Refund Policy

Last updated: 19.11.2025

This Refund Policy describes when and how EvoScale Company Limited ("we", "us", "our") may issue refunds for payments made for Visage AI Bot (the "Service").

1. Digital nature of the Service

Visage AI Bot provides digital content and online services only. Once the payment is completed, you receive:

• Access to image generation credits (packages);
• Access to your AI avatar while storage is active;
• Digital images generated by the Service.

Because our products are digital and can be used immediately, we generally do not offer refunds simply for change of mind or if you decide not to use the Service.

2. Cases when refunds may be granted

We may provide a refund in the following situations:

• Duplicate payment: You were charged twice for the same package or subscription.
• Technical error: A technical problem on our side or payment processor's side prevented you from using the purchased package.
• Incorrect charge: You were charged an amount different from the advertised price due to our mistake.

3. Cases when refunds are not available

Refunds are generally not provided in the following cases:

• You changed your mind after successful purchase;
• You used the Service but did not like the artistic result;
• You did not follow our guidelines (e.g., low-quality photos) and the result quality suffered;
• You violated our Terms of Use or used the Service in an abusive or illegal way.

4. Timeframe for requesting a refund

If you believe you are eligible for a refund, please contact us within 7 days from the date of the transaction and include:

• Date of payment;
• Amount paid and currency;
• Payment method and last 4 digits of your card (if applicable);
• Screenshot or copy of the receipt or email, that was stated in payment processor's form;
• A short explanation of the issue.

You can reach us at: support@visage-ai.com.

5. Processing refunds

If we approve your refund request, we will process the refund through payment system to the original payment method used for the purchase. The time it takes for the funds to appear on your account may vary depending on your bank or card issuer (usually 3–7 business days).

6. Subscription cancellations

Subscription fees (for storage) are billed in advance for the upcoming period. You may cancel your subscription at any time as described in our Subscription & Billing Policy. Generally, we do not refund partial subscription periods that have already started, except where required by law or in exceptional circumstances.

7. Chargebacks

If you initiate a chargeback through your bank or card issuer, we may suspend or terminate your access to the Service while we investigate. We recommend contacting us first so we can try to resolve the issue directly.

8. Changes to this Refund Policy

We may update this Refund Policy from time to time. The latest version will always be available on this page with the "Last updated" date. Your continued use of the Service after changes means you accept the updated policy.

9. Contact us

If you have any questions about refunds, please contact us:

• Email: support@visage-ai.com
• Telegram: @visage_support
• Address: Unit 04-05, 16th Floor, The Broadway, No 54-62 Lockhart Road, Wanchai, Hong Kong