Art Persona · Refund Policy · v1.0 · Effective 30 July 2026
| Field | Value |
| Operator | GromeFeet OÜ |
| Company number | 17348635 |
| Registered office | Pärnu mnt 12, Kesklinna linnaosa, 10148 Tallinn, Harju maakond |
| Trading name / brand | Art Persona |
| Website | https://art-persona.com |
| Contact email | info@art-persona.com |
| Support / complaints | info@art-persona.com (Monday-Friday, 09:00-17:00 Estonia time, excluding public holidays) |
| Governing law | Estonia, subject to mandatory consumer protections |
| Document version | v1.0 |
| Effective date | 30 July 2026 |
| Important: Custom avatars are personalised digital content and are normally final once compliant production begins or delivery occurs. Refunds and other remedies remain available for non-delivery, material defect, material mismatch, duplicate or unauthorised payment, and any non-waivable statutory right. |
1. Introduction and scope
This policy applies to payments made directly to GromeFeet OÜ for custom avatar production, delivery and related digital services. It distinguishes discretionary customer-care remedies from rights that apply by law. It does not reduce any mandatory right concerning non-delivery, lack of conformity, unauthorised payment or an ineffective withdrawal waiver.
2. Company details and contact
Refund requests are handled by Art Persona support at info@art-persona.com. The customer should use the same email address as the Order, quote the order and payment reference and avoid sending full card numbers. Requests sent outside business hours are treated as received on the next business day.
3. General position on digital-content refunds
A custom avatar is personalised digital content produced for a particular customer and is normally non-refundable once compliant production has begun or the Output has been delivered. This position reflects the irreversible allocation of creative and computing resources, but it does not apply where the law requires a remedy or the Service materially failed to supply what was agreed.
4. Transactions that may qualify
A refund, replacement, correction or price reduction may be available for confirmed non-delivery, a material technical defect, an Output that materially departs from the paid specification, duplicate or incorrect charging, an unauthorised transaction, cancellation accepted before production begins, or another circumstance where mandatory consumer law requires a remedy.
Approved refunds are reconciled to the original transaction and linked to any resulting change in hosted access or licence status.
5. Transactions normally not eligible
Refunds are normally unavailable for a change of mind after immediate personalised production begins, subjective dissatisfaction where the Output conforms to the selected style and instructions, poor results caused by unsuitable source images, minor variations inherent in creative or algorithmic generation, failure to read compatibility requirements, or misuse after successful delivery.
Non-waivable statutory remedies and card-scheme rights remain available.
6. Timing of requests
Commercial refund requests should be submitted within fourteen calendar days after delivery or after the customer first becomes aware of a payment issue. Delayed requests are still considered where law requires or where the customer could not reasonably identify the issue earlier. Unauthorised payments should also be reported to the issuing bank without delay.
7. Information we may request
Art Persona may request the order number, payer name, date, amount, last four card digits, screenshots, affected files, source images, device details, correspondence and a concise explanation of the requested outcome. Information must be proportionate to the issue; customers should redact unrelated personal or financial data.
8. Investigation process and service standards
Art Persona aims to acknowledge a complete request within two business days, conduct the initial technical or payment review within five business days and issue a decision within ten business days. A complex rights, fraud or processor investigation may take longer, in which case the customer will receive a status update and a revised reasonable date.
Where correction is feasible, the customer receives a clear timetable; failure to correct within a reasonable period can trigger another available remedy.
| Stage | Focus | Indicative timing | Output |
| Intake and acknowledgement | Verify Order, issue and requested remedy | Within 2 business days | Case reference and any information request |
| Technical or payment review | Check specification, files, logs, transaction and communications | Normally within 5 business days | Evidence summary and proposed resolution |
| Decision | Apply contract, policy and mandatory law | Normally within 10 business days of complete request | Reasoned approval, alternative remedy or refusal |
| Refund instruction | Send approved credit to original method | Within 5 business days after approval | Provider refund reference |
| Issuer posting | Card or bank posts the credit | Typically 5-10 business days after instruction | Visible statement credit, subject to issuer timing |
9. Types of outcome
The outcome may be guidance, renewed access, redelivery, correction, one reasonable revision, replacement Output, partial refund, full refund, reversal of a duplicate charge, refusal with reasons, or referral to the payment provider. The selected remedy takes account of severity, feasibility, prior revisions, customer contribution and mandatory law.
10. Delivery failure and technical defect
If Art Persona cannot establish that functioning access was made available, it will ordinarily redeliver or restore access before refusing a refund. A defect is material when it prevents ordinary use or causes substantial non-conformity with the package. Device-specific display differences or a temporary email-filter issue are not, by themselves, proof that the digital content was not supplied.
A customer is not required to accept repeated correction where law permits termination or price reduction.
11. Duplicate, incorrect or misapplied charges
A duplicate charge is investigated against order IDs, authorisation references and settlement records. A confirmed unintended duplicate is refunded to the original method. If a payment was applied to the wrong Order or amount, Art Persona may correct the allocation or refund the excess without cancelling a valid, separately authorised purchase.
12. Unauthorised transactions and fraud
A customer who does not recognise ART PERSONA on a statement should first check whether a household member or authorised user placed the Order, then contact Art Persona and the issuer promptly. Art Persona may suspend delivery, preserve evidence and cooperate with the payment provider. It will not require a customer to waive statutory or card-scheme protections as a condition of investigation.
Technical conformity, delivery evidence and payment status are reviewed separately before a final remedy is selected.
13. Relationship with chargebacks and disputes
Customers are encouraged to contact Art Persona before starting a chargeback when the issue can reasonably be resolved directly. The request should include the order reference, disputed amount and issue. Art Persona will investigate, respond with an outcome or status, and may provide transaction, consent and fulfilment evidence to the acquirer if a scheme dispute proceeds. A chargeback does not create an automatic right to retain the refunded Output.
