Refund and Return Policy

This policy is issued by Picasso IA, a company legally established in Spain. For refund inquiries, please contact us at: team@picassoia.com

1. Introduction and Scope of Application

This Refund and Return Policy (hereinafter, "Refund Policy") establishes the conditions, procedures, and deadlines applicable to refund requests for services contracted on Picasso IA (picassoia.com).

This policy applies to all users who have made payments for subscriptions, credit packages, or any other paid service offered on our platform. By making a purchase on Picasso IA, the user expressly accepts the terms contained in this policy.

This policy complies with Spanish consumer and user regulations, including Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users, as well as Directive 2011/83/EU on consumer rights.

2. Nature of the Digital Service

Picasso IA offers digital content generation services through artificial intelligence. It is important that the user understands that:

• Digital content: The services consist of providing digital content that is not supplied on a tangible medium (images, videos, 3D models generated by AI).
• Immediate execution: The provision of the service begins immediately after payment confirmation, allowing the user to access the contracted functionalities instantly.
• Resource consumption: Each content generation consumes significant computational resources that cannot be recovered once used.
• Variable results: The results generated by artificial intelligence models may vary depending on the parameters entered by the user and the inherent characteristics of AI algorithms.

3. Right of Withdrawal

In accordance with Article 103 of Royal Legislative Decree 1/2007 and Directive 2011/83/EU, we inform you that the right of withdrawal will not be applicable to contracts concerning:

• The supply of digital content that is not supplied on a tangible medium when execution has begun with the prior express consent of the consumer and user with their acknowledgment that as a consequence they lose their right of withdrawal.
• The provision of services, once the service has been fully executed, when execution has begun, with the prior express consent of the consumer and with their acknowledgment that they are aware that, once the contract has been fully executed by the trader, they will have lost their right of withdrawal.

Important: By confirming your purchase and beginning to use our services, the user expressly accepts that the execution of the contract begins immediately and acknowledges that they lose their right of withdrawal once the provision of the service or the supply of digital content has begun.

4. Cases in Which Refund is Applicable

Notwithstanding the foregoing, Picasso IA commits to evaluating and processing refunds in the following exceptional situations:

5. Cases in Which Refund is NOT Applicable

The user acknowledges and accepts that refunds will NOT be granted in the following circumstances:

• Partial use of service: When the user has partially or fully used the credits or functionalities included in their subscription.
• Subjective dissatisfaction: When the request is based on dissatisfaction with the results generated by AI models, as these depend on multiple factors including the prompts entered by the user.
• Change of mind: When the user has simply changed their mind about the purchase made after the service has been activated.
• User errors: When the service does not work correctly due to errors, negligence, or non-compliance with the terms of use by the user.
• Suspension for non-compliance: When the user's account has been suspended or canceled for violation of our Terms and Conditions.
• User connectivity issues: When access problems to the service are due to the user's internet connection, hardware, or software.
• Promotions and offers: Services acquired during special promotions, limited-time offers, or with significant discounts may be subject to more restrictive refund policies, which will be indicated at the time of purchase.

6. Procedure to Request a Refund

To request a refund, the user must follow the following procedure:

7. Deadlines to Request Refund

Refund requests must be made within the following deadlines:

• Duplicate or erroneous charges: Within 30 calendar days following the transaction date.
• Technical errors: Within 14 calendar days following the detection of the problem, provided it was initially reported to our support team.
• Activation failure: Within 7 calendar days following the payment date.
• Other cases: Within 14 calendar days following the transaction date.

Requests submitted outside these deadlines will be evaluated on a case-by-case basis, but Picasso IA reserves the right to deny them.

8. Refund Method

Approved refunds will be processed as follows:

• The refund will be made using the same payment method that was used for the original transaction, whenever technically possible.
• In exceptional cases where it is not possible to use the original payment method, an alternative method will be agreed upon with the user.
• The time for the refund to be credited to the user's account will depend on the payment processor and the banking entity, and may vary between 5 and 14 business days.
• Picasso IA is not responsible for the processing times of third parties (banks, payment processors, etc.).

9. Subscription Cancellations

Users with active subscriptions can cancel their subscription at any time from their account settings. Regarding cancellations:

• The cancellation will be effective at the end of the current billing period. The user will maintain access to their plan's functionalities until the end of said period.
• No prorated refunds will be made for the unused time of the current subscription period.
• Credits not used at the time of cancellation will not be refundable or transferable, and will expire according to the terms of the contracted plan.
• After cancellation, the account will automatically switch to the free plan with corresponding limitations.

10. Disputes and Chargebacks

Before initiating a dispute or chargeback through your bank or payment provider, we strongly urge you to contact our support team. We are committed to resolving any issue fairly and efficiently.

The submission of fraudulent or unjustified chargebacks may result in immediate suspension of the user's account and prohibition from using our services in the future.

11. Modifications to this Policy

Picasso IA reserves the right to modify this Refund Policy at any time. Modifications will take effect at the time of their publication on the Website. Users are advised to periodically review this policy to stay informed of any changes.

Refund requests will be governed by the version of the policy in effect at the time of the original transaction.

12. Contact for Refunds

For any inquiries related to refunds, cancellations, or this policy, you may contact our support team at: team@picassoia.com

Business hours: Monday to Friday, 9:00 AM - 6:00 PM (CET). Requests received outside these hours will be handled on the next business day.