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
Contact / refund email	info@pic-wave.com
Chargeback contact	info@pic-wave.com
Governing law	Laws of the Republic of Estonia; EU Consumer Rights Directive 2011/83/EU; Digital Content Directive 2019/770/EU
Document version	v1.0
Effective date	28 June 2026

Important: Picwave sells digital goods that are delivered immediately. Because digital content is supplied at the moment of purchase, the standard EU 14-day withdrawal right is typically lost once supply has begun (subject to your prior consent and acknowledgement at checkout). However, your statutory rights under EU law are fully preserved: if a product is defective, not as described, or undelivered, you have a clear right to a remedy, as set out in this Policy.

1. Introduction & Scope

1.1  This Refund Policy governs all refund and return requests in connection with purchases made on the Picwave platform at pic-wave.com. It applies to purchases of Digital Images (AI-generated image files sold through the Shop) and Token Packs (prepaid generation credits for the Generate Module), both of which are digital goods supplied by Company name (“Picwave”, “we”, “us”).

1.2  This Policy should be read alongside the Payment Policy, Cancellation Policy, and Terms & Conditions, all of which are available at pic-wave.com. In the event of any conflict, the Terms & Conditions shall prevail.

1.3  Picwave is committed to treating refund requests fairly and in accordance with applicable EU and Estonian consumer protection law, including the Consumer Rights Directive (2011/83/EU) and the Digital Content Directive (2019/770/EU) as implemented in Estonia.

2. Company Details & Contact

2.1  The entity responsible for this Refund Policy is:

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

address

2.2  To submit a refund request: email info@pic-wave.com with your order number and details of the issue. We aim to acknowledge all refund requests within 2 business days and provide a substantive decision within 7 business days of receiving sufficient supporting information.

3. General Position on Digital-Content Refunds

3.1  All products sold by Picwave are digital goods supplied immediately upon payment. Digital Images are made available for download upon payment confirmation. Token Packs are credited to your Account instantly upon payment confirmation.

3.2  Under the EU Consumer Rights Directive and applicable Estonian law, the statutory 14-day right of withdrawal for distance contracts does not apply to digital content that has been supplied, provided the consumer gave prior express consent to immediate supply and acknowledged that the right of withdrawal would be lost. Picwave collects this consent and acknowledgement at checkout via a clear tick-box or acceptance step.

3.3  If the consent and acknowledgement mechanism was not properly presented to you at checkout, your right of withdrawal remains available for a period of 14 days from the date of purchase. Please contact us at info@pic-wave.com if you believe this applies to your transaction.

3.4  Outside the withdrawal right, refunds are considered on the grounds set out in Sections 4 through 12 of this Policy. We encourage you to read this Policy in full before making a request.

4. Transactions That May Qualify for a Refund

4.1  Picwave will evaluate and, where the grounds are established, approve a refund in the following circumstances:

• Delivery failure: the Digital Image download link was not made available, or Tokens were not credited to your Account, within one hour of a confirmed payment, and the failure was attributable to Picwave’s systems rather than your device, browser, or connectivity.
• Technical defect: a Digital Image file is corrupted, incomplete, or materially different from its description and preview on the Shop (for example, a file that cannot be opened, or a resolution that is significantly lower than stated).
• Generate Module failure: a Token was consumed by the Generate Module but no image was produced due to a platform error (as distinct from a prompt that the AI chose not to fulfil for content reasons).
• Not as described: a purchased Digital Image is materially different from the product description, category, or preview shown on the Picwave Shop at the time of purchase.
• Duplicate charge: your payment method was charged more than once for the same Order.
• Incorrect charge: you were charged an amount different from the price shown at checkout for the same transaction.
• Unauthorised transaction: you did not authorise the payment and you have reported the matter both to us and to your card issuer within 30 days of the transaction.
• Statutory withdrawal right: applicable where the consent-and-acknowledgement mechanism was not properly presented at checkout (see Section 3.3).

