Picwave | Digital Product Fulfilment Policy | v1.0 | Effective 8 October 2026

1. Scope & relationship with other policies

1.1 This Digital Product Fulfilment Policy explains how WERVIX LTD trading as Picwave delivers and records paid digital content at pic-wave.com. It covers purchased downloadable catalogue images, prepaid Generation Credit bundles and the completion of prompt-driven image-generation requests.

1.2 The Terms & Conditions set the digital licence and credit rules; the Payment Policy describes authorisation and capture; the Refund Policy sets out correction and reimbursement; the Cancellation Policy governs Account closure. These instruments should be read together, preserving statutory rights where any operational wording could conflict.

1.3 A customer can request assistance with delivery without first submitting a chargeback. Nothing in this policy obliges a cardholder to give up payment-dispute rights or prevents a consumer from seeking the lawful remedy for content that does not conform to contract.

2. What digital product & fulfilment mean

2.1 A Digital Image is a downloadable file offered in the Picwave catalogue or produced by the Generate Module. A Generation Credit is an account-bound entitlement to one completed image-generation request and is sometimes labelled a token in the storefront.

2.2 Fulfilment of a purchased catalogue image means making a functional download route available to the purchaser. Fulfilment of a credit bundle means correctly allocating the purchased quantity to the identified Account. Fulfilment of a generation request means creating a usable output available for authorised retrieval and recording the appropriate credit debit.

2.3 A technical record that a payment was captured does not by itself prove that the required file, account balance or generated output was actually supplied. We assess the whole transaction sequence when investigating missing delivery or a mismatch between order and entitlement.

3. General fulfilment model

3.1 The customer selects an existing image or a Generation Credit pack, reviews the price and currency, and submits an authorised payment. On confirmed acceptance the order system records the transaction and initiates the digital supply workflow for the product purchased.

3.2 For catalogue images, a download link may appear on the order-confirmation screen, in the Account’s order history or in the confirmation email as configured. For Generation Credits, the purchased amount appears as an available Account balance and can be used through the generation interface.

3.3 The application maintains distinct records for payment, file delivery, credit allocation and generation events. This separation helps detect a paid but undelivered Order, a duplicated processor callback or a generation that incorrectly consumed credits.

4. When fulfilment is complete

4.1 A catalogue Digital Image is contractually supplied when the correct file can be accessed using the relevant permitted download mechanism. Merely creating an order reference without a valid link does not establish proper supply, and an inaccessible file remains a delivery or conformity problem.

4.2 A purchased Credit bundle is supplied when the purchased quantity is correctly and visibly allocated to the customer’s authenticated Account. A generation event is complete when a usable image is produced, associated with the request and made available for access. The user need not actually publish the output for the generation to count as completed.

4.3 These operational markers assist reconciliation and are not exclusions of consumer law. If a file does not correspond to the description or cannot be used as reasonably expected, applicable statutory repair, replacement, price-reduction and reimbursement rights remain.

5. Typical timeframes

5.1 Catalogue downloads and account crediting are normally automated shortly after the payment provider confirms the Order. Completed AI generation ordinarily occurs within the processing period displayed in the interface, which may change with model load and prompt complexity.

5.2 If a paid entitlement has not appeared within one hour after an accepted Order, the customer should contact support with the Order number and Account email. One hour is an escalation marker rather than a promise that all systems will be available continuously or a deadline that excludes statutory rights.

5.3 Where we detect a payment-to-entitlement mismatch, we seek to correct it as quickly as reasonably possible. Fraud review or technical maintenance can delay a specific Order; we should explain the status and provide an appropriate remedy rather than quietly retaining funds for an indefinitely pending item.

6. Preconditions for delivery

6.1 A successful and authorised purchase, accurate email or Account association, sufficient security verification and a functioning download or generation channel may be necessary for digital supply. Generation Credits require the correct account to be identified so that purchased units are not allocated to a different person.

6.2 The customer should use a supported browser, maintain network access and keep login details secure. Device-side restrictions, blocked email, security extensions or storage limitations can make a supplied file difficult to retrieve; our support process distinguishes such issues from supplier-side failures.

6.3 We do not condition a statutory digital-content remedy on installing unrelated software, providing excessive identity information or paying an unexpected shipping or release fee. Any unusual security check must be proportionate to the transaction and described through an authorised channel.

7. No physical shipping / no stored value

7.1 All Picwave products in this policy are electronic. The storefront does not arrange postal dispatch, delivery couriers, customs shipments or the transport of tangible prints. No tracking number or signature on delivery is required to obtain a purchased file or allocated credit balance.

