Cancellation & Refund Policy
9CUES LIMITED, a company registered in England and Wales, company number 17462592, trading as PoseChapter.
Registered office and postal contact: 124 City Road, London, United Kingdom, EC1V 2NX.
Email: support@posechapter.com. Our service and contract language is English.
This policy applies to PoseChapter's one-off credit packs and forms part of the Terms. It does not limit remedies that consumer law gives you.
Google Play purchases
For an Android purchase, include your Google Play order reference when contacting support. You can also use Google Play’s refund process. Available Google procedures depend on your location and purchase circumstances. This does not remove the rights or remedies promised below; contact us if you need help with an undelivered purchase, cancellation or defective service.
1. Your 14-day cancellation right
You may cancel a pack purchase by telling us within 14 days after the day the purchase contract is made. At launch, we preserve this right even if you ask us to make credits available immediately or have already generated or downloaded images. We do not treat use of one image as a waiver for the whole pack, and we do not deduct generation costs from a cancellation refund within this period.
For a valid cancellation within this period, we refund the full amount paid for that pack, less any refund already made for the same purchase, and remove its remaining credits. Stop using that pack once you ask to cancel. We may pause new generation while we reconcile its credit balance; unrelated purchases remain yours. Genuine cancellation or defect reports do not automatically justify a permanent ban. Proven fraudulent conduct may be addressed under the Terms, without removing mandatory rights.
This is a deliberately consumer-friendly launch policy. We are not asking you to waive the statutory cooling-off period. If the law gives you a longer cancellation period because required information was not supplied, that longer period still applies.
2. How to cancel
Email support@posechapter.com or write to the address above. A clear statement is enough; you do not have to use a form or give a reason. Include your account email and order reference if available. Keep a copy of the message. Sending your cancellation before the deadline is sufficient; you do not need to wait for our response.
To: 9CUES LIMITED, 124 City Road, London, United Kingdom, EC1V 2NX; support@posechapter.com.
I give notice that I cancel my contract for the following PoseChapter credit pack: [pack/order reference].
Ordered on: [date].
Name: [name].
Address: [address].
Account email: [email].
Date: [date].
Signature: [only if sent on paper].
3. Technical failures and missing credits
A confirmed failed generation returns its generation credit. If the outcome is uncertain, we investigate rather than automatically sending another paid request. If we cannot supply the image, we return the reserved credit or provide another remedy required by law. If payment was taken but credits were not supplied, we will investigate and deliver them or refund the affected purchase. Contact us promptly about duplicate or unauthorised charges; you can also contact your payment provider.
4. Defective images
Report material problems such as missing body parts, severely distorted anatomy, a substantially wrong likeness despite suitable references, or an output that fails to match the advertised specification. Use “Report a problem” on the image or email the image/order reference and a short explanation. You do not need to post your face publicly or send sensitive documents to make a complaint.
We will assess the issue fairly. Where appropriate, we will offer a replacement image or credit without additional cost and within a reasonable time. You are not required to accept a replacement credit instead of a cash remedy to which you are legally entitled. Where repair or replacement is impossible, unsuccessful, unduly delayed or causes significant inconvenience, a price reduction or refund may be due. We assess the affected output or purchase and apply the relevant statutory remedy; submitting a report does not automatically issue a refund.
Minor variation inherent in a clearly described creative AI service, or simply preferring another outfit or background, does not necessarily make an image defective. This distinction never limits your cancellation right above or rights arising from misleading descriptions.
5. After the cancellation period
Unused credits do not automatically qualify for a change-of-mind refund after the cancellation period, but you may ask us to consider exceptional circumstances. Rights relating to faulty content, undelivered services, misdescription or other legal entitlements continue. If we close the service or cannot honour unused paid credits, the unused-credit refund provisions in the Terms apply.
6. Refund method and timing
Cancellation refunds are made without undue delay and no later than 14 days after we are told of a valid cancellation. For other agreed refunds we will comply with the applicable legal deadline. We use the original payment method unless you expressly agree otherwise, and do not charge a refund administration fee. Your bank may take additional processing time and may apply its own exchange rate; we refund the amount due in the purchase currency. A refunded credit balance is adjusted to prevent the same purchase being used twice.
Account deletion alone is not a refund request. You can still contact us about a purchase after deletion. We may reasonably verify your connection to the order but will not demand unnecessary identity documents.