Refunds and Complaints - Picvelo

Refunds and Complaints Policy

Service operator: Jakub Ciepielowski, Kaskadowa 17F, 43-300 Bielsko-Biała.

1. Scope

This policy covers Picvelo's paid services: Pro and Studio subscriptions (monthly and annual), one-off payments, and add-ons (e.g. extra storage). This document also covers end-client purchases in the photographer's gallery, described in section 7.

2. Right of Withdrawal (14 Days)

If you are a consumer, you have the right to withdraw from the contract within 14 days of entering it, without giving a reason. If you live in the EU, EEA or UK, you also keep any additional mandatory rights under the consumer law of your country.

Picvelo is a digital service provided immediately. By starting to use paid features before the 14 days elapse, you request immediate provision of the service and acknowledge that you lose the right of withdrawal for the part already performed. A proportional charge may apply for the period actually used.

3. Cancelling a Subscription

You can cancel a renewing subscription (paid by card) at any time from your account (the Stripe billing portal). After cancellation, paid features remain active until the end of the paid billing period: we do not charge again, and as a rule we do not refund the current period on a pro-rata basis.

An annual plan paid in a single payment (BLIK/Przelewy24) does not renew automatically and does not need to be cancelled: it expires at the end of the paid period, and we send an email reminder before it ends.

The storage add-on is a separate monthly subscription, cancelled in the same way as the plan subscription (Stripe portal).

4. Annual and One-Off Payments

Prices are shown at checkout in EUR, USD or PLN. Picvelo does not issue VAT invoices; after each payment you receive a payment confirmation (receipt) by email.

Annual and one-off payments (BLIK/Przelewy24, available for the Pro plan in PLN) cover the entire purchased period. Once it has started, refunds apply only to the extent of the right of withdrawal (section 2) or complaint rules (section 6).

5. How to Request a Refund

Email [email protected] with your account email and the reason for your request. We will process it without undue delay, within 14 business days at the latest (in complex cases up to 30 days, of which we will inform you).

6. Complaints

If the service is faulty, you have the right to file a complaint. Send your request to [email protected] describing the problem. We will respond within 14 business days (in complex cases up to 30 days, of which we will inform you). Refunds are issued using the same payment method that was used (via Stripe), unless agreed otherwise.

7. End-Client Purchases in the Gallery

If the photographer has enabled the sale of additional photos or of the entire gallery, the sales contract is between the end client and the Photographer, not Picvelo. Picvelo is responsible only for the technical handling of the payment (Stripe Connect) and for the operation of the gallery.

Complaints about purchased files (quality, scope, delivery time) should be directed to the Photographer running the gallery. You can find the Photographer's contact details in the gallery and in the emails sent from it.
Technical payment problems (a charge with no access to files, a duplicate payment) should be reported to [email protected]; we will help establish the payment status with the operator.
Right of withdrawal: the purchase of photos is the supply of digital content. By placing an order, the client agrees to the immediate performance of the service and loses the right of withdrawal once the files are made available for download (Article 38(13) UoPK).
Payment outside the service (BLIK, bank transfer, cash) is settled directly with the Photographer; Picvelo does not intermediate it and does not refund such amounts.

8. Out-of-Court Dispute Resolution

Consumers may use out-of-court complaint and redress mechanisms, including the assistance of a municipal or district consumer ombudsman, the provincial inspectorates of the Trade Inspection Authority, and the permanent consumer arbitration courts (Polish consumer protection bodies). More information: uokik.gov.pl. Consumers resident in another EU or EEA country may also contact the consumer authority or the European Consumer Centre of their own country, and consumers in the UK may use the dispute resolution routes available to them there. Mandatory consumer protections of your country of residence are not affected by this policy.