5. Transactions Normally Not Eligible for a Refund

5.1  The following categories of transaction are not normally eligible for a refund:

• Change of mind: you purchased a Digital Image or Token Pack and subsequently decided you no longer want it, without any defect or non-delivery.
• Consumed Tokens: Tokens that have already been used to generate images are consumed and are not refundable unless the generation failed due to a platform error.
• Downloaded images: a Digital Image that has been successfully downloaded to your device is not refundable on grounds other than defect or non-description.
• Prompt-related dissatisfaction: you are dissatisfied with the AI-generated image produced by the Generate Module because it did not match your creative expectations. The quality and relevance of AI-generated images depend on the prompt; Picwave does not guarantee any specific creative result.
• Promotional or discounted purchases: unless otherwise stated at the time of the promotion, items purchased at a discount are subject to the same general refund position as full-price purchases.
• Expired account access claimed after closure: Tokens or Digital Images that you did not access before voluntarily closing your Account are forfeited on closure, as described in the Cancellation Policy.

6. Timing of Requests

6.1  Refund requests should be submitted as soon as possible after the issue is identified, and in any case within 14 days of the date of purchase for most grounds, or within 30 days for unauthorised transaction claims.

6.2  Requests submitted outside these windows will still be considered but may be declined where the delay has made it impossible for Picwave to verify the claim or has caused prejudice to the investigation. We encourage early reporting.

6.3  Nothing in this Section prevents you from exercising any statutory right of action within the applicable limitation periods under Estonian or EU law.

7. Information We May Request

7.1  To process your refund request efficiently, we may ask you to provide:

• Your order number (shown in your order confirmation email and in your Account order history).
• The email address registered to your Account.
• A description of the issue (e.g. non-delivery, file defect, duplicate charge).
• For delivery failures: a screenshot or description of any error message received.
• For file defects: the file name, the format and resolution you expected, and a description of the problem.
• For Generate Module failures: the approximate time of the generation attempt and any error message displayed.
• For unauthorised transactions: confirmation that you have also notified your card issuer.

7.2  We will not request payment card numbers, CVV codes, or full payment credentials. Any such request purporting to come from Picwave should be treated as fraudulent.

8. Investigation Process & Service Standards

8.1  Upon receiving your refund request, Picwave will:

• Acknowledge receipt within 2 business days.
• Review the available evidence, including order records, delivery logs, Token usage records, and any information you have provided.
• Request any additional information needed within 3 business days of acknowledging your request.
• Provide a substantive decision — approval, partial approval, or reasoned decline — within 7 business days of receiving all necessary information.
• If further investigation is required (for example, for potential unauthorised transactions or platform incident review), notify you of the extended timeline and provide an update within a further 5 business days.

8.2  Picwave aims to resolve all refund requests fairly and expeditiously. If you are not satisfied with the outcome, the escalation route in Section 19 applies.

9. Types of Outcome

9.1  Following investigation, Picwave may offer one or more of the following remedies:

• Full refund: where the claim is fully established, the full purchase price is refunded to your original payment method.
• Partial refund: where the claim is partly established (for example, some Tokens were consumed before a platform error occurred), a pro-rata refund of the unconsumed portion is issued.
• Token restoration: where a Token was consumed due to a Generate Module failure, the Token is restored to your Account balance as an alternative to a cash refund.
• Re-delivery: where a download link failed, a new link is issued or the file is re-sent to your email address.
• Decline: where the claim is not established, we will provide a written explanation of the reasons.

10. Delivery Failure & Technical Defect

10.1  If you believe a delivery failure or technical defect has occurred, please contact info@pic-wave.com before initiating any payment dispute. Most delivery issues are resolved within one business day by re-issuing the download link or manually crediting the Token balance.

10.2  The following table sets out the stages of Picwave’s refund review process:

Stage	Focus	Indicative timing	Output
1 — Initial contact	User submits request by email with order number and description of issue.	Day 0	Email received; auto-acknowledgement sent within 2 business days.
2 — Triage and logging	Support agent logs request, checks order status, delivery log, and Token usage record.	Day 1–2	Issue classified (delivery failure / defect / billing error / other). Additional information requested if needed.
3 — Evidence review	Picwave reviews platform logs, delivery records, and any evidence submitted by the user.	Day 2–5	Assessment complete; grounds for refund established or not established.
4 — Decision	Refund approved (full/partial/token restoration/re-delivery) or declined with written reasons.	Within 7 business days of complete information	Decision communicated by email to the user’s registered address.
5 — Refund processing (if approved)	Approved refund submitted to the PSP for return to the original payment method.	1–3 business days after approval	PSP processes the return; funds appear on user’s statement within 5–10 business days (card scheme dependent).
6 — Escalation (if disputed)	User may escalate to a supervisory authority or use the EU ODR platform if not satisfied with the decision.	After Stage 4 decision	Escalation contact details provided in the decision email.

