Effective 28 June 2026

Field	Value
Operator	Company name
Company number	Company number
Registered office	address
Trading name / brand	Picwave
Website	https://pic-wave.com
Fulfilment contact	info@pic-wave.com
Delivery method	Instant digital delivery (download link / account credit)
Physical shipping	None
Governing law	Laws of the Republic of Estonia
Document version	v1.0
Effective date	28 June 2026

Important: Picwave delivers all products digitally. Digital Images are made available via download immediately upon payment confirmation. Generation Tokens are credited to your Account instantly. There is no physical shipment, no waiting period, and no physical address required. If you do not receive your product within one hour of payment, contact us before initiating any payment dispute.

1. Scope & Relationship with Other Policies

1.1  This Digital Product Fulfilment Policy (“Fulfilment Policy”) governs the delivery of all digital products sold by Picwave at pic-wave.com. It describes what ‘fulfilment’ means for each product type, the typical timeframes involved, and the steps taken when delivery fails or is delayed.

1.2  This Policy applies to: (a) Digital Images purchased from the Picwave Shop; and (b) Token Packs (Generation Tokens) purchased to use the Generate Module.

1.3  This Policy should be read alongside the Terms & Conditions (which govern the product licence), the Refund Policy (which governs refund rights on failed delivery), the Payment Policy (which governs payment processing and chargebacks), and the Cancellation Policy (which governs Account closure). All are available at pic-wave.com.

2. What ‘Digital Product’ & ‘Fulfilment’ Mean

2.1  ‘Digital product’ in this Policy means: (a) a Digital Image: an AI-generated image file sold through the Picwave Shop in one or more resolution and format variants (e.g. JPEG, PNG); or (b) a Generation Token: a single prepaid usage credit entitling the holder to generate one AI image via the Generate Module.

2.2  ‘Fulfilment’ means the completion of delivery of a digital product by Picwave to you. The specific completion event is defined per product type in Section 4.

2.3  Fulfilment is entirely digital. Picwave does not ship physical goods and does not require a postal or delivery address from you. No stored-value instrument or e-money is created or delivered at any point.

3. General Fulfilment Model

3.1  Digital Images. A Digital Image purchase creates an order record, triggers payment processing, and upon payment confirmation, generates a secure download link. The link is: (a) displayed on the order confirmation page; and (b) sent to your registered email address; and (c) accessible from your Account order history at pic-wave.com/my-account.

3.2  Token Packs. A Token Pack purchase creates an order record, triggers payment processing, and upon payment confirmation, credits the purchased number of Tokens to the Token balance associated with your Account. The updated balance is immediately visible in your Account dashboard and the Generate Module becomes accessible with the new balance.

3.3  Both product types are delivered in real time upon settlement confirmation from the PSP. There is no dispatch step, no shipping carrier, and no physical handling.

4. When Fulfilment Is Complete

4.1  For a Digital Image: fulfilment is complete at the moment the download link is generated and made accessible through your Account and/or confirmation email. Fulfilment is not conditional on you downloading the file; the obligation is discharged when the link is available and accessible.

4.2  For a Token Pack: fulfilment is complete at the moment the Token balance is updated in your Account to reflect the purchased quantity. Fulfilment is not conditional on you using the Tokens; the obligation is discharged when the balance is credited.

4.3  In both cases, if a technical error prevents the completion event from occurring within one hour of payment confirmation, this constitutes a fulfilment failure (see Section 8).

5. Typical Timeframes

5.1  Digital Image delivery: typically immediate — within seconds of payment confirmation. In most cases the download link appears on the order confirmation page before you navigate away from checkout.

5.2  Token crediting: typically immediate — within seconds of payment confirmation. Your Token balance updates in real time as seen in the Account dashboard.

5.3  In cases of high platform load, PSP processing delays, or network latency, fulfilment may take up to 60 minutes. This is unusual and will typically resolve without user action.

5.4  Picwave monitors fulfilment performance in real time and will investigate any systemic delays that arise.

6. Preconditions for Delivery

6.1  Delivery requires the following conditions to be met:

• Payment successfully authorised and settled by the PSP.
• A valid Account associated with the Order (i.e. the user is logged in at checkout or the email address is registered).
• A valid, accessible email address on file for email delivery of download links.
• The Picwave platform is operational (see Section 15 for service interruption provisions).

6.2  Where a payment is authorised but subsequently reversed by the card issuer before fulfilment, the delivery obligation is suspended. Picwave will not deliver products where payment has been reversed.

