Art Persona · Cancellation 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: Art Persona sells one-off personalised digital products without automatic renewal. A customer may request cancellation before production begins; once immediate custom production or delivery has started, cancellation and refund depend on the production stage, checkout consent and mandatory consumer law. |
1. Scope and interpretation
This policy applies to cancellation of a custom avatar Order, withdrawal from immediate digital performance where legally available, closure of an account and Art Persona-initiated suspension or termination. The Service is based on one-off purchases and does not renew automatically.
2. Nature of the Service and purchases
An Order combines personalised production work and delivery of digital content. Because production can begin shortly after payment and Customer Materials are supplied, the ability to cancel narrows once resources are committed. Account closure is separate from cancelling a paid Order and does not itself reverse a transaction.
3. Ways a user may cancel or close an account
A cancellation or closure request must be sent to info@art-persona.com from the verified order email or through an authenticated account control where available. The request should identify the Order and state whether the customer seeks to stop production, withdraw, close the account, delete data or all of these.
4. Effective time of a user cancellation
A request is effective when received and verified, not when first drafted or sent to an incorrect address. Art Persona will check whether production has begun, whether digital content has been supplied and whether a statutory withdrawal right remains. Urgent requests should use the subject line “Cancellation request” and include the Order number.
Customers should use the verified Order email or authenticated account so that another person cannot cancel their purchase.
5. Consequences of voluntary closure
Closure ends future account access, disables new purchases and may remove hosted downloads after a reasonable retrieval period. Fully paid Outputs already lawfully downloaded remain licensed unless the Order is refunded or the licence is terminated for serious misuse. The customer should download permitted files before closure because indefinite hosting is not guaranteed.
Mandatory withdrawal and digital-content rights prevail over a conflicting commercial rule.
6. No automatic refund on cancellation
Cancelling an account or requesting closure does not automatically refund a one-off custom Order. Refund entitlement depends on the production stage, delivery, conformity, checkout consent and mandatory law. A request received before production begins will ordinarily be accepted with a full refund; later requests are handled under the Refund Policy.
7. Company-initiated suspension, restriction or termination
Art Persona may act for non-payment, chargeback, fraud, unlawful or non-consensual materials, impersonation, security abuse, sanctions risk, repeated breach or a credible threat to a person. Urgent restriction can be immediate. Otherwise, Art Persona will ordinarily provide a reason and a reasonable opportunity to correct the issue or explain.
8. Effect of fraud, abuse or disputes on cancellation
A pending fraud or payment dispute may require Art Persona to preserve access logs, Customer Materials, Outputs and communications even if the account is closed. Closure does not prevent cooperation with an issuer, acquirer, authority or rights holder. A dishonest cancellation attempt does not create a right to retain unpaid Output.
A valid request updates production queues, delivery access, payment status and licence consequences consistently.
9. Treatment of digital entitlements and Outputs
Unused promotional credits expire on closure and have no cash value. Hosted access to pending or unpaid Outputs ends. A full refund terminates the licence to the refunded Output and requires deletion of copies. A fully paid and non-refunded delivered Output may remain usable under the Terms, subject to consent, intellectual-property and acceptable-use restrictions.
| Scenario | Effect on account | Refund position | Notes |
| Cancellation before production begins | Order stopped; account may remain open | Normally full refund | Subject to payment status and fraud review |
| Cancellation after production begins but before delivery | Order paused or stopped if feasible | Case-by-case; mandatory rights preserved | Custom work already performed is considered |
| Voluntary account closure after delivery | Access ends after retrieval period | No automatic refund | Lawfully downloaded, paid Output licence normally continues |
| Full refund after delivery | Hosted access and refunded Order licence end | Approved full refund | Customer must stop using and delete refunded copies |
| Termination for serious misuse | Account and pending delivery may end immediately | No discretionary refund for value lawfully withheld due to breach | Mandatory consumer rights remain available |
| Dormant account archive | Login may be disabled after notice | No refund solely due to dormancy | No recurring fee; records retained under Privacy Policy |
10. Guest access, dormancy and inactivity
A guest Order can be cancelled using the verified email and Order reference. An inactive account may be archived or closed after reasonable notice, especially where no paid Output depends on continued hosting. Dormancy does not create recurring fees. Statutory records may remain after access is disabled.
A cancellation decision does not extinguish accrued consumer remedies.