14. Effect of a refund on Output and accounts
A full refund terminates the licence to the refunded Output and permits Art Persona to remove hosted access, cancel pending revisions and delete production files subject to legal retention. The customer must stop using and delete refunded copies. A partial refund may preserve a limited licence consistent with the settlement terms. Account access unrelated to the dispute is not automatically cancelled.
15. Taxes, fees, currency and processing
Refunds are initiated in euros to the original payment method. Art Persona refunds the amount it actually received or the amount required by law, including applicable tax treatment. Exchange-rate differences, issuer fees and bank processing are outside Art Persona’s control. After initiation, most refunds appear within five to ten business days, although some providers take longer.
Non-waivable statutory remedies and card-scheme rights remain available.
16. Cancellation and statutory rights
Order cancellation is governed by the Cancellation Policy. European consumers may have a fourteen-day withdrawal right, but immediate supply of personalised digital content can lawfully begin only with the required request, consent and acknowledgement, and the right may then be lost to the extent permitted by law. Failure to obtain those steps preserves the consumer’s legal position.
A request should identify the Order, affected Output, issue, supporting evidence and preferred remedy so the case can be triaged correctly.
17. Abuse and repetitive claims
Art Persona may refuse discretionary refunds, require stronger verification or restrict future Orders where claims are materially false, repetitive, coordinated, abusive or linked to use of the Output after asserting non-delivery. This does not prevent a genuine customer from pursuing a statutory remedy, reporting fraud or using a card-scheme process in good faith.
18. Changes to this policy
Changes apply prospectively to new Orders unless a legal requirement applies sooner. The refund terms presented at checkout remain relevant to the Order, while updated procedures may be used where they are more favourable or operationally necessary. Material changes will not remove an accrued mandatory right.
19. Contact and escalation
A customer dissatisfied with the initial decision may request one internal escalation within ten business days, explaining the disputed point and providing any new evidence. GromeFeet OÜ aims to complete escalation within ten further business days. An Estonian consumer may then approach the Consumer Disputes Committee, and other consumers retain competent local remedies.
Operational Review Flow
1. Submit: customer sends the Order number, issue, evidence and requested outcome to info@art-persona.com.
2. Triage: support distinguishes access, conformity, payment, fraud, withdrawal and discretionary customer-care issues.
3. Preserve: relevant production, delivery and payment evidence is secured without collecting unnecessary card or identity data.
4. Resolve first: where practical, Art Persona restores access, corrects or replaces the Output before considering termination or refund.
5. Decide: the reviewer applies the confirmed specification, delivery evidence, customer contribution and mandatory consumer law.
6. Execute: an approved refund is sent to the original payment method and the licence or hosted access is adjusted consistently.
7. Escalate: the customer may request internal review and then use the competent consumer, court or card-scheme route.
20. Governing law and mandatory rights
This Refund Policy is governed by Estonian law. A consumer also retains mandatory protections and competent forums available in the country of habitual residence. Nothing in this policy prevents a customer from using a statutory conformity remedy, contacting the card issuer, or applying to a competent alternative dispute-resolution body or court.
Case-handling controls
Refund operations use a case record separating the allegation, evidence, legal basis, technical findings, payment status, outcome and execution reference. Support does not promise an issuer posting date it cannot control, and finance reconciles approved credits against provider settlement. Where correction can restore conformity quickly, the customer receives a timetable and retains another statutory remedy if correction is impossible, disproportionate or not completed reasonably.
• Ownership and approval: The named operational owner confirms that the customer-facing rule, production workflow and support script describe the same outcome before publication.
• Change control: A material product, provider or checkout change is assessed for legal impact and deployed only after the affected wording, controls and training have been updated.
• Customer evidence: Staff rely on the minimum relevant Order, communication, delivery and payment evidence and do not request unrelated identity, image or card information.
• Exception handling: An unusual case is escalated to a competent reviewer rather than resolved through an undocumented promise that conflicts with the published terms or mandatory law.
• Quality assurance: Sample cases are tested from customer request through final outcome, including the status visible to support and the records needed to explain the decision.
• Access control: Systems and provider dashboards use role-based access, strong authentication and prompt removal of credentials when responsibilities change.
• Customer communication: Notices state what happened, what the customer must do, the expected next step and the available escalation route without overstating technical or legal certainty.
• Provider alignment: The configuration and contractual scope of each processor or platform are checked against the functions attributed to it in this policy.
• Incident response: A security, delivery, payment or rights incident is contained, documented and routed to privacy, consumer, payment or legal response procedures as applicable.
• Training: Personnel who operate the relevant workflow receive concise instructions, prohibited practices and escalation examples before handling live Orders.
• Monitoring: Material failure patterns, complaints and reversals are reviewed for root cause and corrective action rather than treated only as isolated customer-service cases.
• Retention discipline: Operational evidence is retained for the applicable legal or dispute period and then deleted or anonymised when no continuing purpose justifies it.
• Version integrity: The effective version accepted or presented for an Order can be identified, while the website clearly presents the current version for future transactions.
• Remediation: A confirmed control gap is corrected promptly, affected processing or fulfilment is paused where necessary, and impacted customers receive the remedy required by law.
• Management review: Senior management periodically reviews whether the policy remains accurate for the live commercial model, risk appetite and acquiring arrangements.
• Auditability: A reviewer can reconstruct the material decision and execution status without relying on private memory, informal chat or inaccessible personal files.
• User journey review: The desktop and mobile journeys are checked from entry page through consent, checkout, fulfilment and post-purchase support for accuracy and accessibility.
Art Persona · Refund Policy · v1.0 · Effective 30 July 2026. Published on the website; subject to update; the current published version governs.