Refund Policy

This policy applies to all subscription fees paid to Puzzle Pack Studio (“we”, “us”). It forms part of our Terms of Service.

1. Digital delivery

The Service delivers digital content on demand. Access to the paid plan begins immediately on payment, and files generated using it are downloaded to your own device and retained by you permanently, including after a subscription ends. Delivery is therefore complete at the point of download and cannot be reversed.

2. Subscription fees are non-refundable

Except as set out in section 3, subscription fees are non-refundable, in whole or in part. This includes unused portions of a current billing period, periods during which the Service was not used, and periods remaining after cancellation.

A free plan is available and requires no payment. It produces complete, unwatermarked output at the same quality as the paid plan, and is subject only to limits on volume and library access as described on the pricing page. The Service may therefore be evaluated in full before any payment is made.

3. Exceptions

We will refund a charge in the following circumstances:

• Duplicate charges. Where an account has been charged more than once for the same billing period.
• Unauthorised charges. Where a charge was made without the authorisation of the account holder.
• Failure of the Service. Where the Service was materially unavailable or non-functional for a substantial part of a billing period and we were unable to remedy it.
• Where required by law. Where consumer protection law applicable to you requires a refund that this policy would otherwise exclude.

Requests under this section must be made within 30 days of the charge, by email to hello@puzzlepackstudio.com from the address registered to the account. Approved refunds are issued to the original payment method and typically appear within five to ten business days, depending on the issuing bank.

4. Cancellation

A subscription may be cancelled at any time through the billing portal, accessible from the pricing page. Cancellation prevents further renewals. It does not terminate access immediately: access continues until the end of the billing period for which payment has already been made, and no refund is due in respect of that period.

Subscriptions renew automatically until cancelled, and a receipt is issued for each renewal. It is the account holder’s responsibility to cancel before a renewal date if further charges are not wanted.

5. Matters outside this policy

No refund is due where a generated file is rejected by, or fails to meet the specifications of, any third-party print or publishing platform. Those specifications are set by the platform concerned, may change without notice, and are outside our control.

No refund is due where an account is suspended or terminated for breach of the Terms of Service, for fraud, or for abuse of the Service.

6. Payment disputes

Where a charge is believed to be incorrect, we ask that you contact us before initiating a chargeback with your card issuer. We will investigate and, where section 3 applies, issue a refund. An account that is the subject of a chargeback may be suspended pending resolution.

7. Contact

Enquiries under this policy should be sent to hello@puzzlepackstudio.com. See also our Terms of Service and Privacy Policy.