Refund Policy

Effective Date: October 15, 2025

Last Updated: February 13, 2026

Thank you for choosing Illustrate! Illustrate is a native AI-powered image generation app available as a one-time purchase on the Apple App Store for iOS, iPadOS, and macOS. This Refund Policy ("Policy") explains our policies and procedures regarding refunds and billing for your purchase of the App.

This Policy should be read in conjunction with our Terms of Service and Privacy Policy.

Please read this Policy carefully before making any purchases. By purchasing the App through the Apple App Store, you acknowledge that you have read, understood, and agree to this Refund Policy.

1. Overview and Important Information

1.1 Third-Party Processing

Illustrate is distributed exclusively through the Apple App Store (for iOS, iPadOS, and macOS devices).

All financial transactions, including the one-time purchase and refunds, are processed and managed by Apple, not directly by Avgeek, Inc..

1.2 Dual Policy Structure

Refunds are subject to:

1. Apple App Store Policies: Apple's refund policy
2. Our Policy: Illustrate's refund eligibility criteria as outlined below

Both policies apply to your purchase. In cases of conflict, consumer protection laws in your jurisdiction will prevail.

1.3 Refund Authority

• Primary Authority: Apple has final authority over refund approvals processed through the Apple App Store
• Our Assistance: We can assist with refund requests and advocate on your behalf, but cannot guarantee approval

1.4 Currency and Payment Methods

• All prices are displayed in USD unless otherwise indicated
• Refunds will be issued in the currency of the original purchase
• Refunds are returned to the original payment method used for purchase
• Currency exchange rates may differ between purchase and refund, potentially affecting the amount received

2. App Store Refund Policies and Procedures

2.1 Apple App Store (iOS/iPadOS/macOS)

Overview:

Apple Inc. processes all payments for Illustrate users. Apple's refund policy applies to all purchases made through the Apple App Store.

How to Request a Refund from Apple:

Method 1: Online (Recommended)

1. Visit Apple's Report a Problem website: https://reportaproblem.apple.com
2. Sign in with your Apple ID and password
3. Find the purchase you want to refund
4. Click "Report" or "Report a Problem" next to the item
5. Select "Request a refund" from the dropdown menu
6. Choose the reason for your refund request
7. Provide detailed explanation (recommended)
8. Click "Submit"

Method 2: Apple Support App or Website

1. Contact Apple Support: https://support.apple.com/contact
2. Select "Billing & Purchases"
3. Choose "Request a refund"
4. Follow the prompts

Method 3: Email

• Email Apple at: reportaproblem@apple.com
• Include your order number, purchase date, and reason for refund

Apple's Refund Policy:

• Refunds are evaluated on a case-by-case basis at Apple's sole discretion
• Generally eligible within 90 days of purchase date
• Subject to Apple's Terms of Sale: https://www.apple.com/legal/internet-services/itunes/us/terms.html
• Apple reserves the right to refuse refunds for any reason
• Repeated refund requests may result in denied requests or account restrictions

Processing Time:

• Review: 48-72 hours for Apple to review your request
• Refund: 5-10 business days after approval for funds to appear in your account
• Timing may vary based on your bank or payment provider

More Information:

• Apple Support: https://support.apple.com/en-us/HT204084
• Apple Terms of Sale: https://www.apple.com/legal/internet-services/itunes/us/terms.html

3. Illustrate Refund Eligibility Criteria

While app store policies govern the refund process, Avgeek, Inc. has established clear guidelines for when refunds are appropriate. We are committed to customer satisfaction and will work with you to resolve any legitimate issues.

3.1 Situations Eligible for Refund

We consider the following circumstances as legitimate grounds for a refund:

Technical and Performance Issues:

• Critical Bugs: The App has significant, documented bugs or defects that prevent normal use
• Persistent Crashes: The App repeatedly crashes or fails to launch on supported devices
• Performance Degradation: Severe performance issues that make the App unusable
• Feature Malfunction: Paid features do not work as advertised or described
• Compatibility Issues: The App does not work on devices listed as compatible in the app store
• Resolution Efforts: You contacted our support team, and we were unable to resolve the issue within a reasonable timeframe (3-5 business days)

Billing and Payment Errors:

• Duplicate Charges: You were charged multiple times for the same purchase
• Incorrect Amount: You were charged an amount different from the displayed price
• Unauthorized Charges: Charges made without your authorization (subject to verification)
• Failed Delivery: You were charged but did not receive access to the App after purchase

