The short version. The app is free — you only pay when you create a pet or subscribe. If a creation fails, you are refunded automatically. If you are unhappy with a result, tell us within seven days and we will sort it out.
1. Automatic refunds
- A creation that failed: your photo could not be turned into a companion (AI generation errored out). No request needed.
- An accidental duplicate purchase of the same pet.
- Charged after cancelling: a subscription renewal that went through after you cancelled.
2. Discretionary refunds — within 7 days
If a creation worked technically but you are unhappy with the result, contact us within 7 days of purchase and we will generally refund your first such request. Repeatedly creating and refunding is not a free trial — later requests are handled case by case.
3. Subscriptions
Cancel any time. The subscription stays active until the end of the paid period and does not renew after; we do not pro-rate the current period for early cancellation. If you forgot to cancel and were charged within the last 48 hours, contact us and we will refund the renewal.
4. How to ask
Email support@getpawdwell.com with your order ID (it is in the payment confirmation email from Creem). We reply within two business days.
5. How refunds are paid
Creem, our merchant of record, returns the money to the original payment method. Timing depends on your bank — typically 5–10 business days. Refunded credits or companions are removed from your account when the refund completes.
6. Abuse
We may decline refunds where there is evidence of abuse (systematic refunding, chargeback fraud). EU and UK consumers keep their statutory 14-day withdrawal rights regardless of this policy.