48-hour quality refund
Request a full refund within 48 hours after your paid result set becomes available if the previews are unusable (for example, materially distorted or corrupted) or show no visible change from your uploaded photo. The window starts when the complete paid set is available, not when you pay.
This voluntary quality promise does not cover simply changing your mind or preferring a different aesthetic when the selected previews were delivered and are usable. Previews are approximate visual edits, not predictions of a medical outcome.
Failed delivery and duplicate charges
If a technical failure prevents delivery of or access to your paid results, you can request a full refund. If you were charged more than once for the same purchase, we will refund the duplicate charge. These requests are not subject to the 48-hour quality window.
How to request a refund
Email [email protected] with your purchase email, payment date, receipt or order reference if available, and a brief description of the problem. You do not need to email your photos or card details.
We aim to review requests within 3 business days. Approved refunds are issued to the original payment method; your bank or payment provider typically takes a further 5–10 business days to show the credit. Any legally required refund deadline takes precedence.
Your statutory rights
This policy adds to, and does not limit, any mandatory consumer rights, including remedies for faulty or undelivered digital content. The 48-hour quality window does not limit statutory complaints.
EU/EEA consumers generally have a 14-day right to withdraw from an online purchase. We do not treat viewing or downloading your LookPrep results as, by itself, a waiver of that right. To exercise an applicable withdrawal right, email us with a clear statement that you wish to withdraw and details identifying your purchase; no special form or reason is required.
For a valid statutory withdrawal, we issue the refund without undue delay and within 14 days after receiving your withdrawal notice, using the original payment method without a refund fee.
Questions
Find our business details and support options on Contact & support, or read the Terms.