Service and Content Issues:

• Non-Delivery: You paid for a feature, content, or service that was not delivered
• Material Misrepresentation: The App or its features significantly differ from what was advertised in the app store listing or promotional materials
• Promised Features Missing: Features explicitly promised at the time of purchase are not available
• False Advertising: Misleading descriptions or claims about the App's functionality

Accidental Purchases:

• Unintended Transactions: Purchases made accidentally (evaluated on a case-by-case basis)
• Child Purchases: Unauthorized purchases by children without parental consent
• Verification Required: You must provide evidence of the accidental nature and contact us promptly

Exceptional Circumstances:

• Medical or Personal Emergencies: Documented emergencies that prevent use of the App
• Force Majeure: Circumstances beyond your control that prevent use of paid services
• Death or Incapacity: Verified cases involving the account holder's death or incapacitation

3.2 Situations NOT Eligible for Refund

The following circumstances generally do not qualify for refunds:

Change of Mind and User Preference:

• Simple Regret: You no longer want the App after using it
• Preference Changes: You decided you prefer a different app or service
• Expectation Mismatch: The App works as described, but doesn't meet your personal expectations
• Feature Discovery: You didn't realize certain features were limited or required additional purchase

User Responsibility:

• Failure to Use: You purchased the App but didn't use it
• Insufficient Exploration: You didn't fully explore the App's features before deciding you don't want it
• Lack of Device Requirements Check: You purchased without verifying your device meets the stated requirements
• User Error: Problems caused by user error, misuse, or failure to follow instructions

Policy Violations:

• Terms of Service Violation: Your account was terminated for violating our Terms of Service
• Fraudulent Activity: Suspected fraud, abuse, or attempts to manipulate the refund system
• Chargebacks: You initiated a chargeback without first attempting to resolve the issue with us
• Multiple Refunds: Repeated refund requests indicating abuse of our refund policy

External Factors:

• Third-Party Service Issues: Problems with your internet service provider, device manufacturer, or operating system
• Device Damage: Issues caused by damaged, modified, or jailbroken devices
• Operating System Updates: Compatibility issues arising from OS updates made after your purchase
• Changed Circumstances: Life circumstances that change your ability or desire to use the App

3.3 Refund Request Timeframes

• Optimal Window: Within 30 days of purchase date
• Extended Consideration: Requests beyond 30 days may be considered for technical issues documented within the timeframe
• Maximum Window: Apple's policies generally limit refunds to 90 days from purchase

Important Notes:

• Earlier requests are more likely to be approved
• Late requests may be denied even if otherwise eligible
• Documentation of issues improves approval likelihood
• Apple's policies may impose stricter time limits

4. How to Request a Refund Directly from Illustrate

If you believe you qualify for a refund under our eligibility criteria, or if Apple directs you to contact us, follow this process:

4.1 Before Requesting a Refund

Try These Steps First:

1. Check for Updates: Ensure you have the latest version of the App
2. Restart the App: Close and reopen the App
3. Restart Your Device: Power cycle your device
4. Check Help Center: Visit our help center at https://www.illustrate.so for troubleshooting guides
5. Contact Support: Many issues can be resolved quickly by our support team

4.2 Submitting a Refund Request

Step 1: Gather Required Information

Before contacting us, collect the following:

• Purchase Receipt: Order ID, transaction ID, or receipt from Apple
• Purchase Date and Amount: When you made the purchase and how much you paid
• Account Information: Email address or username associated with your account
• Device Information: Device model, operating system version
• Issue Description: Detailed explanation of the problem
• Supporting Evidence: Screenshots, error messages, videos demonstrating the issue
• Resolution Attempts: What steps you've already taken to resolve the issue

Step 2: Contact Us

Email (Preferred):

• Send an email to: support@avgeek.io
• Subject line: "Refund Request - [Your Name/Order ID]"
• Include all required information listed above

In-App Support:

• Open the App → Settings → Help & Support → Contact Us
• Select "Billing & Refunds" as the category
• Provide detailed information about your request

Web Form:

• Visit: https://www.illustrate.so
• Fill out the refund request form with required details

