Refund Policy

Profile Studio · Refund Policy · v1.0 · Effective 8 October 2026

1. Introduction & scope

1.1 This Refund Policy applies to paid digital avatar files and commissioned artwork purchased from Profile Studio, operated by DIGIMACIS LTD. It explains how customers report incorrect charges, non-delivery, damaged files, defective work, mistaken orders, unauthorised transactions and statutory cancellations. It forms part of the Terms & Conditions but does not displace mandatory consumer rights or any more favourable written purchase-specific promise.

1.2 Profile Studio offers both immediately available Ready-Made Artwork and Custom Artwork produced to a creative brief. These services differ in delivery timing and, in some cases, in the application of distance-contract cancellation rules. The fact that an item is downloadable, bespoke or has been paid for does not automatically deprive the customer of a remedy when the content or services fail to meet legal requirements.

2. Company details & contact

2.1 Submit a refund or billing question to info@profile-studio.com. The trader is DIGIMACIS LTD, company number 17503974, registered at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. The trading name is Profile Studio and the Website is https://profile-studio.com. Customers should keep the order confirmation and identify the purchased artwork and checkout email.

2.2 The same address handles general complaints, fulfilment inquiries and payment-dispute correspondence. For privacy reasons, do not include full payment-card numbers, card security codes, banking passwords or unrelated identification documents. An order number, the date, charged amount, currency and masked transaction reference normally allow us to search the necessary merchant records.

3. General position on digital-content refunds

3.1 A working ready-made download that matches its description and was supplied after the customer's legally effective express request for immediate access is ordinarily not eligible for a change-of-mind refund where the statutory withdrawal exception lawfully applies. This is not a waiver of statutory rights concerning faulty, incomplete or misdescribed content. Digital art is not physically returnable, but a refund inquiry can still be assessed on its merits.

3.2 Bespoke creative work is assessed according to the type of contract and the stage of performance. An individual commission may involve a service undertaken before electronic final-file delivery. We do not rely solely on the label 'custom' to reject an otherwise valid 14-day cancellation request. Payment for work properly performed after a lawful early-start request may be recoverable only to the extent permitted by consumer law.

4. Transactions that may qualify

4.1 Refunds, correction, replacement or another statutory remedy may be available for an unusable download link, a file that does not open, a materially wrong size or format, a digital image substantially unlike its product description, an unperformed accepted commission, duplicate capture or a payment not authorised by the genuine cardholder. Other cases may be resolved by restoring entitlement or providing a conforming file.

4.2 If a creative project materially deviates from the accepted brief or agreed deliverables, give us details of the difference and the relevant correspondence. We investigate whether correction can be supplied within a reasonable time without significant inconvenience. A mutually agreed goodwill refund may also be considered, but does not replace legally available remedies and is never presented as the only route to relief.

5. Transactions normally not eligible

5.1 A validly supplied, conforming ready-made file generally does not qualify for a discretionary refund merely because the customer later prefers another style, changes platform, dislikes an accurately displayed design or no longer needs the item. Repeated download attempts, by themselves, do not turn a lawful purchase into a subscription or a refundable monetary deposit. We assess allegations of genuine defects or misinformation separately.

5.2 For bespoke artwork, choices approved during the process and reasonable artistic judgement are considered against the agreed brief, but they do not excuse defective workmanship or an unperformed promise. A request to cancel after work starts is assessed with the required consent, statutory position and proportionate service value in mind. We do not adopt a blanket rule that personalisation defeats cancellation in every case.

6. Timing of requests

6.1 Notify us as soon as an issue is reasonably apparent to help preserve logs and enable a rapid repair. For an ordinary goodwill request, please contact support within 14 calendar days of the purchase. This commercial contact guideline is not a limitation period and does not shorten the period for notifying defects, an unauthorised transaction or a legally available cancellation right.

6.2 For a statutory distance-contract withdrawal, the applicable 14-day period ordinarily begins the day after the contract is concluded. Whether that right continues for immediately supplied downloadable content depends on proper prior consent, acknowledgment and confirmation. For custom creative services, timing and charges for early performance follow the relevant service rules. We treat a clear written withdrawal notice sent within the statutory period as timely where required by law.

7. Information we may request

7.1 Please provide the order number, purchase date, account email, product title, requested outcome and a concise account of what happened. For a file defect, include the file name, claimed format, device/application used and a screenshot or error message, if available. For an incorrect custom design, identify the accepted brief or delivery commitment and the specific discrepancy without sending unrelated confidential material.

7.2 If a charge is missing from our records, a redacted bank statement showing date, amount, currency and relevant merchant text may assist. Never provide a full account number or card verification data. Identity checks, if necessary, should be proportionate to the requested action. We avoid asking for additional documentation when existing fulfilment or payment records can resolve the matter reliably.

