Ask us first
Contact support with the account email, Stripe receipt reference and a description of the issue. Do not attach the source image. Pacyra can inspect grant and payment records but cannot retrieve local artwork.
Failed photo unlocks
A credit is consumed when the server issues the photo pass at generation. Repeating an idempotent request, regenerating the same photograph or downloading another permitted format during the active pass does not consume again. Support may restore a pass or issue a compensating credit when records substantiate a technical failure.
Credit packs
Purchased credits expire one year after purchase. Where a refund is required or approved, remaining unused pack credits are removed with an append-only compensating ledger entry. Used credits are reviewed rather than forcing a hidden negative balance.
Printed canvases
At any time before an order goes into production, write to support with the order number and it is cancelled and refunded in full, postage included. Your orders page says In production from the moment the printing partner is paid to make the canvas, and until it says that nothing has been printed and nothing is held back.
Once the order goes into production it can no longer be cancelled because you changed your mind. The canvas is manufactured to your own design and to nobody else's, which is the exemption in Article 16(c) of Directive 2011/83/EU and in Article VI.53, 9° of the Belgian Code of Economic Law. That exemption is about changing your mind and about nothing else.
A canvas that arrives damaged, faulty, incomplete or not what was ordered is put right. Write to support with the order number and photographs of the canvas and its packaging, and we replace it or refund it. Photographs of what arrived are what we need here, and your source photograph is still not something to send us. The legal guarantee of conformity applies in full and nothing on this page shortens it.
A refund is paid through Stripe to the card or method that paid for the order, and never as a credit or a voucher unless you ask for one. Part of an order can be refunded on its own, for example where a fault is real and you would rather keep the canvas than have it replaced. Every refund, whole or partial, is recorded against the order.
Disputes and chargebacks
A dispute may temporarily restrict new Credit Pack purchases while it is reviewed. Pacyra does not delete user data or local creations as punishment. Every manual financial adjustment is audited.
Processing time
Approved refunds are submitted to Stripe promptly. Bank processing time depends on the payment method. Email delivery never determines whether the database refund or credit correction succeeded.