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Refund policy

Last updated 2026-05-23. PicShots is sold as a one-off, per-event purchase and, as a rule, all sales are final. This page sets out the narrow circumstances in which we may consider a refund, the strict eligibility criteria, and how UK / EU statutory rights interact with the policy.

1. Scope

This policy applies to the per-event paid plans (Starter, Growth, Pro, Pro Plus, Scale) and the optional video clip add-on listed on our pricing page. The Free tier is, and remains, free; nothing in this policy applies to it. This policy forms part of, and should be read together with, our Terms of service.

2. How payments work

PicShots paid plans are one-off purchases per event, not a recurring subscription. You pay once for the event you are about to run, the event pass unlocks the guest cap, shot allowance, and any add-ons you chose, and there are no further charges for that event. Payments are processed by our payment provider; the underlying transaction is also subject to that provider’s terms.

The event pass is delivered electronically and is activated immediately on successful checkout. The guest cap, shot allowance, and any add-ons become available to your guests the moment payment clears. By completing checkout you confirm that you have reviewed your tier, guest count, and add-on selection, and you expressly request immediate performance of the service.

3. General rule: all sales are final

Because the event pass is a digital product that is delivered and activated immediately, the general rule is that all sales are final and no refunds are issued. The narrow exceptions in section 4 are the only basis on which we will consider a refund, and even then approval is at our sole discretion.

4. Narrow eligibility for a refund request

We may, at our sole discretion, consider a refund of the event pass (and any video add-on bought against the same event) only when every one of the following conditions is met:

  • the request is submitted within 48 hours of the original purchase, from the email address on the host account;
  • the event has not yet started (the event start date and time configured in your host dashboard is still at least 72 hours in the future);
  • the event has zero uploads of any kind (no guest has ever uploaded a photo or video, including uploads made under the Free tier before any upgrade);
  • the guest link, guest PIN, or QR code has not been distributed to guests (printed, posted, messaged, or shared in any form);
  • no host-side artefact has been generated from the event, including bulk ZIP download, analytics export, slideshow build, or printable QR sheet; and
  • the account is in good standing and has not previously had a refund granted as a goodwill gesture.

Meeting every condition above does not entitle you to a refund; it only makes the request eligible for review. We will verify each condition against our internal records, and our decision is final.

Outside these conditions, we will additionally consider a refund only in a verified service failure caused solely by us: a confirmed platform outage of at least four (4) continuous hours that fell within the active window of your event and that our incident records show prevented guests from uploading, or a duplicate charge caused by a billing error. The refund in that case is limited to the portion of the service that was not delivered, and we may instead offer a credit toward a future event.

5. Situations that will not be refunded

For clarity, and subject only to non-waivable statutory rights (see section 7), refunds will notbe granted in the following cases — this list is illustrative and not exhaustive:

  • the event has already started, is in progress, or has finished — the paid features have been delivered and are deemed consumed in full;
  • any guest has uploaded to the event, regardless of how many guests showed up or how many shots they took;
  • the guest link, PIN, or QR code has been shared, printed, or otherwise distributed;
  • you chose a higher tier than you ultimately needed, fewer guests attended than expected, or guests did not upload as much as you hoped;
  • you forgot to share the link, lost or forgot the host PIN, let guests use the wrong code, or otherwise failed to operate the event on the day;
  • your event was cancelled, postponed, rescheduled, or cut short for any reason outside our direct control — weather, venue, illness, force majeure, vendor or third-party cancellations, internet or device problems on guest devices, or the host’s own travel plans;
  • you bought the video add-on and no guest, or not enough guests, used it;
  • you made a duplicate purchase and either of the duplicate passes has been used (link shared, guests uploaded, or artefacts generated);
  • you changed your mind, found a different solution, or otherwise no longer want the service;
  • we suspended or terminated your account under the Terms of service for breach (e.g. unlawful uploads, abuse, infringement, circumvention of limits);
  • the request relates to a purchase made more than 48 hours before the request was received.

6. How to submit a refund request

Submit requests by email to support@picshots.app from the host email on the account (requests from any other address will be declined without review). The email must include:

  • your event name and event slug (the URL fragment after /e/ or /host/);
  • the date and time of the original purchase and the payment order ID from your payment receipt;
  • which condition in section 4 you are relying on; and
  • any evidence supporting a service-failure claim, if applicable.

Incomplete requests will be closed without action. We aim to acknowledge complete requests within 5 business days and to issue a decision within 14 business days of receipt. Where a refund is approved, it is paid to the original payment method via our payment processor within a further 14 days; settlement time on your statement is set by your bank or card issuer and is outside our control.

Approved refunds are processed in full only; partial refunds are not offered as a matter of course. When a refund is processed the event pass is marked as refunded in your host dashboard, guests immediately lose access to the paid features, and the host must re-purchase an event pass to restore guest access.

7. UK and EU consumer rights

If you are a consumer resident in the United Kingdom or the European Economic Area, you generally have a statutory right to cancel a distance contract for digital services within 14 days of entering into it. Because the event pass is delivered and activated immediately on successful checkout, by completing checkout you expressly request that performance begin immediately and you acknowledge that you will lose your statutory right of withdrawal as soon as the service has been fully performed (UK Consumer Contracts Regulations 2013; EU Consumer Rights Directive 2011/83/EU, Article 16(m)). The event pass is treated as fully performed at the earlier of: (a) the start of your event, or (b) the first act of use (sharing the link or PIN, the first guest upload, or generating any host artefact).

Nothing in this policy limits any non-waivable statutory rights you have under the consumer-protection laws of your country of residence, including rights in respect of services that are not of satisfactory quality, not as described, or not fit for purpose. Where such rights apply they prevail over the eligibility conditions in section 4 to the extent (and only to the extent) required by law.

8. Cancellations and postponements

Event passes are tied to your account rather than to a fixed calendar date, so a postponed or rescheduled event normally does not need a refund: edit the event date and time in your host dashboard and re-share the link or QR code. The paid features remain attached to the event.

A cancelled event does not, on its own, qualify for a refund. Where the event additionally meets every condition in section 4, you may submit a request. Transfer of a purchase to a different event is not a right under this policy and is offered, if at all, only as a one-time discretionary courtesy.

9. Chargebacks and payment disputes

You must contact us first if you believe a charge is wrong, and allow us a reasonable opportunity to investigate (at least 14 business days from a complete request submitted under section 6) before initiating a chargeback or payment dispute with your card issuer or bank.

Initiating a chargeback or payment dispute without first following section 6 is treated as a material breach of these Terms. We may, with immediate effect: suspend the event pass and all related guest access while the dispute is open; withhold any pending refund in respect of the same order; and recover any chargeback fees, processor fees, and reasonable administrative costs we incur. Repeat, abusive, or unjustified chargebacks are grounds for permanent termination of the account and refusal of future service, under the Terms of service.

10. Taxes

Where taxes (such as VAT, GST, or local sales taxes) were charged on top of the displayed price, the refundable tax component is refunded together with the price. Where taxes were included in the displayed price, the same total is refunded. Currency-conversion differences between the original charge and the refund are set by your bank or card issuer and are outside our control.

11. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top of the page reflects the current version. The version of this policy in effect on the date you purchased an event pass is the version that applies to that purchase.

12. Contact

Refund questions, billing issues, or anything else about a purchase: email support@picshots.app or use our contact page.

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