7.2 Generation Credits are not a balance of money held for the customer, a transferable gift card, electronic money or cryptocurrency. They provide access to the generation functionality only, under the Terms & Conditions. They do not accrue interest or confer a right of resale or cash withdrawal.

7.3 A shipping address is not required merely to fulfil a digital download, although billing-country or other payment information may be needed for tax and fraud checks at checkout. The Payment Policy explains the final payment summary and the Privacy Policy describes data minimisation.

8. Delayed, pending or failed fulfilment

8.1 A delay can arise from a pending bank authorisation, interrupted transaction callback, server outage, fraud-control hold or missing account association. We investigate whether funds were captured and, separately, whether the digital entitlement was created and accessible.

8.2 For a valid payment and missing file or Credit allocation, we should reissue the download, correct the Account ledger or give another appropriate remedy. If digital supply cannot be provided in accordance with the contract and law, a statutory refund or price reduction may be due.

8.3 Do not repeatedly purchase the same pack to remedy an unclear earlier payment. Provide the receipt and relevant timestamps to support so duplicate charges can be traced. Where the bank shows only a pending authorisation, the bank may control the release of that hold.

9. User-side display, sync & access issues

9.1 If Credits appear missing, sign out and in, confirm the correct Account email, refresh the generation page and inspect the Order history. If a file link fails, check connectivity and whether the browser or security software blocked the download, without disabling essential security protections.

9.2 A customer should contact support if ordinary troubleshooting does not restore access. Screenshots of the error and the Order reference can help, but a screenshot is not compulsory where other evidence reliably identifies the transaction.

9.3 We will not dismiss a product as delivered solely because an automated log shows an email was sent. If the customer could not access a conforming file for reasons within our responsibility, an effective remedy should be considered under the contract and mandatory law.

10. Manual review & risk controls

10.1 Some Orders may be placed into manual review because of high-risk authentication, unusual volume, disputed payments or suspected misuse of the generation system. Such measures are intended to protect customers and are not an alternative means of withholding paid products arbitrarily.

10.2 An order subject to review should have a traceable status and an accessible support route. If we decide not to supply a fully captured purchase, the relevant payment should be refunded or lawfully reversed without unnecessary delay.

10.3 Risk review must not infer guilt from a chargeback complaint, a nationality or a single imperfect technical signal. We apply proportionality and preserve documentary evidence for a subsequent support, payment or consumer-rights assessment.

11. Evidence & fulfilment records

11.1 Useful records include Order number, product identifier, selected pack size, amount and currency, payment-provider transaction reference, confirmation timestamp, entitlement-allocation event, credit balance movement, generation request reference and file-availability status.

11.2 For a download dispute, access logs can show that a link was issued or accessed, but should be assessed alongside product integrity and actual accessibility. For generation, completion and failure status should explain whether a credit was consumed and whether a usable image was produced.

11.3 We retain and disclose records only for justified transactional, security, tax, fraud and dispute purposes in accordance with our Privacy Policy. Support will not ask customers to submit full card credentials to establish a delivered Order.

12. Incorrect account, duplicate & user error scenarios

12.1 If a customer used another email or Account when purchasing credits, support may need to verify ownership and reconcile the allocation. Transferring balances between unrelated people remains prohibited; correcting a demonstrable account-association mistake is distinct from selling or gifting credits.

12.2 If one captured charge generated more credits than ordered because of a duplicate system callback, we may correct the excess ledger entry after review without removing entitlements actually purchased. If two distinct charges were captured for one intended Order, the Refund Policy addresses duplicate reimbursement.

12.3 An accidentally submitted prompt that completes successfully ordinarily consumes the applicable credit. A repeat click that resulted from a verified application failure or duplicated generation event should be corrected fairly rather than automatically charged twice.

13. Relationship to refunds, cancellations & chargebacks

13.1 Failure to deliver an agreed digital file or Credit balance may create rights under the Consumer Rights Act 2015 and related legislation. First-line correction can involve a new link, a reallocation or credit restoration; where that is unavailable or inadequate, a legally suitable price remedy or refund may apply.

13.2 A UK consumer may also have a statutory 14-day cancellation right for a qualifying distance purchase. For immediate digital content it may cease only after the applicable express prior consent, acknowledgement and confirmation conditions have been satisfied. Mere immediate access does not automatically eliminate it.

13.3 An approved refund is reconciled against unused credits or other refundable digital entitlements. The customer remains entitled to seek a legitimate cardholder chargeback; contacting the merchant first is encouraged but cannot be required as a waiver or delay of an external remedy.