6.3  Where there is a mismatch between the Account associated with the Order and the email address provided at checkout, Picwave will attempt delivery to the registered Account email. Contact info@pic-wave.com if you believe there has been a mismatch.

7. No Physical Shipping / No Stored Value

7.1  Picwave does not ship any physical goods. No postal or courier service is used at any stage. No shipping address is collected from users.

7.2  Generation Tokens are not stored value, e-money, or a financial instrument of any kind. They are a prepaid entitlement to use the Generate Module service. They have no monetary face value, cannot be exchanged for currency, and do not create a claim against any financial institution.

7.3  Digital Images are not physical goods and are not stored-value instruments. They are digital files licensed for use in accordance with the Terms & Conditions.

8. Delayed, Pending or Failed Fulfilment

8.1  If you have not received your Digital Image download link or your Token balance has not been updated within 60 minutes of a confirmed payment:

• Step 1: Check your Account order history at pic-wave.com/my-account. If the Order is showing as confirmed, the download link or Token balance should be visible.
• Step 2: Check your email inbox and spam/junk folder for the order confirmation email containing the download link.
• Step 3: If neither is available, contact info@pic-wave.com with your order number and registered email. We aim to resolve delivery failures within one business day by re-issuing the link or manually crediting the balance.
• Step 4: Do not initiate a chargeback or payment dispute before contacting us. We resolve most delivery failures faster than the dispute process and will reimburse you fully if we are unable to deliver.

8.2  A delivery failure does not automatically entitle you to a refund; Picwave will first attempt to fulfil the order. Where fulfilment is not possible, the Refund Policy governs your remedies.

9. User-Side Display / Sync / Access Issues

9.1  Some delivery issues are caused by user-side factors rather than platform failures. Common user-side issues include:

• Download link has expired (download links may expire after a period; contact us for a re-issue).
• File download was interrupted by a browser or network issue (attempt the download again; contact us if persistent).
• Token balance not visible because the page has not refreshed (refresh the page or log out and log back in).
• Confirmation email went to spam or junk (check these folders; add info@pic-wave.com to your address book).
• Incorrect email address provided at checkout (contact us with your order number to correct it).

9.2  Picwave is not responsible for delivery failures caused by factors outside its control, including the user’s internet connectivity, email filtering settings, or device configuration, provided that the platform-side delivery was completed successfully.

10. Manual Review & Risk Controls

10.1  Picwave applies automated and manual fraud and risk controls to Orders. In rare cases, an Order may be placed under manual review before fulfilment is completed — for example, where an unusual pattern of purchases is detected or where a payment triggers a risk flag.

10.2  Where an Order is under manual review, you will be notified by email within 24 hours. Most reviews are completed within one business day. Where an Order is cleared, fulfilment proceeds immediately. Where an Order is rejected following review, a full refund will be issued.

11. Evidence & Fulfilment Records

11.1  Picwave maintains fulfilment records for all orders, including: order creation timestamp; payment confirmation timestamp; delivery event timestamp (download link generation or Token crediting); the Account to which delivery was made.

11.2  These records are retained for a minimum of 7 years and are used to: (a) investigate non-delivery claims; (b) respond to chargebacks and payment disputes; (c) provide evidence of delivery in dispute proceedings.

11.3  You may request a record of your delivery evidence by contacting info@pic-wave.com with your order number.

12. Incorrect Account / Duplicate / User-Error Scenarios

12.1  If Tokens are credited to the wrong Account due to a Picwave error, contact info@pic-wave.com immediately with both Account details and we will correct the error.

12.2  If you believe you have made a duplicate purchase in error (for example, by double-clicking the checkout button), contact info@pic-wave.com before downloading the file or using the Tokens. We will investigate and, where a duplicate is confirmed, issue a refund for the duplicate Order.

12.3  If you purchased a Token Pack intended for a different Account (for example, a colleague’s), contact us promptly. We cannot guarantee re-assignment of Tokens between Accounts but will investigate what is possible.

13. Relationship to Refunds / Cancellations / Chargebacks

13.1  Where a fulfilment failure is confirmed, the Refund Policy governs your right to a remedy (full refund, re-delivery, or Token restoration).

13.2  Where you close your Account before using all purchased Tokens, the Cancellation Policy governs the treatment of the remaining balance (forfeiture, with refund consideration for non-breach closures).

