Refund policy · written termsStart your shootThe written terms
7 days. 100%. Even after download.
This is the whole policy, in plain English. It restates exactly what the rest of the site promises — no smaller print, no carve-outs hiding below the fold.
The policy
What you are owed, in plain terms.
Delivery is immediateThere is no queue and no appointment. You scan your face, the shoot runs, and your photographs land in your private gallery while you wait — about 3 to 5 minutes for a First Look, longer for a bigger shoot because it makes more pictures. The wait for the size you pick is quoted at checkout, before you pay.
Full refund, 7-day windowIf you are unhappy with your pictures for any reason, you get 100% of your money back — ask within 7 days of delivery and we refund the entire payment you made, whichever shoot size you bought.
Processed within 2 business daysWe process every refund request within 2 business days of receiving it. Your bank may take a few days more to show the money; that part is theirs, not ours.
Even after downloadDownloading your photos does not void anything. Keep what you downloaded; the refund stands regardless.
No questions askedYou do not have to justify the request, send comparisons, or argue with a support script. “I want a refund” is sufficient.
Refunded where you paidCheckout takes cards, Apple Pay and Google Pay, with PayPal as an alternative. Card details are handled by the payment processor and never touch our servers. Refunds are issued back to whichever method you paid with, on the same rail.
How to askEmail mat@empathylabs.ai from the address you used at checkout, or reply to your delivery email. That is the entire procedure.
Fix it first, if you preferA refund is not the only remedy: if a photo is not close enough, you can also ask us to correct and rerun the frame. Your call, not ours.
Your existing order
Return to your shoot. No second purchase.
Open your shoot on the device you used to pay, or use your recovery code to return from another device. You do not need to buy another shoot to check progress or request a refund. If you cannot recover your order, email us at the address above.
Your refund rights above apply to your captured payment. They do not depend on a public counter or a test transaction. Order status lives on your shoot or via recovery — not on a homepage counter.