Step 3: Our Review Process

1. Initial Response: We will acknowledge your request within 24-48 hours
2. Review Period: Our team will review your request within 3-5 business days
3. Additional Information: We may request additional details or screenshots
4. Decision Notification: We will email you our decision with an explanation
5. Processing: If approved, we will initiate the refund process

4.3 Refund Processing and Timeline

If Your Refund is Approved:

Apple App Store Refunds:

• We will provide instructions for requesting a refund through Apple
• We may provide a letter of support to include with your Apple refund request
• We cannot guarantee Apple's approval, but we will advocate on your behalf
• Processing time: 7-14 business days from Apple's approval

Important Notes:

• Bank processing times may add 3-5 business days
• International banks may take longer
• You will receive a confirmation email when the refund is processed
• Check your original payment method for the credit

4.4 If Your Refund is Denied

Reasons for Denial:

• Request does not meet eligibility criteria
• Insufficient evidence of the issue
• Issue was resolved or is resolvable
• Request was made outside the timeframe
• Evidence of refund abuse or policy violation

Your Options:

1. Provide Additional Information: If you have more evidence, reply to our decision email
2. Request a Review: Ask for your case to be reviewed by a supervisor (email: support@avgeek.io)
3. Apple Escalation: You can still request a refund directly from Apple
4. Payment Provider Dispute: Contact your credit card company or payment provider (may result in account suspension)
5. Consumer Protection: Contact your local consumer protection agency or ombudsman

4.5 Refund Request Best Practices

To improve your chances of approval:

• ✅ Be honest and accurate in your description
• ✅ Provide clear screenshots or videos of the issue
• ✅ Submit your request promptly
• ✅ Explain what you've tried to resolve the issue
• ✅ Be respectful and professional in your communication
• ✅ Include your purchase receipt or order ID
• ❌ Don't exaggerate or fabricate issues
• ❌ Don't submit multiple requests for the same issue
• ❌ Don't threaten or use abusive language

5. Regional Consumer Protection Laws and Rights

Your consumer rights vary depending on your location. This policy does not limit your statutory rights under applicable law.

5.1 European Union (EU/EEA) and United Kingdom

Right of Withdrawal (14-Day Cooling-Off Period):

Under EU Consumer Rights Directive and UK Consumer Contracts Regulations, you have the right to cancel purchases of digital content within 14 days of purchase UNLESS you:

• Expressly consent to immediate performance of the contract
• Acknowledge that you waive your right of withdrawal once performance begins

When You Start Using the App:

• By downloading, streaming, or using digital content, you agree to immediate performance
• You waive your 14-day withdrawal right for content you've started using
• You retain the right to withdraw for content you haven't accessed

Consumer Guarantees:

• Digital content must be as described
• Digital content must be of satisfactory quality
• Digital content must be fit for purpose
• You're entitled to remedies (repair, replacement, refund) if these standards aren't met

Unfair Terms:

• Any unfair contract terms are not binding under EU/UK law
• Consumer protection laws take precedence over this policy

How to Exercise Your Rights:

• Contact us at support@avgeek.io
• Submit a withdrawal notice within 14 days
• We will process refunds within 14 days of receiving your withdrawal notice

5.2 Australia (Australian Consumer Law)

Consumer Guarantees:

Under the Australian Consumer Law (ACL), you have automatic consumer guarantees that goods and services:

• Are of acceptable quality
• Are fit for any disclosed purpose
• Match descriptions, samples, and demonstrations
• Are delivered within a reasonable time (if no time specified)

Remedies for Failures:

Major Failure:

If the App has a major failure, you can:

• Cancel the service and get a refund
• Accept the service and seek compensation for reduced value

Minor Failure:

If the failure is minor and can be fixed, we will:

• Fix the problem within a reasonable time, or
• Provide you with a refund if the problem cannot be fixed

No "No Refund" Policies:

• Signs or terms stating "no refunds" do not override your consumer guarantee rights
• This refund policy does not exclude, restrict, or modify your ACL rights

Contact Consumer Affairs:

• Australian Competition and Consumer Commission (ACCC): https://www.accc.gov.au
• Your state or territory consumer protection agency

5.3 Canada (Consumer Protection Acts)

Provincial Laws:

• Consumer protection laws vary by province and territory
• You may have rights to refunds, cancellations, or remedies under your local laws
• This policy does not limit your statutory rights

General Principles:

• Products and services must match descriptions
• Businesses must honor warranties and guarantees
• Unfair business practices are prohibited

