Art Persona · Digital Product Fulfilment 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 | Sanat Kişiliği |
| 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 delivers custom avatar files electronically, normally within one to five business days after cleared payment and receipt of complete, usable source materials. No physical shipping or stored-value product is involved. |
1. Scope and relationship with other policies
This policy governs how Art Persona receives production inputs, creates a custom avatar and makes the Output available. The Terms govern the contract and licence, the Payment Policy governs authorisation, the Refund Policy governs remedies, and the Cancellation Policy governs stopping production or closing access.
2. What digital product and fulfilment mean
A digital product is the customised image file or file set described in the Order. Fulfilment means making a complete, usable Output available through the verified delivery method. Drafts, internal renders, payment authorisations and automated status messages are not final fulfilment unless the package expressly identifies a preview as the purchased product.
3. General fulfilment model
After payment clears and usable Customer Materials are received, the Order enters validation, production, quality review and electronic delivery. The workflow may combine human design decisions and automated image processing. Art Persona does not use the source image to identify the person biometrically; it uses visual features only to produce the requested creative Output.
4. When fulfilment is complete
Fulfilment is complete when Art Persona places the final file in the customer’s account, sends a functioning secure download link, or delivers the file to the verified email, and the file can be accessed using ordinary supported technology. Actual opening by the customer is not required if access was correctly supplied and remained available for a reasonable period.
An expired link, bounced email or corrupt file is treated as an access issue and does not by itself prove that conforming content was supplied.
5. Typical timeframes
The normal target is one to five business days from cleared payment and receipt of complete Customer Materials. The order page or confirmation may state a more specific estimate. A clarification, consent check, poor-quality source image, high-risk payment review, requested revision or force-majeure event can extend the timeline, with a status update where the delay is material.
Delivery records do not override a customer’s right to challenge non-conforming content.
6. Preconditions for delivery
The customer must provide lawful, technically suitable images, a valid email, accurate package selections and any required consent confirmation. Images should be clear, reasonably lit and show the features needed for the selected style. Art Persona may reject corrupt files, malware, prohibited content or images that cannot reasonably support the requested result.
7. No physical shipping or stored value
All products covered by this policy are delivered electronically. No parcel, tracking number or shipping address is involved. An Order does not create stored value, electronic money or a redeemable balance. A download link is an access mechanism, not a negotiable instrument or transferable voucher.
8. Delayed, pending or failed fulfilment
An Order is pending while payment, inputs, consent, manual review or production is incomplete. It is delayed when the stated estimate has passed but delivery remains reasonably possible. It has failed when Art Persona cannot supply conforming digital content within an additional reasonable period or expressly confirms that supply cannot be completed. Remedies then follow the Refund Policy and mandatory law.
Before reporting non-delivery, customers should check the verified email, spam folders, account library and accuracy of contact details.
| Scenario | Typical treatment | Likely evidence | Next step |
| Payment approved; source image missing or unusable | Order remains pending and production clock pauses | Upload status and support request | Customer supplies a compliant image |
| Order in production within stated window | No delivery failure | Production timestamp and package estimate | Wait until stated estimate; support can confirm status |
| Download email filtered or link expired | Access is reissued after verification | Dispatch log, bounce or access status | Check spam and request a new secure link |
| File opens but materially differs from confirmed specification | Technical and quality review | Order brief, delivered version and screenshots | Correction, replacement or remedy under Refund Policy |
| No conforming delivery after additional reasonable period | Fulfilment failure | Timeline, correspondence and production status | Contract remedy, including refund where required |
| Payment reversed or consent concern arises | Delivery paused for manual review | Provider status and consent evidence | Resolve verification or Order is cancelled |
9. User-side display, sync or access issues
A file may appear missing because of spam filtering, an expired browser session, unsupported software, storage permissions, a typographical email error or delayed account synchronisation. Support may reissue a link or provide a standard format. Art Persona is not responsible for a customer permanently losing a downloaded file after reasonable access and backup opportunity.
