Refund Policy
Effective date: 1 September 2026
Lens Your Car sells digital credits that are consumed to generate and export images. This policy explains when you can get your money back.
We want this to be readable, so here is the short version:
If you haven't used the credits, you can get a refund within 14 days. If you have used some, we refund the part you haven't used. Once a credit is spent, the computing cost is already gone, so that part is not refundable.
1. Who processes your payment
Our payments and refunds are handled by Paddle.com Market Ltd ("Paddle"), which acts as the Merchant of Record for every purchase on this site. Paddle appears on your bank or card statement, issues your invoice, and processes any refund we approve.
This means you have two routes to request a refund, and both work:
- Email us at support@lensyour.com — fastest, we can see your account
- Contact Paddle directly at paddle.net
2. What we sell
A credit pack is a one-time purchase that adds two separate things to your account:
| Pack | Price (USD) | HD export credits | Preview credits |
|---|---|---|---|
| Starter | $9.90 | 20 | 200 |
| Popular | $19.90 | 50 | 500 |
| Pro | $49.90 | 150 | 1,500 |
The two credit types behave differently, and this matters for refunds:
- HD export credits never expire. One credit exports one finished image at 3K+ resolution without a watermark.
- Preview credits expire 30 days after purchase. One generation run produces 4 preview images and consumes 4 preview credits.
Separately, every account with a verified email address receives 8 free preview credits per day. Free credits are a courtesy, are not purchased, and are never refundable in cash.
3. The 14-day refund window
You may request a refund within 14 days of purchase.
3.1 If you have used nothing
You receive a full refund of the purchase price.
3.2 If you have used some of the pack
You receive a partial refund covering the credits you have not used.
We calculate this from your account's credit ledger, which records every credit granted and every credit spent. The refundable amount is:
refund = purchase price × (unused value ÷ total purchased value)
Both credit types are weighted by what they cost us to deliver. We will show you the exact calculation before processing anything — you will never receive a number without an explanation of how we got there.
Worked example. You buy the Popular pack ($19.90 — 50 HD credits and 500 preview credits). Eleven days later you have used 5 HD credits and 60 preview credits. Roughly 88% of the pack is unused, so your refund is approximately $17.50. The 5 exports and 60 previews you already received are yours to keep.
3.3 If you have used all of it
Once every credit in a pack has been spent, that pack is no longer refundable. Generating and exporting images consumes real computing resources at the moment you request them, and that cost cannot be recovered.
4. After 14 days
We generally do not refund purchases older than 14 days.
We do make exceptions, and we would rather hear from you than not:
- The service failed you. A generation returned corrupted output, an export never delivered, or the site was unavailable when you tried to use it.
- You were charged incorrectly. Duplicate charges, wrong amount, or a purchase you did not authorize.
- Unused HD credits. Because HD credits never expire, we will consider refunding genuinely unused HD credits beyond the 14-day window at our discretion.
Email support@lensyour.com and tell us what happened.
5. Failed generations are not charged
If a generation or export fails on our side, the credits are automatically returned to your account. You do not need to request this and you do not need to ask for a refund — the credits simply come back, usually within seconds.
If you see credits missing after a failure, that is a bug. Report it and we will restore them.
6. Expired preview credits
Preview credits from a pack expire 30 days after purchase. Expired preview credits are not refundable and are not restored.
The expiry date is shown in your account at all times. We will also email you before a large balance of preview credits expires.
7. Chargebacks
If you dispute a charge with your bank instead of contacting us, Paddle is required to suspend the transaction while the dispute is investigated, and we will suspend the associated account until it is resolved.
Please email us first. Almost every dispute we have seen would have been a two-minute conversation.
8. How to request a refund
Email support@lensyour.com with:
- The email address on your Lens Your Car account
- The approximate purchase date, or the Paddle order reference from your receipt
- What went wrong, if anything
We respond within 2 business days. Approved refunds are processed by Paddle and typically appear on your statement within 5–10 business days, depending on your bank.
When a refund is issued, the corresponding credits are removed from your account.
9. Changes to this policy
We may update this policy. Changes apply only to purchases made after the new version takes effect — the policy in force on the day you bought something is the one that governs it.
Questions? support@lensyour.com