Cancellation Policy

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

1. Scope & interpretation

1.1 This Cancellation Policy covers cancellation of avatar Orders, withdrawal from an eligible distance contract, voluntary Account closure, unfinished custom commissions and company-initiated restrictions. It applies to Profile Studio, operated by DIGIMACIS LTD, and works alongside the Terms & Conditions, Refund Policy, Payment Policy and Digital Product Fulfilment Policy. The consequences depend on what was bought and the lawful stage of performance.

1.2 Cancelling an Account is different from cancelling an Order, deleting personal information or reversing a completed card payment. You should say which action you are requesting. The statutory rights of Consumers take priority over the ordinary contractual consequences described below; a payment for a digital download or commissioned design is not automatically immune from cancellation simply because it was made online.

2. Nature of the Service & purchases

2.1 The Service offers immediately downloadable Ready-Made Artwork and commissioned Custom Artwork supplied electronically. The standard offering consists of individual paid Orders rather than standard subscriptions, periodic plans or cash-redeemable wallet balances. Some purchases are completed when a file becomes accessible; others involve a period of creative work before a final electronic file is handed over.

2.2 A purchase grants an artwork Licence rather than copyright ownership unless a signed agreement expressly provides otherwise. Access credentials, order-status views and unused download entitlements are distinct from a lawful copy of a file already received. Those distinctions matter if a customer later asks to close an Account while retaining previously downloaded artwork or pursuing a remedy for an outstanding Order.

3. Ways a user may cancel / close an account

3.1 To request cancellation of an Order or closure of an Account, email info@profile-studio.com from the address associated with the Order or Account. State the order number, type of purchase, relevant date and whether you seek statutory withdrawal, interruption of bespoke production, a refund, Account closure or several of those actions. A clear written notification is accepted without requiring you to use a prescribed form where law permits another clear statement.

3.2 An Account holder may also use an available account-closure function if the Website provides one. We may verify identity before disabling credentials or releasing account information, but cannot impose unjustified identity demands that obstruct a valid time-sensitive consumer withdrawal. A notice sent within the lawful cancellation period is assessed according to the statutory rules, even if its administrative processing occurs later.

4. Effective time of a user cancellation

4.1 A voluntary Account closure takes effect after appropriate identity verification and necessary safety checks, normally within five Business Days of receiving a complete request. If there is an outstanding custom project, refund dispute or account-compromise investigation, those matters are recorded and handled separately; they do not automatically extinguish a valid statutory cancellation notice.

4.2 For an eligible distance-contract withdrawal, the legal time of cancellation depends on the Consumer's timely notice under applicable law, not our customer-service acknowledgment. If a custom-commission cancellation reaches us after work has been validly started during the withdrawal period, the amount lawfully chargeable for performed services is assessed under the applicable service-contract rules. Paid but undelivered Ready-Made Artwork is handled according to the Digital Product Fulfilment Policy.

5. Consequences of voluntary closure

5.1 Account closure removes or deactivates credentials, future order-management features and any unused access entitlements dependent on an active Account, subject to resolving legal and operational obligations. It does not automatically make a properly delivered digital image disappear from a customer's device or rescind a continuing use Licence for an already purchased file. Customers should retain any lawful downloaded copies and order information before requesting closure.

5.2 Closure does not cancel a bank dispute, extinguish money legally owed as a refund or delete accounting evidence that must be retained. Requests concerning retained personal information are handled under the Privacy Policy. If a third party had permission to use an artwork file under a separately lawful arrangement, closing a customer Account does not by itself determine that party's rights; the relevant licence terms govern.

6. No automatic refund on cancellation

6.1 Closing an Account, ceasing to use the Website or deleting a downloaded file does not, by itself, trigger reimbursement of a correctly supplied and conforming avatar. Any goodwill refund is considered under the Refund Policy. Defective Digital Content, non-performance, unauthorised charges or a valid statutory cancellation can still require a remedy even when the customer has closed the Account.

6.2 If the Consumer requests cancellation within the statutory period, assess whether the contract is for immediately supplied non-tangible Digital Content, an ongoing creative service or a combination. Different legal consequences apply to content already supplied with correct consent and to service work validly begun on request. We do not treat a custom description or download label as a substitute for that analysis.

7. Company-initiated suspension / restriction / termination

7.1 We may temporarily suspend a compromised Account or a genuinely suspicious transaction, or restrict activity involving serious prohibited content, rights infringement, stolen-card allegations or material Terms breaches. We seek proportionate measures, appropriate notice when safe and a way to explain or challenge factual errors. A restriction may prevent new orders or new download attempts while evidence is reviewed.

