI-generated artwork is creative by nature, results may differ from your expectations or from the uploaded photograph.

Differences in artistic style, composition, colours, details or interpretation do not automatically mean that the service is defective.

A completed generation will not normally qualify for a refund solely because the artistic result differs from your personal preferences or expectations.

This does not affect your statutory rights where the service was not delivered as agreed or where a verified technical failure prevented delivery of the purchased service.

If an AI generation fails because of a verified technical issue within Petohra and no usable card is delivered, we will make reasonable efforts to resolve the issue.

Where appropriate, we may automatically restore the affected credit to your account.

If a credit is not automatically restored, please contact us with your account email address and the approximate date and time of the failed generation.

We may review relevant technical logs to verify whether the generation failed and whether a usable result was successfully delivered.

If the failure is confirmed, we may restore the credit, repeat the generation or provide another appropriate remedy, including a refund where required by applicable law.

Certain purchases may include downloadable high-resolution versions of your generated Petohra cards.

Where digital downloads are supplied immediately after purchase, we may ask you to consent to immediate delivery and acknowledge that your statutory right of withdrawal may no longer apply once the download has been supplied, where permitted by law.

After a digital download has been successfully provided, refunds will not normally be available solely because you changed your mind.

This does not affect your statutory rights if the purchased digital content cannot be accessed, is materially defective or was not supplied as agreed.

If payment has been completed but you are unable to access or download purchased digital content due to a technical issue, please contact us as soon as reasonably possible.

We will make reasonable efforts to restore access, provide a replacement download or resolve the technical problem.

If we are unable to provide the purchased digital content within a reasonable period, you may be entitled to an appropriate refund or another remedy as required by applicable law.

You are responsible for ensuring that your device supports common image file formats and for safely storing downloaded files after delivery.

Approved refunds will normally be returned to the original payment method used for the purchase.

We will process approved refunds without undue delay and within any period required by applicable law.

After a refund has been initiated, your bank or payment provider may require additional time before the refunded amount becomes visible in your account.

Currency conversion differences, exchange rates or payment-provider fees outside our reasonable control may affect the final amount received.

Refund requests that are fraudulent, abusive or based on deliberate misuse of Petohra may be refused where permitted by applicable law.

Examples include intentionally submitting false technical claims, attempting to retain refunded credits or repeatedly disputing valid transactions.

If a payment dispute or chargeback is initiated, we may provide relevant transaction and account information to Stripe, your bank or another payment provider where legally permitted.

We may temporarily suspend access to an account while suspected fraud, payment abuse or unauthorized activity is investigated.

To request a cancellation, refund or another remedy, please contact us at petohra.business@gmail.com.

Please include your account email address, payment reference, purchase date, the product concerned and a clear description of the issue.

Where relevant, we may ask for additional information that is reasonably necessary to verify your purchase or investigate a reported technical problem.

Submitting a refund request does not automatically guarantee that a refund will be granted. Each request will be assessed individually in accordance with this Refund Policy and applicable law.

Where you have a statutory right of withdrawal, you may exercise that right by sending us a clear statement that you wish to withdraw from the relevant purchase.

Withdrawal requests may be sent by email to petohra.business@gmail.com.

Please include your name, account email address, payment reference, purchase date and the product or service from which you wish to withdraw.

You are not required to provide a reason when exercising a valid statutory right of withdrawal.

If you disagree with our decision regarding a refund request, please contact us at petohra.business@gmail.com and explain why you believe the decision should be reconsidered.

We will review the available payment information, account records and relevant technical data before providing our final response.

Nothing in this Refund Policy limits your statutory rights or your right to seek another remedy available under applicable law.

We may update this Refund Policy from time to time if our services, payment methods, legal obligations or business operations change.

The most recent version will always be published on this page together with its effective date.

Changes to this Refund Policy will not reduce any rights that already applied to purchases completed before the updated version became effective, unless required by law.

For questions regarding cancellations, refunds or this Refund Policy, please contact Petohra at petohra.business@gmail.com.

Petohra is registered with the Dutch Chamber of Commerce under number 89384113. VAT number: NL004723226B28.