11. Duplicate, Incorrect or Misapplied Charges

11.1  If you believe you have been charged more than once for the same Order, or that a charge was applied in an incorrect amount, contact info@pic-wave.com immediately with your order number(s) and the relevant transaction references from your bank or card statement.

11.2  We will compare the charge against our order records and PSP transaction logs. Where a duplicate or incorrect charge is confirmed, a full refund of the excess amount will be processed without requiring further evidence from you.

11.3  Please note that some card issuers show a pre-authorisation (pending charge) alongside the actual settlement charge. A pre-authorisation that has not settled is not a duplicate charge and will drop off your statement automatically.

12. Unauthorised Transactions & Fraud

12.1  If you believe a transaction was made without your authorisation — for example, because your payment card or Account was accessed by an unauthorised person — you must: (a) contact us immediately at info@pic-wave.com; and (b) notify your card issuer and request a replacement card.

12.2  We will investigate the transaction against our records. Where there is credible evidence of unauthorised access, we will cooperate with your card issuer’s investigation and will not contest a chargeback raised in connection with a genuinely unauthorised transaction.

12.3  Picwave is not responsible for losses arising from your failure to keep your Account credentials or payment details secure, or from your sharing of credentials with third parties.

13. Relationship with Chargebacks & Disputes

13.1  A chargeback is a payment reversal initiated through your card issuer’s dispute process under card scheme rules (Visa/Mastercard). While cardholders have a right to raise chargebacks, we strongly encourage you to contact Picwave first at info@pic-wave.com before initiating a chargeback, for the following reasons:

• Picwave resolves most issues faster than the chargeback process, which can take 4–8 weeks.
• Direct resolution avoids potential impact on your Account standing with your card issuer.
• For genuine delivery failures or defects, Picwave will provide a full refund or remedy without requiring you to go through the card scheme.

13.2  If you initiate a chargeback without first contacting us, Picwave may respond to the chargeback with evidence of delivery (order confirmation, delivery logs, Token crediting records) as required by the card scheme dispute process. This does not waive any right you have under applicable law or card scheme rules.

13.3  Initiating a chargeback for a transaction that was genuine, correctly delivered, and for which we would have provided a refund constitutes misuse of the chargeback process and may result in suspension of your Account and reporting to relevant authorities. This provision does not apply to genuinely unauthorised transactions (see Section 12).

13.4  Picwave retains fulfilment evidence (order records, download log, Token crediting timestamps) for a minimum of 7 years for the purpose of responding to chargebacks, audits, and legal claims.

14. Effect of a Refund on Virtual Currency / Items / Accounts

14.1  Token refunds. Where a refund is approved in respect of a Token Pack, the corresponding Token balance (or pro-rata portion for unconsumed Tokens) is deducted from your Account at the time the refund is processed. If the Token balance is insufficient to cover the deduction (because Tokens have been consumed), the refund will be adjusted to reflect only the unconsumed portion, at the per-token rate applicable to the pack originally purchased.

14.2  Digital Image refunds. Where a refund is approved for a Digital Image purchase, Picwave revokes the licence granted for that image and you must cease all use of the image and delete any copies from your systems. Continued use of an image following revocation of the licence constitutes a breach of these Terms and the Terms & Conditions.

14.3  Account integrity. A pattern of refund requests for Tokens that have been partially or fully consumed, or for images that appear to have been used in commercial projects, may indicate abuse of the refund process. Picwave reserves the right to decline requests where the pattern of use is inconsistent with the stated grounds.

