SkinPick

Refund Policy

Effective Date: June 1, 2025 · Last Updated: June 1, 2025

1. Overview

SkinPick Premium Plan is a digital content service. AI consulting results are delivered immediately upon payment completion. This Refund Policy outlines the conditions under which refunds may or may not be granted, in compliance with applicable consumer protection laws worldwide, including but not limited to the EU Consumer Rights Directive (2011/83/EU), the Korean Act on Consumer Protection in Electronic Commerce, the UK Consumer Rights Act 2015, the Australian Consumer Law, and the Brazilian Consumer Defense Code (CDC).

2. Cooling-Off Period and Right of Withdrawal

2.1 EU/EEA Users (Consumer Rights Directive)

Under the EU Consumer Rights Directive, you have a 14-day right of withdrawal from the date of purchase. However, by proceeding with the Premium Plan purchase, you explicitly acknowledge and consent that:

  • Digital content delivery begins immediately upon payment.
  • You expressly consent to the immediate performance of the service and acknowledge that you will lose your right of withdrawal once the digital content has been fully provided (Article 16(m)).
  • You were informed of this loss of withdrawal right prior to purchase.

If the digital content has not been delivered, is defective, or does not conform to what was described, your right of withdrawal remains fully intact regardless of consent given.

2.2 UK Users (Consumer Rights Act 2015)

Under the UK Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for a particular purpose, and as described. If the digital content is faulty or not as described, you have the right to a repair, replacement, or refund. The 14-day cooling-off period and digital content waiver rules apply similarly to the EU provisions above.

2.3 Korean Users

Under the Korean Act on Consumer Protection in Electronic Commerce, you may withdraw from a purchase within 7 days of receipt of digital content. However, withdrawal may be restricted for digital goods that have been used or where the value has been substantially consumed, in accordance with Article 17(2).

2.4 Australian Users

Under Australian Consumer Law, our services come with guarantees that cannot be excluded. If there is a major failure with the service, you are entitled to cancel and receive a refund, or receive compensation for the drop in value. For minor failures, you are entitled to have the service re-performed or receive a refund.

2.5 Brazilian Users

Under the Brazilian Consumer Defense Code (CDC), you have a 7-day right of withdrawal (direito de arrependimento) for purchases made online, starting from the date of purchase or receipt of the service, whichever is later.

2.6 Japanese Users

Under the Act on Specified Commercial Transactions, cooling-off rights may apply. However, digital content delivered electronically may be excluded from the cooling-off period where clearly disclosed prior to purchase.

3. Automatic Refund on Service Failure

SkinPick operates an automatic refund system for service failures. If any of the following occurs during the report generation process, a full refund is issued automatically without any action required from the user:

  • AI analysis generation fails due to a system or API error.
  • The generated report content is empty, corrupted, or otherwise undeliverable.
  • Email delivery of the report fails due to a system error.

Automatic refunds are processed immediately through Polar to your original payment method. Depending on your payment provider and financial institution, it may take 5–14 business days for the refund to appear in your account.

4. Email Delivery Policy

Premium analysis reports are automatically delivered to the email address provided during the Polar checkout process. Please note the following:

  • Reports are sent exclusively to the email address entered at the time of payment.
  • It is the user's sole responsibility to ensure the email address entered during checkout is correct and accessible.
  • No refunds will be issued for reports that were successfully generated and sent to the email address provided during checkout, even if the email address was entered incorrectly by the user.
  • SkinPick does not separately collect or verify email addresses outside the payment process.
  • If you do not receive your report, please check your spam/junk folder before contacting support.

5. Eligible Refund Cases

Regardless of your jurisdiction, you may request a refund in the following circumstances:

  • AI analysis results were not delivered due to a technical error, system failure, or service outage.
  • You were charged an incorrect amount, experienced a duplicate charge, or were charged without authorization.
  • The Service was materially unavailable or non-functional after payment for an extended period.
  • The digital content delivered is substantially different from what was described or advertised.
  • The digital content is defective, corrupted, or unreadable.
  • Any other case where a refund is mandated by applicable consumer protection law in your jurisdiction.