13.4 Credit allocation and a completed generated-file supply are separate events. For cancellation purposes, a prepaid-credit pack may be an ongoing digital-service entitlement; the legal classification, actual commencement and any statutory consent conditions must be assessed rather than assuming a newly visible balance ends all withdrawal rights.

14. Support process

14.1 Email info@pic-wave.com with subject Digital Delivery – Order [number], state which item or Credit pack is affected and supply the approximate charge date. Include the registered Account email, screenshots if useful, and whether the payment status appears completed.

14.2 We aim to acknowledge complaints within two business days and evaluate urgent delivery mismatches promptly. Where the issue turns into a refund claim, the Refund Policy sets the ordinary seven-business-day decision target after adequate information and the separate statutory deadlines.

14.3 Support may ask a customer to refresh the browser, verify the login, test an authorised link or wait for a brief provider status update. It will not request passwords, full card numbers, one-time bank security codes or payment to a personal wallet.

15. Service changes, maintenance & force majeure

15.1 We may conduct planned upgrades or remedial maintenance affecting the gallery, download service or image-generation module. Reasonable notice will be provided where practicable. A change in the model or user interface should not silently eliminate a previously purchased digital entitlement.

15.2 Events outside reasonable control, including major network disruption, may impede performance. We will take reasonable steps to restore service, provide status information and consider lawful alternatives. Invoking an external event does not remove consumer remedies that the law makes non-excludable.

15.3 If we permanently retire a material paid feature or become unable to fulfil outstanding credit rights, the affected customer may receive an appropriate alternative or refund under the Terms & Conditions and Refund Policy, subject to mandatory law.

16. Children, age & authorised purchases

16.1 All purchases and account-based generation are intended for adults aged 18 or over. A customer must have legal capacity and permission to use the payment method. The fact that the product is digital does not make cardholder authorisation unnecessary.

16.2 Parents or guardians reporting a minor’s potentially unauthorised transaction should contact the relevant bank and Picwave promptly, providing enough order information to locate it. We will assess payment authority, account eligibility and legal rights in accordance with applicable law.

16.3 Generation involving images of minors must comply strictly with the Acceptable Use Policy and safeguarding standards. We will not supply, restore or regenerate material that is illegal or exploitative in order to cure a content-moderation rejection.

17. Güncellemeler

17.1 We review this Fulfilment Policy as download mechanisms, Account architecture, generation services and applicable consumer rules change. The current version and effective date are provided at the start of the document and updates will be published online.

17.2 Changes apply prospectively and do not remove statutory rights or accrued remedies for previously paid products. A material downgrade to a purchased delivery method requires appropriate communication and consideration of a conforming alternative.

17.3 Operational service targets may improve over time. The Terms & Conditions govern licence scope, the Refund Policy governs financial remedies and the Payment Policy governs payment status, and our cross-references are kept consistent.

18. İletişim

18.1 The fulfilment supplier is WERVIX LTD trading as Picwave, company number 17499009, registered at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Contact info@pic-wave.com or https://pic-wave.com/contact-us/.

18.2 Include the relevant Order, Account email, affected Digital Image or Credit pack and the observed problem. The law of England and Wales governs this policy subject to stronger or mandatory consumer rights that apply to a particular customer.

18.3 Complaints about personal information or prompt retention should be made through the Privacy Policy. Delivery disputes and statutory remedies are assessed separately from optional Account deletion or a customer’s artistic preference.

Kullanıcıların Teslim Edilmeme Bildirimi Yapmadan Önce Yapması Gerekenler

First, check whether the payment actually completed or only appears as a temporary bank authorisation. Locate the checkout receipt or approximate payment time, currency and amount. Avoid purchasing the same item a second time before the first Order is traced.

Second, confirm that you are logged into the Account associated with the Credit purchase, refresh the generation interface and review the balance and Order history. For an image download, check the receipt and authorised download page, including spam filtering of any confirmation message.

Third, if still unresolved, email info@pic-wave.com with the Order number, registered email, item, date and screenshot or error code if available. Do not share passwords, card security codes or complete card details. Explain whether the problem is a missing balance, failed generation, unusable link or wrong product.

Fourth, if support does not restore a conforming purchase, ask for the appropriate remedy under the Refund Policy. You retain statutory protections for defective or undelivered digital content and legitimate cardholder dispute rights; our internal troubleshooting procedure does not cancel either.

Picwave | Digital Product Fulfilment 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.