Picwave | Refund Policy | v1.0 | Effective 8 October 2026

1. Introduction & scope

1.1 This Refund Policy sets out the handling of refunds for catalogue Digital Images, Generation Credit bundles and AI-generated output purchased at pic-wave.com from WERVIX LTD trading as Picwave. It addresses standard service issues, card transaction errors, statutory consumer rights and a limited goodwill return option.

1.2 Digital Images are electronically downloadable files and Generation Credits represent account-bound rights to request a completed generation. Both product types are digital; neither is a physical item and neither is sent by post. The relevant download or account-credit event is governed by the Digital Product Fulfilment Policy.

1.3 This policy operates with the Terms & Conditions, Payment Policy and Cancellation Policy. No document overrides mandatory consumer remedies for digital content, including non-conformity, non-supply or a valid right of cancellation; where wording conflicts, the interpretation preserving those rights applies.

2. Company details & contact

2.1 The contracting supplier and recipient of refund complaints is WERVIX LTD, company number 17499009, trading as Picwave, registered at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Submit requests to info@pic-wave.com and include the subject Refund Request.

2.2 The support channel https://pic-wave.com/contact-us/ may also be used. Where possible quote the purchaser’s account email, purchase date, Order number, product or credit pack, charged amount and currency, and a short description of the problem. Avoid emailing complete card details.

2.3 We ordinarily acknowledge refund requests within two business days and provide a substantive decision within seven business days after sufficient information has been received. Business days exclude weekends and public holidays in England and Wales. Specific statutory refund deadlines take precedence over these service targets.

3. General position on digital-content refunds

3.1 An immediate electronic delivery model does not extinguish all refund rights. UK consumer law requires digital content to meet applicable standards of description, satisfactory quality and fitness for a legally relevant purpose; suitable remedies may include repair, replacement, a price reduction or reimbursement in the circumstances specified by law.

3.2 A consumer normally has a 14-day cancellation period for qualifying distance contracts. For digital content not supplied on a tangible medium, commencement during that period may end cancellation rights only if the trader obtains the required express prior consent, advance acknowledgement that the right will be lost, and required contract confirmation. A pre-ticked box or buried statement does not substitute for these steps.

3.3 As an additional commercial concession, we consider refund requests made within 14 calendar days after purchase for packs in which no purchased credits have been used, subject to verification of entitlement and fraud prevention. This goodwill concession is independent of and never narrows rights conferred by statute.

3.4 A prepaid Generation Credit pack can involve a continuing digital service rather than the completed supply of a specific downloadable file. Credit allocation alone does not automatically satisfy conditions for ending a consumer cancellation right: the proper characterisation and actual start of performance must be assessed for the individual contract.

4. Transactions that may qualify for a refund

4.1 A refund or other suitable remedy may be available if a paid image is not delivered, its link is unusable after reasonable troubleshooting, the file is materially different from its description, or it has an objective technical defect that the supplier cannot correct within the period required by law.

4.2 A completed payment that does not credit the purchased generation balance, duplicate capture of the same Order, an incorrect amount or currency, or a genuinely unauthorised transaction can qualify for correction and refund once the relevant records are reviewed. An image-generation request that fails without a usable output ordinarily results first in restoration of the corresponding credit.

4.3 Where the customer has not used any credits in a purchased bundle and requests a goodwill refund within 14 calendar days, we will ordinarily return the pack price to the original payment method once the full unused balance and payment ownership are verified. Statutory cancellation and non-conformity rights are assessed separately.

5. Transactions normally not eligible

5.1 A mere change of artistic preference after an otherwise conforming Digital Image has been supplied or after a successful generation does not by itself establish a legal defect. Similarly, a successful generation that follows a valid prompt but differs from a subjective expectation is not automatically a platform failure.

5.2 A voluntarily requested cash-out of credits, a request to transfer them to another service, a duplicate use of downloaded images while retaining a full refund, or the resale of a purchase licence is inconsistent with the Service rules. These limitations do not defeat a claim for non-supply, faulty digital content or another mandatory remedy.