13.3  Where a chargeback is raised for a transaction for which fulfilment has been completed, Picwave will respond with fulfilment evidence. Chargebacks for delivered products are contested in accordance with the Payment Policy.

14. Support Process

14.1  For all fulfilment-related queries and non-delivery reports, contact: info@pic-wave.com | Subject: “Delivery Issue — [Order Number]”

14.2  Response times: acknowledgement within 2 business days; resolution for most delivery failures within 1 business day.

15. Service Changes / Maintenance / Force Majeure

15.1  The Picwave platform is maintained and updated from time to time. Scheduled maintenance will be announced in advance where practicable. During maintenance windows, Order fulfilment may be temporarily delayed. Orders placed during a maintenance window will be fulfilled as soon as the platform is restored.

15.2  Picwave is not liable for fulfilment delays caused by events outside its reasonable control, including: natural disasters; telecommunications infrastructure failures; denial-of-service attacks on the platform; PSP outages; or other force majeure events. In such cases, Picwave will fulfil outstanding Orders as soon as reasonably practicable following restoration of normal operations.

16. Children / Age / Authorised Purchases

16.1  The Service is intended for users aged 18 and over. Users under 18 must have the express consent and supervision of a parent or guardian for any purchase. A parent or guardian who authorises a purchase on behalf of a minor is responsible for ensuring that the product is appropriate for the minor and for managing the minor’s use of the Service.

16.2  Picwave does not knowingly accept Token purchases on behalf of children under 13 without verified parental consent. If you believe a minor has made an unauthorised purchase, contact info@pic-wave.com immediately.

17. Updates

17.1  This Fulfilment Policy may be updated from time to time to reflect changes in the Service or applicable law. Material changes will be notified by email or website notice. The current version is available at pic-wave.com.

18. Contact

18.1  Company name | Trading as Picwave | info@pic-wave.com

address | pic-wave.com/contact-us/

Fulfilment Scenario Reference

The following table covers the most common scenarios, typical treatments, the evidence Picwave holds, and the next step for the user.

Scenario	Typical treatment	Likely evidence	Next step
Digital Image purchased; download link not received by email.	Re-issue download link to registered email; check order history in Account.	Order creation record; delivery event log showing link generation.	Check Account order history first. If not there, email info@pic-wave.com with order number.
Download link received but file is corrupted or will not open.	Provide a new download of the file; investigate file integrity.	File integrity log; product record.	Email info@pic-wave.com with order number and description of error. Refund available if file cannot be delivered in correct format.
Token Pack purchased; Tokens not credited after 30 minutes.	Manually credit Tokens or investigate PSP confirmation delay.	Order record; PSP confirmation timestamp; Token balance log.	Refresh Account dashboard. If still missing, email info@pic-wave.com. Do not chargeback first.
Token consumed by Generate Module but no image produced (platform error).	Restore consumed Token to Account balance or offer refund.	Generation attempt log showing error; Token deduction record.	Email info@pic-wave.com with approximate time of attempt and any error message shown.
Duplicate Order placed; two charges for the same product.	Confirm duplicate from order records; refund excess charge.	Two order records with same product; PSP transaction log.	Email info@pic-wave.com with both order numbers. Do not chargeback before contacting us.
Download link has expired.	Re-issue a new download link on request.	Order record confirming original purchase.	Email info@pic-wave.com with order number. Links are re-issued free of charge.
Image generated but result is not what the user expected from the prompt.	Not a delivery failure. AI results depend on the prompt.	Generation log showing image produced.	Adjust the prompt and generate again. Refund not available for creative dissatisfaction.

What Users Should Do Before Reporting Non-Delivery

• Check your Account order history at pic-wave.com/my-account — the download link or Token balance is visible there.
• Check your email inbox including spam/junk for the order confirmation email.
• Wait up to 60 minutes from payment confirmation before reporting a delay — most fulfilments are immediate but brief delays can occur.
• Refresh the Token balance page or log out and log back in to clear any display cache.
• Check that you are logged into the correct Account (the one used at checkout).
• If none of the above resolves the issue, email info@pic-wave.com with: your order number; the email address on your Account; the approximate time of purchase; and a description of what you see in your Account.
• Do not initiate a chargeback or payment dispute before contacting us. We resolve most delivery issues within one business day and will refund you in full if we cannot deliver.

Picwave · Digital Product Fulfilment Policy · v1.0 · Effective 28 June 2026. Published at pic-wave.com. This document is subject to update; the current published version governs. Operated by Company name, address. Company no. Company number.