The free snapshot
The Free Snapshot costs nothing, so there is nothing to refund. You can stop there and owe us nothing.
Your right to change your mind
As a consumer buying online in the EU you normally have 14 days to withdraw from a purchase without giving a reason. An exception can apply to digital content supplied before that period ends, but only if the applicable legal conditions are met.
How that works when you buy
Your right of withdrawal does not disappear just because an output is personalised or delivered quickly. Where the digital-content exception applies, it requires your prior express consent to begin supply during the withdrawal period, your acknowledgement that this ends your withdrawal right, and confirmation of the contract and those choices on a durable medium, such as email.
If these conditions have not been met, we do not rely on that exception. Agreeing to general terms alone is not enough. Your statutory rights concerning faulty or non-conforming products remain unaffected.
So, when do you get your money back?
- Before generation starts: a full refund, no questions asked. Email us and if the work has not begun we will refund it.
- After delivery: the digital-content exception applies only where all the conditions described above have been met.
- If the exception does not apply: you retain your applicable statutory withdrawal rights, even after delivery.
- If what you received is faulty or not what was described: your statutory rights are untouched. Tell us and we will fix it, redo it, or refund it. A refund on those grounds does not depend on the 14 days.
- If we never deliver: a full refund.
Outside your applicable withdrawal and statutory rights, we do not offer an additional refund solely because a direction, a name or a logo route was not to your taste. That is a judgement call you are paying for, and the worked example is published so you can see exactly what the outputs look like before you buy.
The upgrade
If you upgrade from Look Real to Brand System you pay the difference. Refunding a Brand System upgrade does not refund the Look Real purchase underneath it.
Expert Support
Expert Support is scoped and quoted before any work starts, so you know the price in advance. Cancellation and rescheduling terms are agreed case-by-case in the written quote before payment. Any terms agreed with you remain subject to your statutory consumer rights.
How to ask
Email hello@rectobrand.com with your order reference and what went wrong. Where a refund is due we pay it to the original payment method within the applicable legal deadline; for a valid consumer withdrawal, no later than 14 days after being informed of your decision, and it costs you nothing.