5.3 Where the customer has already used part of a credit bundle, the 14-day fully-unused goodwill concession ordinarily does not apply to the whole pack. We will still assess a legally required price reduction, a partial remedy for undelivered credits, or any fair discretionary resolution appropriate to the circumstances.

6. Timing of requests

6.1 For the voluntary unused-credit return option, contact us no later than 14 calendar days after the original purchase. This is a service commitment and not a shortened legal limitation period. Please report technical delivery problems promptly because early evidence often makes a remedy faster.

6.2 When the statutory 14-day cancellation period applies and has not lawfully ended for digital supply, its start, exercise and refund timetable are determined by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We will make statutory reimbursement within the legally required period, normally not later than 14 days after receipt of a valid cancellation notice.

6.3 Requests based on faulty or misdescribed digital content, unauthorised transactions or applicable payment-service rights are not defeated merely because the goodwill window has closed. We will consider the relevant legal period, evidence and transaction history rather than automatically rejecting older complaints.

7. Information we may request

7.1 We normally require an Order number or approximate timestamp, receipt, account email, amount, currency and a description of the affected Product or credit pack. For an inaccessible image, a screenshot or error code may help. For a failed generation, provide the visible attempt reference and approximate time.

7.2 In a suspected unauthorised payment, we may ask for a masked card reference, issuer dispute reference or sufficient identity details to determine whether the requester is the payer. We do not require the full payment card number, verification code or online banking password and will not instruct users to send them by email.

7.3 We use the minimum information reasonably necessary to investigate, and may compare payment status, download logs, token ledger entries and support records. Additional evidence requests must be proportionate and should not delay a statutory remedy without a legitimate reason.

8. Investigation process & service standards

8.1 On receipt of a request we acknowledge it, verify the payment and entitlement, identify the alleged issue and classify the case as delivery, conformity, technical, discretionary, duplicate, unauthorised or chargeback-related. We ordinarily request material evidence within three business days when the request is incomplete.

8.2 A substantive decision will normally be provided within seven business days of receipt of sufficient information. An unusually complex fraud or third-party processing investigation may require longer; we will explain why and provide an updated expected response rather than leave the case unanswered.

8.3 A written outcome will describe whether we will restore credits, provide a working file or replacement, offer a price reduction, approve a full or partial refund, or decline the request with reasons. Escalation to a senior reviewer is available for disputed decisions. The statutory remedy always takes precedence where applicable.

9. Types of outcome

9.1 A full refund returns the eligible purchase amount to the original payment method, subject to lawful scheme reversals or payment-route constraints. A partial refund may address an objectively affected proportion of a digital bundle or a legally appropriate price reduction. We do not substitute site credits for a cash refund required by law without the customer’s valid agreement.

9.2 Credit restoration is the usual operational response where a paid generation request fails before a usable output is delivered. Providing a corrected download link or replacement file may also be appropriate for a technical issue where it can be supplied within a reasonable time without significant inconvenience.

9.3 Where a complaint is not established, we provide a concise explanation and identify the basis for any further review. A decline does not prevent a cardholder approaching their issuer, making a regulatory complaint, or bringing an eligible statutory claim.

10. Delivery failure & technical defect

10.1 For a catalogue purchase, delivery normally involves access to a functioning download link or the associated Account download record. If the link is absent or corrupted, we will investigate the order, attempt to restore access and offer appropriate statutory remedies if timely correction is not possible.

10.2 For Generation Credits, delivery is the correct quantity appearing in the purchaser’s available balance. For an AI generation, a completion event is recorded when a usable file has been produced and made accessible. Missing or wrongly debited credits are corrected after we examine event logs.

10.3 If a failure results from browser settings, an inaccurate email or another customer-side condition, support will provide reasonable troubleshooting. We do not label all customer-side issues as non-refundable without examining whether the underlying digital product met applicable legal standards.