7.2 When a termination is confirmed, unused access entitlements normally end, subject to outstanding delivery, customer remedies and a fair assessment of any incorrectly paid Order. Lawfully obtained downloaded artwork remains governed by its Licence and any valid termination conditions. A customer is not penalised merely for requesting a refund, making a legitimate card dispute or exercising privacy rights.

8. Effect of fraud / abuse / disputes on cancellation

8.1 A fraudulent payment, unauthorised Account use or credible theft of a file may require a security hold and preservation of a limited transaction record. Such a hold is distinct from a finding that the customer has no consumer rights. We may ask for reasonable verification and provide the card issuer with appropriate evidence where a formal dispute requires it.

8.2 Refund, chargeback and Account-closure procedures are coordinated to avoid duplicate payment credits and unnecessary retention. Customers should not manufacture false non-delivery allegations after receiving files; equally, raising a good-faith dispute does not by itself establish misconduct. The Payment Policy describes the issuer process, while the Privacy Policy explains the lawful treatment of associated evidence.

9. Treatment of virtual currency / items / digital entitlements

9.1 Profile Studio does not offer redeemable currency, stored-value accounts or cash-out balances. A download entitlement is access to a particular product, not an asset that can be transferred, resold or exchanged for money. On lawful closure, unused Account-bound access links may become unavailable; where a paid delivery obligation remains outstanding, we will perform it or provide the remedy that applicable law requires.

9.2 A refund for a digital purchase can terminate the corresponding undelivered entitlement, and a lawful refund agreement may require the customer to stop future use of the refunded file to the extent permitted by consumer law. An already validly supplied and paid-for file may continue to be used within its Licence after Account closure; closure cannot be used as a device to strip mandatory digital-content remedies.

10. Guest access / dormant / inactivity

10.1 Certain Website information is visible without an Account, while parts of checkout and order history may require registration. If an unregistered customer has a valid Order, support can use the order reference and appropriate proof to assess delivery or a refund request. The fact that an Account was never activated is not evidence that a paid Order was fulfilled.

10.2 Long-term inactivity may result in security prompts or a notice that an Account should be renewed or closed. We will not treat inactivity as acceptance of recurring billing where no recurring service was authorised. Any decision to discontinue an account-service feature must respect previously paid unfulfilled obligations, relevant notices and statutory rights.

11. Deletion of personal data vs closure of access

11.1 Account closure changes access to the Service; data erasure is a separate privacy right assessed under the UK GDPR and related law. A request to erase an uploaded reference image may be fulfilled even when a minimal transaction record must remain for tax, chargeback, legal defence or an active claim. We explain any lawful retention instead of suggesting that deleting an Account instantly removes every record.

11.2 A request involving a minor's data, another person's portrait or suspected fraud may require additional proportionate checks. The Privacy Policy contains categories, retention periods and request routes. Optional marketing preferences are administered separately from account lifecycle changes so that a customer who stops newsletters retains essential access to an outstanding order, subject to account security.

12. Service retirement / major changes / sunset

12.1 If we retire a product category, download mechanism or Account feature, we will take reasonable steps to notify affected customers whose paid entitlements are still outstanding. Where practical, we will provide continued electronic access, a replacement compatible file or another legally appropriate outcome. New catalog changes do not by themselves alter a finished Order's agreed Licence.

12.2 If a bespoke commission cannot be completed due to an extended service interruption or withdrawal of the necessary creative capability, we will communicate with the customer and apply the lawful refund and service remedies. We may remove unlawful or infringing products from future sale, but the consequences for already delivered purchases are evaluated independently and proportionately.

13. Cooling-off & mandatory consumer rights

13.1 A Consumer who concludes a distance contract normally has 14 calendar days after contract formation to exercise a cancellation right unless a specific lawful exception applies. For downloadable Digital Content not supplied on a tangible medium, beginning supply inside that period can remove the withdrawal right only where the customer gave express prior consent, acknowledged its loss and received the required confirmation. A generic 'all sales final' message is insufficient.

13.2 Bespoke creation may constitute a service supplied over time; an express request for early performance and any payment for work undertaken are governed by the specific service rules. Full completion within the cancellation period does not automatically end the right unless all applicable conditions have been satisfied. Statutory quality, reasonable-care-and-skill, delivery and refund rights are preserved notwithstanding earlier supply, customisation or Account closure.