Resources:

• Canadian Competition Bureau: https://www.competitionbureau.gc.ca
• Provincial consumer protection offices

5.4 California (United States)

California Consumer Rights:

• You have rights under California's Song-Beverly Consumer Warranty Act
• Consumer protection laws apply to digital goods purchased through app stores

Complaint Assistance:

• California Department of Consumer Affairs
• Phone: (916) 445-1254 or (800) 952-5210
• Address: 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834

5.5 Other U.S. States

Various U.S. states have consumer protection laws that may provide additional rights:

• Refund rights for defective products or services
• Cooling-off periods for certain purchases

5.6 Brazil (Lei Geral de Proteção de Dados - LGPD / Consumer Defense Code)

Consumer Rights:

• 7-day right of withdrawal for certain online purchases
• Right to repair, replacement, or refund for defective products
• Clear disclosure of terms, conditions, and pricing

Resources:

• PROCON (Consumer Protection Agencies)
• Ministry of Justice Consumer Protection Department

5.7 Other Jurisdictions

General Principles:

If you're in a jurisdiction not specifically mentioned:

• Check your local consumer protection laws
• You may have statutory rights that override this policy
• Contact your local consumer protection agency for guidance
• International consumer protection organizations may assist with cross-border disputes

6. Refund Processing and Timelines

6.1 Processing Time

Apple App Store Refunds:

• Apple Review: 48-72 hours to review your refund request
• Apple Processing: 5-10 business days after approval for funds to return
• Total Time: Typically 7-14 business days from request

Additional Bank Processing:

• Your financial institution may take 3-5 additional business days to post the credit
• International banks may take longer
• Statement may show credit 1-2 billing cycles after processing

6.2 Refund Payment Methods

Refunds are issued to the original payment method used for the Apple App Store purchase:

Credit/Debit Cards:

• Refund appears within 5-10 business days
• Statement will show credit from Apple
• Contact your card issuer if you don't see the credit after expected timeframe

Apple Pay:

• Refund appears within 5-10 business days

App Store Balance:

• Processed immediately or within 24 hours
• Credit appears in your Apple App Store account balance
• Can be used for future App Store purchases

6.3 Access After Refund

Immediate Effects:

• Access to the App is revoked upon refund processing
• Downloaded content may be removed or become inaccessible

Data and Content:

• Any generated images or content created prior to the refund are subject to our Privacy Policy
• You may repurchase the App at any time

Purchase History:

• Refunded transactions remain visible in your purchase history (marked as refunded)
• Purchase history is maintained for record-keeping and fraud prevention

Account Restrictions:

• Excessive refund requests may result in account limitations
• Repeated refund abuse may lead to denied future purchases
• We may deny future refund requests from accounts with refund history concerns

7. Chargebacks and Payment Disputes

7.1 What is a Chargeback?

A chargeback occurs when you dispute a charge directly with your credit card company or bank, bypassing our refund process.

7.2 Before Filing a Chargeback

Please contact us first:

• Most issues can be resolved directly without involving your bank
• Chargebacks can take months to resolve and may not result in a favorable outcome
• Chargebacks may result in immediate account suspension

7.3 Consequences of Chargebacks

If you file a chargeback without first contacting us:

• Immediate Account Suspension: Your account will be suspended pending investigation
• Loss of Access: You will lose access to the App and all its features
• Account Termination: Repeated chargebacks may result in permanent account termination
• Legal Action: We reserve the right to pursue legal action for fraudulent chargebacks
• Future Purchases: You may be prohibited from making future purchases

7.4 Valid Reasons for Chargebacks

Chargebacks may be appropriate in cases of:

• Unauthorized or fraudulent charges on your account
• We failed to respond to your refund request within a reasonable time
• Billing errors that we refuse to correct
• You did not receive the product or service purchased

7.5 Resolving Chargeback Disputes

If you've filed a chargeback:

• Contact us immediately at support@avgeek.io
• Provide documentation of the issue
• We will work with you and your bank to resolve the dispute
• If resolved in your favor, we may reinstate your account

8. Fraud Prevention and Refund Abuse

8.1 Detecting Fraud and Abuse

We take refund fraud seriously. We monitor for:

