Refund Policy
PhotoSketch AI (https://photosketchai.com)
Last updated: 2026-08-06 (version 1.2)
The short version
You see the exact watermarked preview of your page before you pay, and your file is delivered the moment payment completes. Because of that, we do not offer change-of-mind refunds on a page you have already downloaded. Credits you have bought and not spent are different: nothing has been supplied yet, so you can still change your mind. Printed books are different again, because they arrive in the post: you have 14 days from the day your book arrives to change your mind. If we fail to deliver your file, you get a full refund. If your file is faulty, we fix it or refund you. You can cancel a new subscription within 14 days. Your statutory rights are never affected.
Before you buy
The free watermarked preview is the exact page you will receive, minus the watermark. Please look at it properly before paying. If you are not happy with how a preview turned out, simply do not buy it: previews cost nothing.
If we do not deliver your file
If you pay and your file does not arrive on the download page, contact us at support@photosketchai.com with the email address you used at checkout or your Stripe payment reference. If we cannot deliver your file, we will refund you in full.
If your file is faulty
If your file is corrupt, incomplete, or otherwise not what the preview showed (for example, it will not open or print properly), contact us at support@photosketchai.com as soon as you notice. We will either supply a corrected file or refund you in full, whichever you prefer, within 14 days of your contact. Under the Consumer Rights Act 2015, digital content must be as described, of satisfactory quality and fit for purpose; this section is how we honour that.
Change of mind: a page you have already downloaded
We do not offer refunds on delivered files where the file is exactly what the preview showed and works properly.
This is because digital content is supplied immediately: at checkout you expressly consent to immediate supply and acknowledge that you lose the usual 14-day cancellation right once the file is supplied, as the Consumer Contracts Regulations 2013 allow. You will have seen the exact preview before paying, so there are no surprises about what you are buying.
Change of mind: credits you have not spent
This is different, and more generous, because it has to be.
A credit is not a file. It is money you have paid us in advance for a page you have not asked for yet. One credit unlocks one page, and it is only charged when you download, never when you generate a preview. So while a credit is sitting unspent in your account, we have supplied you nothing.
That means the reasoning above does not apply to it. If you change your mind within 14 days of buying credits, we will refund every credit you have not spent. Credits you have already spent to unlock a page are not refundable, because that page was supplied to you.
Email support@photosketchai.com and tell us you want to cancel. We will refund the unspent credits to your original payment method within 14 days.
Credits do not expire while your account is open, so there is no rush to spend them.
Subscriptions
Our subscription is £19.99 a month for 20 credits, and it renews automatically until you cancel.
Cancelling. You can cancel at any time from your account or by emailing us. Cancellation takes effect at the end of the month you have already paid for. You keep the service and any credits already in your account until then, and we take no further payment. We never take back credits you have already been given.
Changing your mind about a new subscription. You can cancel a new subscription within 14 days of taking it out:
- if you have spent none of that month's credits, we refund the payment in full;
- if you have spent some, we refund the part representing the credits you have not spent.
This applies to a new subscription rather than to each automatic monthly renewal of one you already have. Once you have been with us for more than 14 days, cancelling stops the next payment rather than refunding the current one.
If a payment fails, your subscription does not end straight away: our payment provider retries it and we keep your service running while it does. If it ultimately fails, the subscription ends and the credits you already have stay yours.
If you close your account
If you ask us to delete your account and you still hold credits you paid for, tell us at support@photosketchai.com and we will refund the unspent ones before we close it. We do not refund credits we gave you free, such as the credit that comes with a new account, because you did not pay for those.
If you hold a live subscription, please cancel it before asking us to delete your account, and contact us so we can confirm both have been done.
Free previews
Previews are free, so there is nothing to refund. If you hit the daily preview limit, you can come back the next day.
Printed colouring books
A printed book is a physical product, so different rules apply to it than to a download. This section covers only printed books.
How your book is made
Your book is printed for you after you order it. It does not exist beforehand. The pages are drawn from the photographs you chose, printed, bound and posted to you, and the finished book is of no use to anyone else.
If your book does not arrive
If your book has not arrived within 30 days of your order, contact us at support@photosketchai.com with your order reference. We will find out what has happened. If it has been lost, we will reprint and resend it at our cost, or refund you in full if you would rather. The choice is yours.
Risk stays with us until the book is delivered to you. If it goes missing on the way, that is our problem to solve, not yours.
If your book arrives damaged or faulty
Contact us at support@photosketchai.com within 30 days of delivery, with a photograph of the problem if you can. This covers a book that arrives damaged in the post, is bound wrongly, has pages missing or out of order, or is printed badly.
We will reprint and resend it at our cost, or refund you in full, whichever you prefer. You will not be asked to return the damaged book, and you will never be charged postage for our mistake.
Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose. This section is how we honour that, and it applies whatever else this policy says.
If we got it wrong
If the book we sent does not match what you ordered, for example the wrong photographs, the wrong size, or the wrong number of pages, that is our error. Tell us and we will reprint it correctly at our cost or refund you in full.
Changing your mind
You have 14 days from the day your book arrives to change your mind, for any reason at all.
We could take a narrower view. The law lets us: a book printed from your own photographs is a personalised product, and the usual cancellation right does not have to apply to it. We have decided not to rely on that, because you should be able to see the thing before you commit to keeping it.
To cancel, email support@photosketchai.com within 14 days of delivery and tell us. You do not have to give a reason.
Returning it. You do not need to send the book back. It is personalised, so it is no use to us. Please keep it, or recycle it if you would rather. You will not be charged a return postage fee.
Your refund. We will refund what you paid, including the standard delivery charge, within 14 days of you telling us. It goes back to the card you paid with.
If you ordered more than one book and want to cancel only some of them, tell us which and we will refund those.
Delivery
We email you as soon as your book is posted. If we cannot deliver within 30 days of your order, and we have not agreed a longer time with you, you may cancel and we will refund you in full.
Please check your address carefully at checkout. If a book is returned to us because the address was wrong or incomplete, we will contact you and resend it once you have given us the correct address. We may ask you to cover the postage for the second attempt, because the first one was not wasted by us. If a book is lost because the address was wrong, we cannot always recover it.
Books and your statutory rights
Nothing in this section reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
How refunds are paid
Refunds go back to the payment method you used, via Stripe. Once we agree a refund, we process it promptly, and in any event within 14 days. Depending on your bank, it may take a few days more to appear on your statement.
Your statutory rights
Nothing in this policy reduces your legal rights as a consumer under the law of England and Wales, including the Consumer Rights Act 2015. If you are unhappy with how we have handled a refund request, you can contact us again at support@photosketchai.com, and you always retain the right to take the matter further.
Contact
COLEAI LIMITED (trading as PhotoSketch AI) Email: support@photosketchai.com