14. Reopening / restoration / new accounts

14.1 A voluntarily closed Account may be reopened only where technical records, security and applicable law allow it. Restoration is not guaranteed, and a new Account does not automatically recover expired download links, old passwords or personal data lawfully erased. Retained order references can nevertheless help investigate an outstanding refund or delivery obligation without recreating all account information.

14.2 An Account terminated for serious fraud or unsafe conduct may remain restricted, with proportional review on request. Creating replacement Accounts to evade an active lawful security hold or abuse restriction is prohibited. We may allow a fresh purchase where appropriate but will not transfer unredeemed or cash-like balances because no such balances form part of the avatar offering.

15. Communications & support

15.1 Send Account closure, cancellation and restoration requests to info@profile-studio.com. Identify the affected Order and the intended action; if the matter is an immediate statutory withdrawal, make the decision to cancel unambiguous. We acknowledge ordinary support requests within two Business Days, and aim to complete voluntary account closure within five Business Days where identity and safety conditions are satisfied.

15.2 For disputed charges or custom delivery concerns, provide a concise description and any confirmation of the accepted creative brief. We may ask a clarifying question that is genuinely needed to resolve the request, but cannot impose an irrelevant procedural barrier to legal withdrawal. Contacting merchant support does not prevent or postpone lawful complaints to a bank, regulator or court.

16. Changes

16.1 We may update account-closure interfaces, support procedures or available product categories. The active version of this policy applies prospectively and does not deprive a customer of an accrued refund, download or statutory cancellation right under an earlier accepted contract. Material changes affecting outstanding Orders are communicated through a reasonable available channel.

16.2 A new subscription or recurring-product cancellation procedure will only apply if such a product is expressly offered, clearly priced and voluntarily accepted. A change to this document alone does not authorise new recurring charges. Where a specific commission has written cancellation milestones, they are applied subject to mandatory law and the terms actually agreed for that Order.

17. Governing law & contact

17.1 This policy is governed by the law of England and Wales while preserving mandatory rights of Consumers in another competent jurisdiction where law requires. No provision compels a customer to waive lawful court, statutory or card-scheme remedies. Contact DIGIMACIS LTD at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, or email info@profile-studio.com.

17.2 Include any reference needed to locate your transaction. Our obligations to protect personal data and to reimburse a legally due amount continue after Account closure to the extent required. If an individual clause is not enforceable, the remainder continues only insofar as it operates lawfully and fairly.

18. Minors, guardians and authorised account closure

18.1 Profile Studio Account registration and purchases are intended for customers aged 18 or older. A person requesting the closure of an Account connected to an underage user should contact info@profile-studio.com, explaining their lawful authority and the affected Account. We may require proportionate confirmation where disclosure or deletion could expose another person's data. Restrictions on underage Accounts do not eliminate any rights concerning unauthorised purchases or mandatory consumer remedies.

18.2 A guardian reporting the use of their payment instrument without authority may also contact their issuing bank directly. We investigate the relevant order and may suspend access to undelivered files to avoid compounding the loss while statutory and scheme remedies are assessed. Personal information about minors may be erased when appropriate or retained only where an overriding lawful basis requires it. The Privacy Policy governs the separate handling of such information.

Practical Outcomes Matrix

Voluntary Account closure after a complete download: access credentials cease, and unused account-only links may be withdrawn. A lawfully downloaded paid avatar remains usable within its continuing Licence. No automatic refund arises solely from leaving the Service; defect and consumer-law remedies remain available.

Withdrawal before ready-made supply: if a Consumer gives a timely valid statutory cancellation notice before electronic supply begins, we assess reimbursement under the cancellation rules. A payment hold or incomplete checkout is not evidence of successful supply. No purchased image is distributed merely to defeat a pending lawful withdrawal.

Immediate download after informed consent: if the customer expressly requested immediate non-tangible supply, acknowledged the cancellation consequence and received the requisite confirmation, the statutory change-of-mind withdrawal right may be lost once supply lawfully begins. This does not remove digital-content quality remedies.

Custom commission cancellation during production: review the accepted brief, early-start request, work completed and the relevant service-contract law. A proportionate amount for lawfully performed work may be payable; the remaining amount is addressed as the law requires. A bespoke label alone is not enough to refuse the request.

Security termination or refund followed by closure: restrict genuinely risky activity proportionately, examine each outstanding entitlement, avoid duplicate refunds and retain only justified records. Other validly purchased, already downloaded files are governed by their relevant Licences rather than being automatically erased from the user's device.

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