8. Investigation process & service standards

8.1 We aim to acknowledge a complete refund inquiry within two Business Days and normally provide an initial decision or clear progress update within ten Business Days. Investigations may compare transaction IDs, order acceptance, downloadable-file delivery events, account access, submitted creative briefs and correspondence. We explain additional checks where fraud, cross-border payment routing or copyright disputes require more time.

8.2 An internal service target does not extend a statutory refund period. Where a legal right requires reimbursement within 14 calendar days after a valid cancellation notice, we apply that deadline notwithstanding an ongoing merchant assessment. Approved discretionary refunds are normally initiated to the original payment method within two Business Days of the decision; the issuer's posting time then varies by payment route.

9. Types of outcome

9.1 Depending on the issue and relevant rights, we may regenerate a download link, repair a corrupted file, provide a conforming replacement, continue a delayed custom project with an agreed revised delivery date, grant a partial price reduction, issue a full refund or explain why no remedy is due. Statutory choice and sequencing of remedies take priority where applicable.

9.2 A decision identifies the affected item and, where money is returned, the refund amount and the original payment route. A customer is not required to accept store credit in place of a refund legally owed in money. We may request reasonable confirmation that a technical remedy works, but the customer need not surrender a right simply to ask the support team for assistance.

10. Delivery failure & technical defect

10.1 Ready-made artwork is normally available electronically promptly after confirmed payment. A missing email can result from filtering or an incorrect checkout address, while an absent Account link may require an order sync or authorisation check. We first determine whether paid access was made available and whether a functioning file can be restored without charging again.

10.2 If fulfilment cannot be completed within a reasonable time, or if supplied Digital Content is defective, the remedies provided under applicable consumer law remain available. A Custom Artwork project is measured against its completed-brief start date and agreed specification; we notify material delays and discuss lawful cancellation or other relief. The Digital Product Fulfilment Policy describes our evidence trail and support steps.

11. Duplicate, incorrect or misapplied charges

11.1 If your bank shows two entries, check whether one is a temporary authorisation and one a settled payment before concluding two purchases occurred. Where two actual captures arose from one intended Order, send the order number and redacted transaction details so we can reconcile them. We seek to return an erroneous captured amount by the original card or payment route promptly.

11.2 Where an incorrect currency, tax or total was displayed or charged, we compare the confirmation with the amount shown before payment and correct verified merchant errors. A change in a card issuer's foreign-exchange rate is not necessarily a merchant billing error, but we explain the transaction currency and refund processing where possible. Customers retain payment-provider and card-issuer complaint rights.

12. Unauthorised transactions & fraud

12.1 If an Order was not authorised, contact the card issuer or payment provider promptly to secure the payment instrument and follow its reporting requirements. You may also notify us at info@profile-studio.com with the approximate date, amount and any known order reference. We review merchant records, may suspend delivery of undelivered files and cooperate with the authorised dispute investigation as lawful.

12.2 Do not presume a payment is fraudulent solely because the descriptor contains a processor name; compare amounts and checkout records. We will not ask customers to reveal card PINs or one-time banking codes as evidence. Fraud-related account restriction is assessed separately from entitlement to a refund, and the Privacy Policy governs retention of necessary investigation records.

13. Relationship with chargebacks & disputes

13.1 Customers are encouraged to email us first when a technical or delivery issue can be resolved directly; this often avoids unnecessary delay. This encouragement does not waive, postpone or restrict the right to raise a transaction dispute with an issuing bank or card scheme. If you choose to dispute through your issuer, observe its independent reporting deadlines and provide accurate purchase and contact information.

13.2 We may submit payment confirmation, order acknowledgement, correct disclosure and fulfilment evidence through the approved dispute process. We do not promise that a merchant review supersedes the issuer's decision, and we do not penalise a customer merely for raising a good-faith claim. If both merchant and issuer reviews concern the same payment, we reconcile records to prevent a duplicate refund and explain any resulting adjustment.

14. Effect of a refund on digital entitlements & accounts

14.1 A full refund for an undelivered file cancels the associated unperformed delivery entitlement. A refund for already supplied artwork may end the associated Licence to that item where lawful, proportionate and stated in the refund decision; the consumer's rights for defective Digital Content remain protected. Account history may retain a minimal refunded-order record for financial reconciliation.

14.2 Profile Studio does not sell a cash-redeemable virtual currency, and an avatar licence has no refund value apart from the amount legally payable under the refund decision. An Account is not automatically closed because one Order is refunded. Closure of an Account, unused links and the continuing status of other lawfully delivered files are addressed in the Cancellation Policy.

15. Taxes, fees, currency & processing

15.1 Refunds are ordinarily made in the original transaction currency to the original payment instrument. Where a return to that instrument is technically impossible, we agree a lawful secure alternative after appropriate verification. The refundable price ordinarily includes the merchant taxes that must be reimbursed by law; any partial award is calculated against the actual Order and applicable entitlements.