15. Taxes, Fees, Currency & Processing

15.1  Approved refunds are returned to the original payment method used for the purchase. Refunds cannot be redirected to a different card, bank account, or payment method.

15.2  Refunds are processed in the same currency as the original charge. Where the display currency differs from the settlement currency (for example, if you viewed prices in EUR but your card settled in USD), the refunded amount corresponds to the original settlement amount.

15.3  Picwave does not deduct any administration or processing fee from approved refunds. The amount refunded is the full purchase price (or pro-rata portion) as approved.

15.4  Tax or VAT that was included in the original price will be included in the refund where the original charge included it. Picwave is not responsible for any currency conversion fees or exchange rate differences applied by your card issuer.

15.5  Once approved, refunds typically appear on your card or bank statement within 5–10 business days of approval, depending on your card issuer’s processing times. Picwave’s PSP processes the return promptly upon our instruction, but we cannot control your issuer’s timelines.

16. Cancellation & Statutory Rights

16.1  This Refund Policy operates alongside, and does not replace, your statutory rights under EU consumer law. Nothing in this Policy limits or excludes rights that cannot lawfully be excluded or limited.

16.2  If you wish to close your Account, rather than simply request a refund, the Cancellation Policy governs the process and consequences of Account closure. The Cancellation Policy is available at pic-wave.com.

16.3  Where you have a statutory right to a remedy for defective digital content under the Digital Content Directive (2019/770/EU) — including the right to have the content brought into conformity — Picwave will fulfil that obligation in accordance with applicable law. This may involve re-delivery or, where conformity is not achievable, a full or partial price reduction.

17. Abuse & Repetitive Claims

17.1  Picwave’s refund process is designed to be fair and accessible. Repeated refund requests that appear to exploit the process — for example, purchasing Token Packs, consuming the majority of Tokens, and then claiming non-delivery; or purchasing and downloading images and then claiming defect — constitute abuse of the process and may result in: (a) refusal of the current request; (b) suspension or termination of your Account; and (c) legal action for losses caused by fraudulent claims.

17.2  Picwave retains the right to implement reasonable safeguards to detect and prevent abuse, including limits on the frequency of refund approvals per Account over a rolling period.

18. Changes

18.1  Picwave may update this Refund Policy from time to time to reflect changes in law, payment processing practices, or our operational procedures. Material changes will be communicated by email or website notice at least 14 days before taking effect. The current version is always available at pic-wave.com.

19. Contact & Escalation

19.1  All refund requests and billing queries should be sent to:

Email: info@pic-wave.com | Subject: “Refund Request — [Order Number]”

Response time: acknowledgement within 2 business days; decision within 7 business days.

19.2  If you are not satisfied with our decision, you may escalate to:

• The Estonian Consumer Protection and Technical Regulatory Authority (TTJA): https://ttja.ee
• The supervisory authority of your EU country of residence.
• The EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

Operational Review Flow

This flow sets out the step-by-step path from a refund request to a final outcome. It is intended for both users and Picwave’s support team.

Step 1 — User submits request

Email info@pic-wave.com with: order number; email address on Account; description of the issue; any supporting evidence (screenshot, error message, transaction reference).

Step 2 — Acknowledgement

Picwave acknowledges receipt within 2 business days. If additional information is needed, it is requested at this stage.

Step 3 — Investigation

Support team reviews: order records; delivery log (for downloads) or Token crediting timestamp (for Token Packs); Generate Module error logs (for generation failures); PSP transaction records (for billing issues).

Step 4 — Decision

Within 7 business days of receiving complete information: full refund, partial refund, token restoration, re-delivery, or reasoned decline — communicated by email.

Step 5 — Refund processing

Approved refunds are submitted to the PSP. Funds return to the original payment method within 5–10 business days (card-scheme dependent). Token restorations are credited to the Account within 1 business day.

Step 6 — Escalation (if user is not satisfied)

User may contact a national consumer authority or use the EU ODR platform. Picwave will cooperate with any investigation.

Step 7 — Chargeback response (if raised)

If a chargeback is raised before or during our process, Picwave will respond with evidence of delivery, order records, and any relevant logs within the card scheme’s required response window.

Picwave · Refund 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.