6. Non-Refundable Cases

Subject to applicable mandatory consumer protection laws, refunds may not be granted in the following situations:

  • Change of mind after AI analysis results have been successfully delivered and accessed.
  • Subjective dissatisfaction with AI recommendations (results are informational, probabilistic, and for reference only).
  • Inaccurate results caused by incorrect, incomplete, or misleading information provided by the user.
  • Reports successfully generated and delivered to the email address provided by the user during checkout, including cases where the email address was entered incorrectly.
  • Inability to use the Service due to factors outside our control (e.g., your device, internet connection, or browser compatibility).

Note: In jurisdictions where mandatory consumer protection laws provide broader refund rights (e.g., EU, UK, Australia, Brazil), those rights take precedence over the non-refundable cases listed above.

7. Partial Refunds

In certain cases, we may offer a partial refund at our discretion, such as when the Service was partially delivered or when a portion of the AI analysis was completed before a technical failure occurred. Partial refund amounts will be determined on a case-by-case basis, proportional to the service not received.

8. Refund Process

  1. To request a refund, send an email to tpgus5754@gmail.com with the following information: (a) your order/transaction ID; (b) date of purchase; (c) detailed reason for the refund request; and (d) any relevant screenshots or evidence.
  2. We will acknowledge your request within 2 business days of receipt.
  3. We will review your request and issue a final decision within 5 business days of acknowledgment (or sooner if required by applicable law).
  4. Approved refunds will be processed through Polar to your original payment method.
  5. Depending on your payment provider and financial institution, it may take an additional 5–14 business days for the refund to appear in your account.
  6. Refunds are issued in the original currency of the transaction. Exchange rate fluctuations between the purchase date and refund date are beyond our control.

9. Chargebacks and Disputes

If you believe a charge is unauthorized or incorrect, we strongly encourage you to contact us first before filing a chargeback or dispute with your bank or credit card company.

  • We are committed to resolving all disputes promptly, fairly, and in good faith.
  • Filing a chargeback without first contacting us may result in temporary suspension of your access to the Service pending investigation.
  • If a chargeback is resolved in our favor, we reserve the right to recover associated fees and costs.

10. Consumer Rights Preservation

Nothing in this Refund Policy is intended to limit, exclude, or modify any rights you have under the mandatory consumer protection laws of your jurisdiction. Where mandatory local laws provide greater refund or withdrawal rights, those rights shall prevail over any conflicting provision in this policy.

In particular:

  • EU/EEA: Your rights under the Consumer Rights Directive (2011/83/EU) and the Digital Content Directive (2019/770) are fully preserved.
  • UK: Your rights under the Consumer Rights Act 2015 are fully preserved.
  • Australia: Your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) are fully preserved.
  • Brazil: Your rights under the Consumer Defense Code (Lei nº 8.078/1990) are fully preserved.
  • South Korea: Your rights under the Act on Consumer Protection in Electronic Commerce are fully preserved.
  • Japan: Your rights under the Act on Specified Commercial Transactions are fully preserved.

11. Escalation and Regulatory Bodies

If you are not satisfied with our resolution, you may escalate your complaint to the relevant consumer protection authority in your jurisdiction:

  • EU: European Consumer Centre (ECC-Net) or your national consumer protection authority. EU users may also use the Online Dispute Resolution (ODR) platform.
  • UK: Citizens Advice or Trading Standards.
  • South Korea: Korea Consumer Agency (KCA) or the Korea Fair Trade Commission (KFTC).
  • Australia: Australian Competition and Consumer Commission (ACCC) or your state/territory fair trading office.
  • Brazil: PROCON or Consumidor.gov.br.
  • Japan: National Consumer Affairs Center of Japan.

12. Policy Changes

We may update this Refund Policy from time to time. Material changes will be communicated through the Service or via email at least 30 days before taking effect. Changes will not apply retroactively to purchases made before the effective date of the updated policy.

13. Contact Us

For refund inquiries, please contact us:

We aim to respond to all refund inquiries within 2 business days.