Refund Policy

We want you to love your family portrait. That is why the Service is built around a free preview: you see watermarked versions of every design before paying, and you only purchase once you are happy with the result.

1. Digital products

All purchases are one-time payments for digital content (high-resolution files and digital add-ons) delivered immediately after payment. By completing a purchase you expressly consent to immediate delivery and acknowledge that, where permitted by law (including under EU consumer rules for digital content), the statutory right of withdrawal ends once delivery has begun.

2. 14-day money-back guarantee

Independently of the above, we offer a voluntary 14-day money-back guarantee. We will refund your purchase in full if:

• the delivered files are corrupted, incomplete or materially different from the previews you selected;
• a purchased add-on (storybook, greeting card, audio story, extra portrait) was not delivered;
• you were charged more than the total shown at checkout, or charged twice.

3. What is not covered

• Dissatisfaction with artistic style or AI likeness where the delivered files match the previews you approved before paying;
• Errors in names, dates or relationships that you entered yourself (contact us anyway — we will usually regenerate the affected design free of charge);
• Requests made more than 14 days after purchase.

4. How to request a refund

Email info@familyorigin.org within 14 days of purchase with the email or result-page link used for the order and a short description of the issue. We respond within 2 business days. Approved refunds are returned to the original payment method (PayPal or card) within 5–10 business days, depending on the provider.

5. Chargebacks

Please contact us before opening a dispute with your payment provider — almost every issue can be resolved faster with a regeneration or refund directly from us.

6. Statutory rights

This policy is in addition to, and does not limit, any non-waivable statutory rights you have as a consumer in your country of residence.