Refund & Dispute Policy

Last updated: August 7, 2026

PetMona sells two things: digital, on-demand generated images, and physical prints we ship to your door. Each digital unlock triggers real AI compute cost the moment you buy it, so we handle those a little differently than a typical physical product — shipped prints are covered like any physical product, all the way to your door. Either way, we want you to feel safe paying us, so please read this before opening a dispute with your bank.

When we will refund or restore a digital unlock

  • The generation failed after payment and no usable image was delivered.
  • You were charged more than once for the same order (duplicate charge).
  • The downloaded file is corrupted or does not open.
  • You unlocked the wrong item by mistake and contact us within 24 hours, before downloading the file.
  • The delivered portrait has a clear likeness failure (wrong face or markings) and you contact us within 48 hours — we’ll remake it free or refund.

When we generally do not refund a digital unlock

  • You simply prefer a different artistic style or mood after a successful delivery. Try another style with a free preview or unused unlock when you can; ordinary AI variation is not a refund reason.
  • You changed your mind after downloading and using the file.

Shipped prints — damage, loss, and misprints

Framed and unframed prints are made to order. After payment, we prepare the exact print file for you to confirm. Once you confirm it, an unchanged order that passes file and cost checks can move automatically into production; orders with requested changes or failed checks go to human handling. An unconfirmed version is never sent to print.

The framed-print pilot includes two consolidated change lists; the unframed 8×10 includes exact-file confirmation but no revision rounds. For the framed pilot, a platform-caused eye-colour, coat-marking or similar error does not use a round, and a third list is assessed by a person and is not charged automatically. If we accepted a change requirement but cannot deliver it, you may request cancellation and a full refund while the order has not been sent to the printer. Each request and refund is reviewed by a person; refunds are not automatic, and newly added preferences are assessed separately.

  • It arrived damaged — creased or scuffed paper, a cracked frame or glazing, a dented corner. Send us a photo and we’ll reprint and reship it free, or refund you in full if you’d rather not wait.
  • It never arrived. If tracking has stalled, or the parcel hasn’t reached you 30 days after we shipped it, we treat it as lost and will reprint or refund — your choice.
  • It’s a misprint — wrong crop or orientation, a visible colour shift, streaks or banding, or the wrong artwork altogether. Same remedy: a free reprint, or a full refund if you prefer.

Please report damage or a print defect within 30 days of delivery, and a parcel that never arrived within 30 days of the shipping date. The sooner you write, the easier it is for us to make a carrier claim on your behalf.

You don’t need to send anything back. A photo is enough, and the damaged print is yours to keep.

Email contact@petmona.app with your order number and a photo of the problem — the same instructions printed on the card inside your package. We reply within 2 business days and get a reprint moving as soon as we’ve seen the photo.

We cannot cover a shipping address entered incorrectly at checkout where the parcel was delivered as addressed. Once the approved version has been sent to the printer, cancellation is no longer available. Before submission, contact us about an address change or cancellation and a person will review it; no request is approved automatically.

How to request a refund

Email us at contact@petmona.app with your order ID (from your payment receipt) and a short description of the issue. We aim to respond within 2 business days and resolve most requests within 5 business days.

Please contact us before disputing a charge with your bank

Chargebacks are slower and more limited than a direct refund, and can result in your account access being restricted while the dispute is investigated. If something went wrong, we would much rather fix it directly — please give us a chance to help first.

Processor-level policies

Payments are processed by Stripe. Refunds we approve are issued back to your original payment method through Stripe; timing to appear on your statement depends on your bank, typically 5–10 business days.