Refund Policy

Product DIY uses a prepaid credit system. To ensure fairness, we have established the following refund policy.

1. Refund Eligibility

Eligible for a refund:

• No credits have been used after top-up, and a refund request is submitted within 7 days of purchase
• Credits were incorrectly deducted due to a platform technical issue
• Payment was successful but credits were not received (system error)

Not eligible for a refund:

• Credits have been partially or fully used
• More than 7 days have passed since purchase
• Free credits (the 5 credits given upon registration)
• Accounts banned for violating the Terms of Service
• Credits used on features marked as "Beta" — Beta features are experimental and results are not guaranteed
• Poor results caused by low-quality uploads (e.g. blurry images, poor lighting, cluttered backgrounds, obstructed products, or non-standard product photos)
• Results that don't match expectations due to unclear, ambiguous, or overly complex text descriptions that exceed the AI model's capabilities
• Unexpected results caused by selecting incompatible or mismatched generation settings — users are responsible for choosing appropriate options for their product type

2. Handling AI Generation Failures

• If a technical error occurs during AI generation, the system will automatically refund credits to your account
• If generation succeeds but you are unsatisfied with the result, credits will not be refunded — each generation consumes server computing resources, and the cost is incurred regardless of satisfaction
• AI generation quality depends on upload quality, text description accuracy, and other factors. Please ensure you upload clear product images and provide specific descriptions
• We recommend trying the service with your free credits first before purchasing

3. Refund Process

1. Send an email to support@page-diy.com with the subject line "Refund Request"
2. Please include in your email:
   • Registered email address
   • User ID (the 8-character code shown on your Dashboard)
   • Top-up date and amount
   • Reason for refund
   • If related to generation quality, please provide the generation record ID (available on the History page)
3. We will review your request and respond within 3 business days
4. Once approved, the refund will be returned to your original payment method within 5–10 business days

4. Refund Amount

• Eligible refunds will be issued for the full purchase amount
• Processing fees charged by the payment platform (if any) may not be refundable
• Refunds are settled in Malaysian Ringgit (MYR)

5. Special Circumstances

If you encounter a situation not covered above, please contact our support team. We will handle each case on its merits, always striving to be fair and reasonable with every user.

6. Contact Us

For refund-related inquiries, please contact: support@page-diy.com

Our goal is to ensure every user is satisfied with our service. If you encounter any issues, please don't hesitate to reach out.