Proply Lens Cancellation and Refund Policy

Proply Lens provides digital content and software-as-a-service workflows that may begin immediately after purchase or activation. Accordingly, refund requests are reviewed against two cumulative conditions that must both be satisfied.

Time condition: no more than 72 hours may have passed since the original purchase.

Usage condition: none of the credits included in the purchased package may have been consumed for enhancement, staging, editing, rendering, export, or any other paid workflow.

Refund requests will not be approved in the following situations:

• more than 72 hours have passed since the purchase date, even if the credits remain unused;

• some or all credits in the relevant package have already been used;

• the request is based solely on personal taste, preferred output style, or dissatisfaction with an AI-generated result that remains consistent with the nature of an on-demand generative service.

Customers who believe they meet the eligibility requirements should contact support@proplylens.com from the email address associated with the purchase and include relevant order details together with a brief explanation of the request.

If approved, refunds are issued back to the original payment method whenever possible. Depending on the payment provider and banking system, settlement may take 7 to 14 business days after approval.

The Platform evolves continuously. Feature updates, model changes, workflow improvements, revised credit costs, or pricing changes do not in themselves create a right to refund for purchases that do not otherwise meet the eligibility criteria above.

Duplicate or accidental purchase: if the same subscription or credit pack was charged twice in a short window due to a page reload, a mis-click, or a payment provider retry, and the duplicate credits have not been consumed, contact support within 72 hours and we will refund the duplicate charge to the original payment method. Include both order reference numbers in the request so we can match them in our billing system.

Wrong plan selected: if a customer upgraded to a higher plan by mistake and no credits from the upgraded plan have been used, we can either refund the difference and revert the account to the previous plan, or leave the upgrade in place and extend the billing cycle — whichever the customer prefers. This must also be raised within 72 hours of the upgrade charge.

Technical failure during processing: if a paid workflow failed due to a Platform-side incident and our logs confirm the failure, we reissue the consumed credits to the account at no charge. Re-issued credits are not refunded in cash because the underlying transaction was for service usage, not a cancelled subscription.

Subscription renewal after inactivity: subscriptions renew automatically unless cancelled before the renewal date. If a renewal was charged and no credits from the new cycle have been used, a refund may be issued at our discretion when the cancellation request is received within the 72-hour window. Cancelling a subscription for future renewals does not require any refund — it simply stops the next charge and the current cycle runs to its normal end date.

Output dissatisfaction: because the Platform is an on-demand generative service, refunds are not available for outputs that completed successfully but did not match personal preference. Customers who are not satisfied with a result can reprocess with different settings, prompts, or input photos — this is the intended use of the credit model and does not create a refund entitlement.