11. Duplicate, incorrect or misapplied charges

11.1 A duplicate captured transaction for one intended Order will ordinarily be refunded to the original payment method after verification. A pending authorisation that was not captured may disappear automatically according to the issuer’s timing; it should not be confused with a completed double charge.

11.2 Where an Order was charged in a different currency or amount from the amount the customer validly accepted at checkout, we will compare the receipt, presented currency, processor records and any separate bank fees. A verified merchant-side error will be corrected appropriately.

11.3 Customers should avoid repeatedly submitting the same payment while a prior transaction shows pending. If no Order confirmation appears after an apparent debit, supply the issuer timestamp and masked reference so we can trace the event without risking another charge.

12. Unauthorised transactions & fraud

12.1 If a customer suspects an unauthorised card transaction, they should promptly contact their issuing bank and notify Picwave. Bank-card protection and reporting duties arise under payment law and scheme rules; this policy does not create an arbitrary 30-day cut-off or displace those rights.

12.2 We may temporarily restrict a compromised Account, preserve security events and cooperate with authorised payment providers. A card charge may be suspended, reversed or refunded depending on what the payment investigation shows and the rights of the payer.

12.3 Good-faith reporting is not treated as abuse. Knowingly false documentation, deliberate chargeback fraud or repeated attempts to obtain both a refund and retained digital rights may lead to proportionate enforcement, but an unresolved allegation is not itself proof of fraud.

13. Relationship with chargebacks & disputes

13.1 For a billing, delivery or quality problem, customers may first contact info@pic-wave.com with an Order reference; merchant review can often resolve a duplicate or missing-credit event without issuer proceedings. Contacting us first is encouraged, not a mandatory waiver or delay of dispute rights.

13.2 Where a cardholder opens a chargeback, the issuer and card scheme set the process and applicable deadlines. We may provide the processor with payment authorisation, customer correspondence, download-availability records, credit-balance movements or generation-completion logs strictly relevant to the dispute.

13.3 Refunds and active chargebacks must be coordinated to avoid accidental duplicate reimbursement. We do not penalise lawful chargeback requests or promise an outcome controlled by a bank, network or external payment provider.

14. Effect of a refund on virtual currency / items / accounts

14.1 A refund for a purchased pack normally reverses the corresponding unused generation credits. Where an affected Order included both delivered and undelivered elements, the remedy should preserve a fair and legally appropriate allocation without allowing repeated use of the same refunded entitlement.

14.2 A refunded catalogue image licence may end prospectively where legally permissible and where the basis of the refund warrants it. Completed downstream uses and independent statutory rights must be considered rather than assuming that all prior permitted uses can practically be undone.

14.3 Voluntary Account closure ordinarily disables future access to remaining credits, but it does not extinguish a valid claim for a pre-closure defect, a lawful cancellation or an outstanding refund. We preserve transaction evidence proportionately to reconcile the refund and any later inquiry.

15. Taxes, fees, currency & processing

15.1 We approve refunds in the currency in which the transaction was originally charged wherever the payment processor supports that route. A bank may convert an incoming amount using its prevailing exchange rate, so the customer’s card-statement value can differ from the original local-currency equivalent.

15.2 Where the original price included tax, refunds appropriately reflect the tax element of a returned charge. We do not impose an arbitrary processing or administration fee on a legally required refund. Independent bank conversion or card-account charges may be outside our control.

15.3 Once approved, we normally submit the refund to the payment provider within one to three business days. The issuer may require approximately five to ten further business days to display the credit. Statutory reimbursement obligations take priority if they require a faster action.

16. Cancellation & statutory rights

16.1 Closing an Account or stopping use of the Service does not automatically reverse completed one-off purchases. The Cancellation Policy governs the procedure and balance treatment, while this Refund Policy determines whether a purchase also qualifies for refund or an appropriate conformity remedy.

16.2 For digital content without a physical medium, loss of the standard withdrawal right depends on proper affirmative prior consent to early supply, acknowledgement of the consequence for cancellation and confirmation given in the manner required by law. If those conditions were not met, a qualifying consumer may retain the right to cancel within the statutory period.

