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Carouza

Carouza · Purple Labs Inc.

Refund Policy

How cancellation works, what the statutory right of withdrawal gives you, and how to get your money back when you are entitled to it.

Effective [TO BE COMPLETED: effective date] · Last updated [TO BE COMPLETED: last updated date]

Who refunds you

Carouza is sold through Stripe Managed Payments, which makes Stripe the seller of record for your subscription. Stripe takes the payment, issues your invoice and is responsible for sales tax and VAT.

You still ask us. Write to [TO BE COMPLETED: support email address] and we will arrange it. The refund is returned to the payment method you used, through Stripe, and your bank decides how long it takes to appear.

Cancelling

  • You can cancel at any time in Settings. Cancelling stops the subscription renewing; it is not the same as deleting your account.
  • You keep access until the end of the period you have already paid for. We do not cut you off mid-period and we do not refund the remainder of a period you chose to leave early, with the exception of the statutory withdrawal right below.
  • Export your work before you go. Settings builds a ZIP of everything, including your image files.

The 14-day right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you normally have 14 days to withdraw from a distance contract without giving a reason.

At checkout we ask you to agree that we start providing Carouza immediately, and to acknowledge that once we have you lose that withdrawal right for the part already performed. That is a real choice with a real consequence, which is why it is a checkbox in the payment flow rather than a sentence buried here, and your acceptance is recorded with the transaction.

If you did not start using the service, we will refund you in full inside the 14 days, no questions. If you did, we will look at how much you used and refund what is fair.

Nothing here removes a mandatory consumer right you have where you live. Where the law gives you more than this page does, the law wins.

Annual plans

  • The 14-day window applies to the annual charge in the same way as to a monthly one.
  • Credits arrive monthly, not twelve months at once. An annual plan grants one month’s allowance at a time. That is deliberate, and it is what lets us offer the withdrawal window on a year’s payment without hedging it.
  • Moving from annual to monthly, or down a tier, happens at renewal. There is no proration and no refund for the remainder of an annual term you chose to leave.
  • Upgrading inside an annual term is different and better. You get credit for the unused months, your billing date resets to that day, and the new tier’s full allowance lands immediately rather than at the next boundary.

Credits

  • Credits are not money and have no cash value. They are the meter on your plan. We do not buy them back and we do not refund an unused balance.
  • Credits do not roll over. Each month’s allowance is that month’s.
  • An action that fails costs you nothing. If a generation fails, or a provider refuses it, the credits go back to your balance. That is automatic and you do not have to ask.
  • The quoted price is a ceiling. We hold that many credits before starting and settle afterwards. Settlement can only return credits; it can never take more than you were shown.
  • Moving from monthly to annual expires the credits you were holding. The new allowance replaces them immediately rather than stacking on top.

When it is our fault

If Carouza was unusable for a meaningful stretch of a period you paid for because something on our side broke, tell us and we will put it right, normally as a refund of the affected part, or as a credit if you would rather stay. We do not offer a service level agreement, so this is a commitment to be reasonable rather than a formula, and we would rather say that plainly than publish a number we would then argue about.

A platform outage at Instagram or TikTok, or a change to their rules or their API, is not something we can refund. We will tell you when a post fails and why.

What we do not refund

  • A period you used and then decided against, outside the withdrawal window.
  • Credits you spent, including on output you did not like.
  • An account suspended or terminated for breaching the Acceptable Use Policy.
  • The performance of a post. We do not sell reach or engagement and we do not guarantee either.

Chargebacks

If you think you were charged wrongly, please write to us before raising a chargeback. It is faster, and we will usually just fix it. A chargeback ends the subscription and stops any remaining credit grants on it.

How to ask

[TO BE COMPLETED: support email address], from the email address on the account, with what you want refunded and why. We aim to answer within a few business days and will tell you what Stripe is doing and when.