1. Introduction
LookArt.ai ("Platform," "we," "us," or "our") provides AI-powered video generation services on a credit-based subscription model. Because our Services involve the immediate delivery of digital goods (AI generation credits and outputs), refunds are handled on a case-by-case basis.
This Refund Policy outlines the conditions under which you may be eligible for a refund, the refund request process, and our obligations under applicable consumer protection laws.
By purchasing credits or subscribing to a plan on LookArt.ai, you acknowledge and agree to this Refund Policy. If you have questions or concerns, please contact us at support@lookart.ai.
2. Refund Eligibility
Refunds are evaluated on a case-by-case basis. Below are general guidelines for eligible and non-eligible cases.
2.1 Eligible Cases
You may be eligible for a full or partial refund in the following situations:
- Technical Issues: If you experience persistent technical issues that prevent you from using the Services, and our support team is unable to resolve the issue within a reasonable timeframe, you may be eligible for a refund.
- Service Unavailability: If the Platform is unavailable for an extended period (e.g., more than 48 hours) due to technical failures on our end, and you are unable to use your credits, you may be eligible for a refund or credit extension.
- Billing Errors: If you were charged incorrectly (e.g., duplicate charges, wrong amount, unauthorized charge), we will issue a full refund for the erroneous charge.
- Unused Credits (within 14 days): If you have not consumed any credits and request a refund within 14 days of purchase, we may issue a full refund at our discretion. This applies to one-time credit purchases and new subscriptions.
- Service Not as Described: If the Services provided do not match the description or promised features at the time of purchase, and we are unable to remedy the issue, you may be eligible for a refund.
- Consumer Protection Laws: If you are located in a jurisdiction with mandatory consumer protection or cooling-off period laws (e.g., EU, UK, Australia), you have the right to cancel and receive a refund within the statutory period (typically 14 days), subject to local law.
2.2 Non-Eligible Cases
Refunds are not available in the following situations:
- Consumed Credits: Once you have used credits to generate AI outputs, those credits are considered consumed and are non-refundable. This applies even if you are dissatisfied with the output quality (AI results may vary).
- Expired Credits: Credits that have expired due to the expiration policy outlined in your plan are non-refundable. It is your responsibility to use credits before they expire.
- Change of Mind: If you simply change your mind after purchasing credits or subscribing to a plan, and have already consumed credits, you are not eligible for a refund.
- Violation of Terms: If your Account is suspended or terminated due to a violation of our Terms of Service or Acceptable Use Policy, you forfeit any unused credits and are not eligible for a refund.
- Third-Party Issues: Refunds are not available for issues caused by third-party services (e.g., Kling AI unavailability, payment processor errors not caused by us). However, we will work to resolve such issues promptly.
- Promotional or Discounted Purchases: Credits purchased with promotional codes or at discounted rates may have additional non-refundable terms, as specified at the time of purchase.
3. How to Request a Refund
If you believe you are eligible for a refund, please follow these steps:
- Contact Support: Email us at support@lookart.ai with the subject line "Refund Request."
- Provide Details: Include the following information in your email:
- Your Account email address
- Order or transaction ID (if available)
- Date of purchase
- Reason for the refund request
- Supporting evidence (e.g., screenshots of technical issues, error messages)
- Review Process: Our support team will review your request within 5–7 business days. We may ask for additional information or attempt to resolve the issue before issuing a refund.
- Decision: You will receive a response via email with our decision. If approved, your refund will be processed according to the timelines outlined in Section 4.
Note: Submitting a refund request does not guarantee approval. All decisions are made at our discretion based on the circumstances and this policy.
4. Refund Processing Time
If your refund request is approved, the refund will be processed as follows:
- Payment Method: Refunds are issued to the original payment method used for the purchase (e.g., credit card, PayPal).
- Processing Time: Refunds are typically processed within 7–14 business days after approval. The exact time depends on your payment provider and financial institution.
- Notification: You will receive an email confirmation once the refund has been initiated. Check your bank or payment provider for the refund to appear in your account.
- Partial Refunds: If only a partial refund is approved (see Section 5), the refund amount will be calculated based on the unused credits and prorated where applicable.
If you do not receive your refund within the expected timeframe, please contact your payment provider first. If the issue persists, contact us at support@lookart.ai.
5. Partial Refunds
In some cases, we may issue a partial refund rather than a full refund. Partial refunds are calculated based on:
- Unused Credits: If you have consumed some but not all of your credits, we may issue a refund for the unused portion. For example, if you purchased 100 credits for $10 and used 30 credits, you may be eligible for a refund of $7 (70% of the purchase price).
- Prorated Subscriptions: If you cancel a monthly or annual subscription mid-cycle, we may issue a prorated refund for the unused portion of the subscription period, minus any credits already consumed.
- Service Restoration: If a technical issue was resolved after partial downtime, we may issue a partial refund or credit extension proportional to the downtime experienced.
The exact refund amount will be determined on a case-by-case basis and communicated to you during the refund review process.
6. Chargebacks and Disputes
If you dispute a charge with your bank or payment provider (initiate a chargeback) without first contacting us, it may result in the following:
- Account Suspension: Your Account may be suspended pending resolution of the chargeback.
- Loss of Credits: Any unused credits associated with the disputed charge will be forfeited.
- Evidence Submission: We will submit evidence to your payment provider demonstrating that the Services were delivered as described. This may include usage logs, account activity, and purchase confirmations.
- Chargeback Fees: If a chargeback is found to be unjustified, we reserve the right to recover any fees incurred (typically $15–$30) from you.
Important: Before initiating a chargeback, please contact us at support@lookart.ai to resolve the issue. Most disputes can be resolved quickly through direct communication.
7. Consumer Rights
This Refund Policy does not override your statutory rights under applicable consumer protection laws. Depending on your jurisdiction, you may have additional rights, including:
- EU/UK Consumers: You have the right to cancel digital services within 14 days of purchase (EU Consumer Rights Directive, UK Consumer Contracts Regulations). However, if you begin using the Services (e.g., consume credits) before the 14-day period ends, you may lose the right to a full refund.
- Australian Consumers: Under Australian Consumer Law, you are entitled to a refund or replacement if Services are not fit for purpose, do not match the description, or are not delivered within a reasonable time.
- Other Jurisdictions: If your local laws provide stronger consumer protections, those laws will apply in addition to this policy.
To exercise your consumer rights, please contact us at support@lookart.ai with details of your purchase and the legal basis for your claim.
8. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our practices, legal requirements, or business operations. When we do, we will update the "Last Updated" date at the top of this page.
Changes to this policy will not affect refund requests submitted before the effective date of the changes. Continued use of the Services after changes are posted constitutes acceptance of the revised policy.
9. Contact Us
If you have questions, concerns, or wish to request a refund, please contact us:
Email: support@lookart.ai
Subject Line: "Refund Request" or "Refund Policy Inquiry"
We are committed to resolving all refund requests fairly and promptly. Thank you for choosing LookArt.ai.
This Refund Policy is part of our commitment to transparency and customer satisfaction. We encourage you to read our Terms of Service and Privacy Policy for additional information about using LookArt.ai.