16.3 Rights for defective digital content under the Consumer Rights Act 2015, and any stronger mandatory rights applying to customers elsewhere, cannot be excluded by describing a transaction as final or non-refundable. No credit-balance rule is intended to remove legally required reimbursement.

17. Abuse & repetitive claims

17.1 We may investigate patterned refund requests coupled with repeated downloads, manipulation of generation records, stolen-payment allegations that are knowingly false or attempted duplication of benefits. Fraud controls should be proportionate, evidenced and respectful of legitimate consumer complaints.

17.2 Customers reporting repeated genuine failures remain entitled to remedies. Account history may be considered when testing whether separate Orders were correctly supplied, but past disputes do not create an automatic presumption that a later legal claim is invalid.

17.3 Where a claim raises security or unlawful-content issues, review may include appropriate safeguarding and fraud escalation. We preserve customer complaint rights and limit related personal-data processing to a justified purpose under the Privacy Policy.

18. Changes

18.1 We may update this Refund Policy to reflect law, platform changes or improved handling procedures. Material changes are published with a new version and effective date and are explained to existing customers where appropriate.

18.2 An update does not retrospectively deprive a customer of a remedy accrued under an earlier Order or override a non-excludable statutory right. Any more favourable goodwill concession offered with a purchase will be honoured according to its applicable conditions.

18.3 Service standards may be improved without formal agreement, but we will not impose unfair new procedural obstacles on existing legal claims. Cross-references to the Terms & Conditions and Payment Policy are maintained when material provisions change.

19. Minors & purchases made without authority

19.1 The Picwave storefront and purchasing functions are intended for persons aged 18 or over. The presence of a valid payment card or a successful online authentication does not, by itself, settle whether a transaction by a minor was authorised or enforceable under the law applicable to that purchase.

19.2 A parent, guardian or payer who identifies an unauthorised order involving a minor should contact the issuing bank promptly and give Picwave the purchase reference. We will assess the evidence, the age and authority question, the status of digital delivery and the proper legal or scheme remedy.

19.3 We do not require a minor to surrender statutory rights as a condition of correcting an unauthorised transaction. Any necessary safeguarding or identity review will use proportionate information and follow the Privacy Policy.

20. Contact & escalation

20.1 Email info@pic-wave.com, subject Refund Request – Order [number], with the account email and relevant evidence. WERVIX LTD is registered at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ; website support is also available at https://pic-wave.com/contact-us/.

20.2 If dissatisfied with the first outcome, reply requesting senior review and explain the overlooked evidence or legal right. The complaint route is not a mandatory precondition for approaching a bank, UK consumer advice provider or court where permitted by law.

20.3 These refund terms are governed by English and Welsh law, while mandatory consumer protections applicable to the purchaser remain unaffected. We do not refer users to a defunct online-dispute portal or imply that a private complaint procedure is the sole avenue of redress.

Operational Review Flow

A customer with missing paid credits should provide the order number and registered email; we match the captured transaction to the ledger, add missing credits where appropriate and record the correction. A refund may apply if contractual delivery remains impossible or statutory rights require it.

A customer with a corrupt catalogue download should provide the link or error, and we should test file integrity, issue a replacement link and consider an applicable price reduction or reimbursement if correction does not restore the promised digital content.

A customer whose credit pack is wholly unused may request the commercial 14-day refund review. Staff verify the original payment and complete unused balance, prevent double expenditure of the refunded credits, and return the approved amount through the original payment method.

For an unauthorised card charge, the customer should alert the bank promptly. We preserve relevant authorisation and fulfilment evidence, coordinate with the provider and do not demand that the customer waive chargeback rights. For statutory cancellation, the governing legal deadline prevails over an internal target.

Picwave | Refund Policy | v1.0 | Effective 8 October 2026. Published on the website and subject to update; the current published version governs transactions made after it takes effect, subject always to mandatory rights.