Refunds, withdrawal and cancellation

1.Your right of withdrawal

If you buy as a consumer, you can withdraw from a purchase within 14 days without giving any reason. The 14 days run from the day of the purchase, separately for each purchase:

• Credit packs: each pack has its own 14 days from the day you bought it.
• Monthly plans: the right covers the first billing period (the first month). Withdrawing from a plan also ends it, so it does not renew. To stop a plan later on, cancel it.
• Yearly plans: the right covers the first year you paid for. The credits of the months not added yet count as unused. Withdrawing ends the plan at once.

Using credits straight away

Credits are added to your balance right after payment, so you can use them during the 14 days. Because this starts the service before the withdrawal period ends, the law requires your express request. Before you pay, we ask you to check a box, which is never pre-checked, with this text:

“I ask RED PIXEL to start providing the service now, before the 14-day withdrawal period ends. I understand that if I withdraw I will pay for the credits I have used, and that I lose my right of withdrawal once all credits of this purchase have been used.”

We keep a record of your confirmation with the order and repeat it in the order confirmation we email you.

What you get back

If you withdraw, you pay only for the credits you have used. We refund the rest of the price in proportion to the credits you have not used:

refund = price paid × unused credits from that purchase ÷ credits in that purchase

For example, for the €26.05 pack with 2,550 credits, after using 638 of them:

Price paid

€26.05

Credits in the pack

2,550

Unused credits

1,912

Refund

€26.05 × 1,912 ÷ 2,550 = €19.53

If you have not used any credits from the purchase, you get the full price back. For a plan, the same calculation uses the price of the first month and the credits included in it. For a yearly plan, it uses the price of the year and the credits of all twelve months. When we refund a purchase, its unused credits are removed from your balance.

When you run an action, the credits that expire soonest are used first. We count credits per purchase, so we can tell how many credits of each purchase you have used.

When the right ends

The right of withdrawal for a purchase ends when its 14 days have passed. It ends earlier if all credits of that purchase have been used, because the service has then been provided in full.

2.How to withdraw

The quickest way is the Withdraw from contract here button next to the purchase on your Credits page (Invoices). You check and confirm your statement there; the unused credits of that purchase are removed from your balance at once, and we email you a confirmation with your statement and the time you sent it. You can also:

Email support@redpixel.club before the 14 days end. It is enough that you send your message within the period.

You can use the model withdrawal form below, but you don’t have to. Any clear statement works, for example: “I withdraw from my purchase of the €26.05 credit pack made on [date].”

To help us find the purchase quickly, please include:

• the email address of your RED PIXEL account;
• which purchase it is (credit pack or plan, date and amount);
• the order or receipt number, if you have it.

If you prefer paper, mail the form or your statement to RENDER CAMP Sociedade Unipessoal, Lda, Avenida Dom Pedro V, nº 33, 7º Esq, 2795-151 Linda-a-Velha, Portugal. What counts is the date you send it.

We confirm by email that we have received your withdrawal.

3.How you are refunded

• When: without undue delay, and at the latest within 14 days of the day we receive your withdrawal.
• Where to: the payment method you used for the purchase.
• How: Orders are sold by RENDER CAMP Sociedade Unipessoal, Lda; payments are processed by Stripe. We make the refund through Stripe.
• Cost: none. We charge no fee for withdrawing.

Your bank or card issuer may take a few more days to show the refund on your statement.

4.Failed generations

Every action shows its price in credits before you run it, and the credits are taken when the action starts.

• If a model returns an error, the credits for that action come back automatically.
• If a run fails in another way and your credits did not come back, contact us at support@redpixel.club and we will restore them. Tell us which project it was and roughly when it happened.
• Our model providers run their own safety systems and may refuse a request. When an image model refuses, it returns an error, so the credits come back automatically. A text step may instead answer with a refusal, which is charged like any other answer. If you think you were charged for a refused request, contact us.

5.Other refunds

• Results you don’t like. AI models don’t always produce what you expect. A result that was delivered but that you don’t like is not a failed generation, and its credits are not refunded. You can always see the price of an action before you run it.
• If we discontinue RED PIXEL. We refund your unused paid credits as set out in our Terms of Service.
• Your legal rights. Nothing on this page limits your statutory rights as a consumer, including the legal guarantee of conformity for digital services.

6.How to cancel a plan

You can cancel a monthly or yearly plan at any time.

• How: email support@redpixel.club from the email address of your account and say which plan you want to cancel. We confirm the cancellation by email.
• When it takes effect: at the end of the billing period in which we receive your cancellation (for a yearly plan, the end of the year you have paid for). The plan does not renew, and you are not charged again.
• Your credits: the plan’s credits stay usable until the period ends. Plan credits you haven’t used by then expire, as they do at the end of every period. Credits from packs are not affected: they stay valid for 24 months from the day you bought them.
• No partial refunds: we don’t refund part of a period you have already paid for (for a yearly plan, the rest of the year), unless the law requires it. In the first 14 days of a plan you can withdraw instead and get back the price of the credits you haven’t used.

7.Plan price changes

We may change the price of a plan for a reason we tell you, such as a change in our model providers’ costs or in taxes.

• We email you at least 30 days before the new price applies.
• The new price applies from your first renewal after that notice period. The period you have already paid for is not affected.
• If you don’t want to pay the new price, cancel before it applies. You are not charged the new price.

8.Before you dispute a charge

If something looks wrong with a charge (a failed run, a double charge, or a payment you don’t recognize), please contact us at support@redpixel.club before you dispute it with your bank or card issuer. We can usually fix it faster than a dispute can.

Contacting us first does not limit your right to dispute a charge.

9.Model withdrawal form

You can use this form to withdraw, but you don’t have to (see How to withdraw). Copy it into an email, or print this page, fill in the form and mail it.

Where the form says “the following service”, name the purchase, for example “RED PIXEL credit pack, €26.05, 2,550 credits”, and add the order or receipt number if you have it.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

— To RENDER CAMP Sociedade Unipessoal, Lda (RED PIXEL), Avenida Dom Pedro V, nº 33, 7º Esq, 2795-151 Linda-a-Velha, Portugal, support@redpixel.club:

— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): ……………………………

— Ordered on (*)/received on (*): ……………………………

— Name of consumer(s): ……………………………

— Address of consumer(s): ……………………………

— Signature of consumer(s) (only if this form is notified on paper): ……………………………

— Date: ……………………………

(*) Delete as appropriate.

10.Contact

Questions about refunds, withdrawal or cancellation: support@redpixel.club. Other ways to reach us are on the contact page, and our company details are in the legal notice.

If you are not happy with how we handled your request, you can make a complaint in the Livro de Reclamações (complaints book). As a consumer, you can also take a dispute of up to €5,000 to consumer arbitration, at your choice, for example at CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (www.cniacc.pt). The official list of consumer arbitration centers is at www.consumidor.gov.pt.