• Multiple refund requests for the same purchase
• Pattern of purchasing, using, and refunding repeatedly
• Requesting refunds after extensive use of the App
• Providing false or misleading information in refund requests
• Account sharing or reselling with refund exploitation
• Coordinated refund abuse across multiple accounts

8.2 Consequences of Refund Abuse

If we determine you've abused our refund policy:

• Refund Denial: Future refund requests will be denied
• Account Suspension: Temporary or permanent suspension of your account
• Payment Blocking: You may be prohibited from making future purchases
• Legal Action: We may pursue legal action and damages for fraud
• Law Enforcement: Suspected criminal fraud will be reported to authorities
• Blacklisting: You may be banned from creating new accounts

8.3 Our Rights

We reserve the right to:

• Investigate suspicious refund patterns
• Request additional verification for refund requests
• Deny refunds that appear fraudulent or abusive
• Suspend or terminate accounts involved in refund abuse
• Share information with Apple, payment providers, and law enforcement
• Recover costs and damages from fraudulent refund activity

8.4 Legitimate Refunds

We want to be clear: Legitimate refund requests are always welcome and will be treated fairly. This section is aimed at preventing abuse, not discouraging valid refund requests.

9. Changes and Updates to This Refund Policy

9.1 Right to Modify

We reserve the right to modify, update, or replace this Refund Policy at any time. Changes may be made to:

• Reflect changes in our business practices
• Comply with legal requirements
• Clarify existing policies
• Improve customer experience

9.2 Notification of Changes

When we make material changes to this Refund Policy, we will notify you by:

• Updating the "Effective Date" and "Last Updated" at the top of this page
• Posting the updated policy on our website
• Sending an email notification to registered users (for significant changes)
• Displaying an in-app notification
• Highlighting changes in our App's "What's New" section

9.3 Effective Date of Changes

• Changes become effective on the date specified in the updated policy
• Your continued use of the App after changes take effect constitutes acceptance
• If you don't agree with changes, you should discontinue use and may request a refund under the new policy

9.4 Policy Version

• This is Version 2.0 of our Refund Policy
• Previous versions may be available upon request for reference

10. Contact Information and Support

10.1 How to Contact Us

For refund inquiries, billing questions, or assistance:

Email Support (Primary):

• General Refunds: support@avgeek.io
• Dispute Resolution: support@avgeek.io
• Technical Support: support@avgeek.io

Online Resources:

• Help Center: https://www.illustrate.so
• Refund Request Form: https://www.illustrate.so
• FAQ: https://www.illustrate.so
• Contact Form: https://www.illustrate.so

In-App Support:

• Open Illustrate → Settings → Help & Support → Contact Us
• Select the appropriate category (Billing & Refunds)
• Submit your inquiry through the in-app form

Mailing Address:

Avgeek, Inc.

Attention: Customer Support / Refunds Department

8080 Westpark Drive, STE 88366, Houston, TX, 77063 US

10.2 Response Times

Email Inquiries:

• Initial Response: Within 24-48 hours (business days)
• Refund Review: Within 3-5 business days
• Complex Issues: May require additional time; we'll keep you updated

In-App Support:

• Typically faster response times
• Real-time status updates on your request

Business Hours:

• Monday - Friday: 9:00 AM - 6:00 PM (State of Delaware time)
• We respond to messages outside business hours on the next business day
• Holidays may affect response times

10.3 What to Include in Your Message

To help us assist you quickly, please include:

• Your name and email address associated with your account
• Purchase receipt, order ID, or transaction ID
• Date and amount of purchase
• Description of the issue or reason for refund request
• Screenshots or documentation supporting your request
• Device model and operating system version
• Any error messages or issue symptoms

10.4 Language Support

• Primary language: English
• We may offer support in additional languages
• Translation services may be used for non-English inquiries

10.5 Feedback and Suggestions

We value your feedback! If you have suggestions for improving our refund policy or process:

• Email: support@avgeek.io
• In-App: Settings → Help & Support → Provide Feedback
• We review all feedback and use it to improve our services

Thank You

Thank you for being a valued user of Illustrate! We are committed to providing you with an excellent experience and fair treatment. If you have any questions about this Refund Policy or need assistance with a purchase, please don't hesitate to contact us. We're here to help!

Effective Date: October 15, 2025

Last Updated: February 13, 2026

Version: 2.0

Company: Avgeek, Inc.

Website: https://www.illustrate.so

Email: support@avgeek.io