11. Deletion of personal data versus closure of access
Account closure stops service access but does not automatically erase all personal data. A deletion request is assessed under the Privacy Policy and may be limited by tax, accounting, fraud, dispute, safeguarding or legal-claim obligations. Customer Materials not needed for those purposes are deleted under the retention schedule.
12. Service retirement or major changes
If Art Persona retires a material service function, it will provide reasonable notice where practicable and allow customers to retrieve delivered Outputs. Pending Orders will be completed, migrated, replaced or refunded as appropriate. Retirement does not authorise new use of Customer Materials and does not remove accrued statutory rights.
Account closure, Order cancellation, withdrawal, refund and data erasure are separate actions and are recorded as such.
13. Cooling-off and mandatory consumer rights
European consumers may have fourteen days to withdraw from a distance contract, subject to legal exceptions for personalised goods and digital content. Where immediate performance is requested and the required acknowledgement is given, the right may be lost when performance begins or supply is completed to the extent allowed by law. Mandatory conformity remedies remain unaffected.
14. Reopening, restoration and new accounts
Art Persona may restore an account closed by mistake after verifying identity and security. It is not required to restore an account terminated for serious breach or to recreate deleted working files after the retention period. Creating a new account to evade a restriction is prohibited and can result in immediate closure.
15. Communications and support
Closure and cancellation notices are sent to the verified email address. Customers must keep contact information current and should preserve confirmations. Support aims to acknowledge a complete request within two business days and confirm the outcome or required next step within five business days, subject to fraud or rights review.
Mandatory withdrawal and digital-content rights prevail over a conflicting commercial rule.
16. Changes
Changes apply to future Orders and account actions after publication. A material change will not remove an accrued cancellation or withdrawal right. The effective date identifies the governing version, and an Order confirmation can preserve more favourable package-specific terms.
The effective result depends on the verified request time, production stage, delivery status and any checkout request for immediate performance.
17. Governing law and contact
This policy is governed by Estonian law while preserving mandatory protections and competent forums available to consumers in their country of residence. Requests and complaints should be sent to info@art-persona.com. Estonian consumers may apply to the Consumer Disputes Committee after first contacting GromeFeet OÜ.
Practical Outcomes Matrix
The matrix below is a plain-language application guide. It does not replace a mandatory right or a more favourable written Order term.
| Worked scenario | Likely operational result | Customer action |
| Customer cancels ten minutes after payment and production has not started | Order is stopped and a full original-method refund is initiated | Send the Order number from the verified email immediately |
| Customer changes style after a completed first render | Existing Order is completed or a paid revision is offered | Explain the new brief; do not describe a preference change as non-delivery |
| Customer closes the account after downloading a compliant paid avatar | Account access closes; no automatic refund; lawful Output licence continues | Keep a secure backup before closure |
| Payment is charged back after delivery | Account and licence can be suspended while the dispute is resolved | Contact support and issuer; preserve correspondence |
| Art Persona retires hosted libraries | Reasonable download period is provided; pending Orders are completed or remedied | Download completed Outputs before the deadline |
Cancellation administration
Cancellation handling timestamps receipt, verifies the requester, identifies the production stage and distinguishes account closure, withdrawal, data erasure and refund. The outcome updates production queues, access permissions, delivery links, payment status and retention holds consistently. Staff do not describe closure as deletion where accounting or dispute records remain, and do not remove a fully paid Output licence without a refund, serious breach or another lawful ground.
• 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.
• Data minimisation: Forms, logs and case templates collect only fields needed for the stated purpose and avoid free-text requests for sensitive information where structured evidence is sufficient.
• Supplier exit: Replacement or termination of a provider includes export or deletion of relevant records, revocation of access and removal of obsolete code, links and policy references.
• Complaint learning: Substantiated complaints are mapped to the control that failed, assigned a corrective-action owner and retested after remediation.
• Business continuity: Contingency steps preserve customer communications, secure evidence and lawful remedies when a critical provider or internal system is unavailable.
• Legal watch: Material changes in consumer, privacy, payment or digital-content requirements are assessed against the live policy and implementation without waiting for a complaint.
• Accessibility: Customer notices, controls and support routes remain understandable and operable across common devices and assistive technologies.
• Localisation: Translated or localised customer text is checked against the controlling English version so that material rights, deadlines and restrictions are not altered.
• Test environment hygiene: Test accounts and sample files are segregated from live Customer Materials and do not use real payment credentials or unnecessary personal data.
Art Persona · Cancellation Policy · v1.0 · Effective 30 July 2026. Published on the website; subject to update; the current published version governs.