15.2 A card issuer may apply its own foreign-exchange conversion or posting cycle, so a reversed EUR payment may look different in the account holder's home currency. We explain merchant refund instructions and provide transaction identifiers when available. We do not deduct arbitrary administration fees from a refund owed under mandatory consumer law; any lawful service charges must have been transparently disclosed before purchase.

16. Cancellation & statutory rights

16.1 A Consumer's statutory cancellation right and digital-content remedies remain unaffected. For immediate non-tangible Digital Content, a cancellation exception depends on express prior consent to early supply, explicit acknowledgment of loss of the right once lawful supply begins and the required durable confirmation. A pre-ticked box, buried clause or general order acceptance is not an adequate substitute.

16.2 A bespoke artwork project can include a service performed before final digital delivery. If performance is requested during a cancellation period, any payment for the performed part must comply with the applicable rules, and loss of the service-cancellation right cannot be inferred merely from 'custom-made' status. See the Cancellation Policy for the account and commission withdrawal procedure.

17. Abuse & repetitive claims

17.1 We may investigate patterns that reasonably indicate fraud, deliberate repeated acquisition of files with unsupported disputes, falsified non-delivery or misuse of payment instruments. Such checks may involve technical logs and payment-provider evidence. An actual pattern is evaluated on reliable information; several genuine defect complaints do not, by themselves, prove abuse.

17.2 We may lawfully restrict fraudulent activity or pursue recovery of a provably erroneous double payment, but we never require a customer to waive card-scheme rights or statutory consumer protections. Customers can challenge factual errors and request review of a restriction. Actions affecting personal data are subject to the Privacy Policy and are limited to the purpose that makes the investigation necessary.

18. Changes

18.1 This policy may be updated to describe new product types, improved service timeframes or legal requirements. An update does not retrospectively remove a right that accrued under a completed purchase or alter the agreed price of an accepted Order without lawful agreement. The version and effective date identify the notice currently used for future transactions.

18.2 A separately agreed bespoke commission schedule or written refund undertaking continues to apply to that Order where more favourable or specifically negotiated, subject to mandatory law. We keep information needed to determine which document governed a contested transaction. Material procedural changes will be published with accessible customer contact information.

19. Contact & escalation

19.1 Send refund and cancellation notices to info@profile-studio.com or to DIGIMACIS LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Include the order reference and a clear statement of the desired remedy. We aim to acknowledge receipt within two Business Days and to give an initial assessment within ten Business Days, without extending legal deadlines.

19.2 If you disagree with the outcome, reply explaining the unresolved facts and requesting reconsideration. You may also pursue a competent consumer authority, court or your card issuer as law permits. This Policy is governed by the laws of England and Wales, without limiting mandatory consumer protections that apply elsewhere; this Refund Policy does not create a mandatory arbitration route or restrict statutory action.

20. Children, age and payment authority

20.1 Profile Studio is intended for purchasers aged 18 or older. A person placing an Order must have legal capacity and proper authority to use the chosen payment instrument. Purchases involving minors, a parent's instrument used without permission or a misstated cardholder identity are investigated individually; an age restriction is not a basis to disregard a genuine unauthorised-payment complaint, a statutory cancellation right or a mandatory refund.

20.2 We may ask for proportionate information to distinguish a payment made lawfully by an adult from a transaction improperly carried out by a minor. We will not require a customer to submit an unredacted payment card, secret authentication code or unnecessary sensitive personal data. Information about children or guardians is handled with additional care under the Privacy Policy. Any affected digital entitlement may be restricted during a justified review, with lawful refunds determined by this Policy and applicable law.

Operational Review Flow

Step 1 — Identify the transaction. Locate the order number, email, selected artwork, EUR charge, product description and electronic fulfilment event. For a custom Order, include the creative brief, agreed deliverables and completion-status history. Separate a payment authorisation hold from an actual capture before recording a refund request.

Step 2 — State the problem. Explain whether the issue is missing or defective content, incorrectly described goods, a custom-project delay, cancellation during the applicable period, mistaken double capture or suspected fraud. Send only proportionate evidence. Do not disclose card numbers or passwords.

Step 3 — Acknowledgment and checks. We acknowledge within two Business Days and check payment status, delivery logs, correspondence and applicable statutory rules. We may regenerate files first if that provides the legally appropriate remedy; we do not use repair offers to delay a mandatory reimbursement.

Step 4 — Decision and repayment. We ordinarily provide an initial decision within ten Business Days. A successful refund is initiated to the original payment route within two Business Days of the decision, subject to earlier mandatory time limits; issuer posting commonly takes additional Business Days. We give a reference for follow-up.

Step 5 — Reconciliation and rights. Associated account download entitlements are adjusted lawfully; the financial record remains available for audit. The customer can request escalation or contact the issuer without first exhausting internal processes. A duplicate merchant refund and scheme credit for the same payment are reconciled transparently.

Profile Studio · Refund Policy · v1.0 · 8 October 2026 · Published on the Website; subject to update; the current published version governs.