10. Manual review and risk controls
Delivery may be paused for suspected fraud, payment reversal, rights concerns, non-consensual imagery, public-figure impersonation, prohibited content, sanctions risk or a credible safeguarding issue. Review is limited to what is necessary, and Art Persona may request proof of payment authority or depicted-person consent. Refusal or cancellation is reasoned where doing so does not compromise security or law enforcement.
Correction, replacement, price reduction or termination remains available where required by law.
11. Evidence and fulfilment records
Art Persona records order status, timestamps, file version, production events, access-link creation, email dispatch, download or access events where available, support correspondence and payment status. These records help resolve non-delivery claims and card disputes. Retention follows the Privacy Policy and does not authorise unrelated reuse of Customer Materials.
12. Incorrect account, duplicate or user-error scenarios
Delivery to the email or account provided by the customer is normally valid, but Art Persona will assist where a genuine typographical error is promptly proven. Duplicate Orders are treated as separate purchases unless the records show an accidental duplicate payment. Rework caused by changed instructions after production may require a new fee.
Fulfilment evidence distinguishes file generation, quality approval, dispatch, successful access and any later reissue.
13. Relationship to refunds, cancellations and chargebacks
A pending cancellation is assessed against the production stage. A non-delivery or defect claim is investigated under the Refund Policy. A chargeback may pause delivery and permits preservation of fulfilment evidence. If a full refund is granted, any delivered access and licence to the refunded Output terminate as stated in the Terms.
14. Support process
The customer should email info@art-persona.com with the Order number, expected delivery date, device or browser, screenshots and the exact failure. Support aims to acknowledge within two business days and either restore access, request information or provide a status within five business days. Material non-conformity is escalated for correction or remedy.
15. Service changes, maintenance and force majeure
Maintenance, provider outages, cyber incidents, power or network failures, legal orders and events beyond reasonable control can delay delivery. Art Persona will use reasonable continuity measures, communicate material delays and resume performance promptly. If performance becomes impossible or excessively delayed, the customer receives the remedy required by law and the Refund Policy.
Delivery records do not override a customer’s right to challenge non-conforming content.
16. Children, age and authorised purchases
Only an adult may place an Order. An adult requesting an avatar of a minor must have parental or legal authority, choose age-appropriate content and control delivery. Art Persona may refuse sexualised, exploitative, deceptive or otherwise harmful depictions of minors regardless of claimed consent.
The production clock starts only when payment is cleared and complete, usable Customer Materials have been received.
17. Updates
This policy may be updated for new formats, delivery channels, service levels or controls. The version presented with the Order governs that Order unless a later procedure is more favourable or legally required. Changes do not transform one-off delivery into a subscription or create physical-shipping obligations.
18. Contact
Fulfilment questions, missing links and technical defect reports should be sent to info@art-persona.com. Formal notices may also be sent to the registered office. Customers should preserve the order confirmation and avoid posting source images or secure download links publicly when seeking support.
What users should do before reporting non-delivery
1. Confirm that payment succeeded and an Art Persona Order confirmation was issued.
2. Measure the one-to-five-business-day estimate from the later of cleared payment and receipt of complete Customer Materials.
3. Check spam, promotions and blocked-sender folders for the delivery email.
4. Sign in to the verified account, refresh the library and try a current supported browser.
5. Confirm that the delivery email was entered correctly and that mailbox storage is available.
6. Do not publish a secure link or source image; send the Order number and screenshots privately to support.
7. Describe whether the problem is no message, expired link, download failure, corrupt file, unsupported format or material mismatch.
19. Governing law and mandatory rights
This Fulfilment Policy is governed by Estonian law. Consumers retain mandatory digital-content remedies, local consumer protections and competent forums available in their country of residence. Art Persona does not use delivery evidence to deny a right that cannot lawfully be excluded.
Fulfilment control framework
Fulfilment operations use defined status codes, quality checks, delivery-channel validation and exception queues. A production completion event is not marked fulfilled until the final file is available through the verified channel. Link expiry, email bounce and file corruption remain detectable and recoverable. Evidence retained for a dispute identifies what was supplied and when without exposing unrelated Customer Materials or internal systems.
• 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.
Art Persona · Digital Product Fulfilment Policy · v1.0 · Effective 30 July 2026. Published on the website; subject to update; the current published version governs.