Refund Policy — EZ Character
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Refund Policy

Last updated: July 2026

This Refund Policy explains how refunds work for EZ Character ("we", "us", or "our") at ezcharacter.com. It applies to credit packs and subscriptions purchased through our service. Please read it alongside our Terms of Service.

Payments & Merchant of Record

Our order process and payments are handled by our online reseller and Merchant of Record, Paddle.com, which manages customer service enquiries and processes refunds on our behalf. Paddle (or "Paddle.net") will appear on your card or bank statement. Purchases are charged in the currency shown at checkout; applicable sales tax or VAT is calculated and collected by Paddle.

What You're Buying

EZ Character sells digital products that are delivered and consumed electronically:

  • Credit packs — a one-time balance of credits used to generate and edit images. Credits are added to your account immediately after payment and never expire.
  • Subscriptions — recurring monthly access to paid features and a monthly credit allowance, billed until you cancel.

Because these are digital goods delivered instantly, they are generally non-refundable once purchased and used, except as described below or where a refund is required by law.

14-Day Right of Withdrawal (EU / UK)

If you are a consumer in the EU or UK, you normally have 14 days to withdraw from a purchase of digital content. However, by starting to use the service — generating or editing an image, or otherwise consuming credits — before the 14 days end, you expressly request immediate performance and acknowledge that you lose the right of withdrawal for the portion consumed. Unused, unconsumed purchases within the 14-day window can still be refunded on request.

Credit Packs

  • Unused credits — if you have not used any credits from a pack, you may request a full refund of that pack within 14 days of purchase.
  • Partially used credits — once credits from a pack have been used, that pack is generally non-refundable, as the service has been delivered. We may, at our discretion, refund the unused portion in cases of genuine error or a service fault.
  • Failed generations — if a generation fails or delivers fewer images than charged for, the credits for the undelivered images are automatically returned to your balance. No action is needed; you are only charged for images actually delivered.

Subscriptions

  • You may cancel at any time from your account or the customer portal. Cancellation stops future renewals; your access and remaining monthly allowance continue until the end of the current billing period.
  • We do not provide refunds for partial subscription periods once a billing period has begun and the service has been available to you.
  • If you were charged after cancelling, were double-charged, or believe a renewal was billed in error, contact us and we will investigate and refund incorrect charges.

Discretionary & Good-Faith Refunds

We want you to be happy with EZ Character. If something went wrong — a persistent technical fault, a billing mistake, or a charge you don't recognise — contact us within 30 days of the charge and we'll make it right, up to and including a full refund at our reasonable discretion. Nothing in this policy limits any refund rights you have under applicable consumer law.

Non-Refundable Situations

  • Credits that have already been used to generate or edit images.
  • Elapsed subscription periods during which the service was available to you.
  • Dissatisfaction with the artistic result of an AI generation, where the service functioned as intended (AI output is inherently variable — please try the free tier before purchasing).
  • Accounts terminated for violating our Terms of Service (e.g., prohibited content).

How to Request a Refund

Email support@ezcharacter.com from the address on your account, including your order or receipt details (Paddle sends a receipt by email after each purchase). You can also reply to any Paddle receipt or contact Paddle directly. We aim to respond within 2 business days; approved refunds are returned to your original payment method by Paddle, typically within 5–10 business days.

Chargebacks

If you have an issue with a charge, please contact us first — we can usually resolve it faster than a bank dispute. Filing a chargeback without contacting us may result in your account being suspended pending review.

Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated date and, where required, notified by email. The version in effect at the time of your purchase applies to that purchase.

Contact

Questions about refunds or billing? Email us at support@ezcharacter.com.

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