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Refund Policy

Effective date: 27/09/2025
Entity: Pixel Sauce Pty Ltd (ABN 15 659 781 343) trading as Mock It AI (“Mock It AI”, “we”, “us”, “our”)
Contact: support@mockit.ai
Governing law/venue: South Australia; courts in Adelaide

This Refund Policy applies to purchases made directly from Mock It AI (our website and app subdomain). Capitalised terms have the meaning given in our Terms & Conditions.

1) Our general stance

  • No money-back guarantee. We do not provide refunds for change of mind or dissatisfaction with creative outcomes.
  • Refunds are only offered for reproducible technical issues that we cannot resolve, or at our discretion.
  • No partial refunds. We do not pro-rate or partially refund any subscription period or unused credits.

Nothing in this Policy limits any non-excludable rights you may have under the Australian Consumer Law (ACL) or other applicable consumer protection laws. Where those rights apply, you may be entitled to a repair, replacement, or refund for a major failure.

2) What counts as a “technical issue”

A “technical issue” means a fault on our side that prevents normal use of paid features (e.g., image generation consistently failing across attempts; credits deducted without delivering any file; persistent account access problems not caused by your setup).
Examples that do not qualify: prompt/creative dissatisfaction; style/quality preferences; results blocked by our Acceptable Use Policy; issues caused by your connectivity, devices, browser extensions, or third-party blocks.

3) Eligibility checklist

To be eligible for a refund review, all of the below must be true:

  1. The problem is reproducible and attributable to Mock It AI (not your environment).
  2. You reported the issue to support@mockit.ai promptly and cooperated in troubleshooting.
  3. The issue persisted after reasonable remediation (we may request logs, timestamps, job IDs, sample prompts, and screenshots).
  4. The request relates to the most recent charge on your account. (We do not refund older billing periods.)
  5. Your account is in good standing (no AUP violations, fraud, or abuse).

4) How to request a refund

Email support@mockit.ai from your account email with:

  • Subject: Refund Request – [your account email] – [invoice date/ID]
  • Description: what happened, when it started, steps to reproduce
  • Evidence: job IDs, timestamps, screenshots, and any error messages

We aim to reply within 2 business days and attempt resolution. If we cannot resolve a qualifying technical issue, we may approve a full refund of your most recent payment. Refunds are returned to the original payment method only.

5) Billing retries, cancellations & renewals

  • For unpaid renewals, we may attempt up to 8 payment retries over 14 days. If unsuccessful, the subscription auto-cancels.
  • You can cancel anytime. Cancellation takes effect at the end of the current billing period; access and credits remain available until then.
  • No refunds for time remaining after you cancel, unused credits, or failure to cancel before renewal.

6) Exceptions & exclusions

We do not provide refunds for:

  • Change of mind or subjective dissatisfaction with creative style/quality.
  • Unused credits or partially used periods.
  • Policy violations (e.g., banned content, circumvention, scraping, multi-seat sharing).
  • Third-party failures outside our control (ISPs, browsers, extensions, blockers, CDNs).
  • Duplicate accounts, coupon misuse, or abuse (such accounts may be terminated without refund).
  • Bank, exchange-rate, or foreign transaction fees charged by your provider.

7) Chargebacks

Please contact us first to resolve billing issues. Initiating a chargeback may lead to account suspension and we may contest the chargeback with evidence (usage logs, timestamps, AUP status). Approved refunds will always be processed by us directly to the original payment method.

8) Region-specific information

  • Australia (ACL): If the Service experiences a major failure, you may choose a refund or other remedies as required by law. For non-major failures, we will provide a remedy within a reasonable time.
  • EU/UK consumers: Where a statutory cooling-off period applies to digital services, you acknowledge that accessing/using paid features immediately may constitute consent to begin performance and waiver of withdrawal for that period, to the extent permitted by law. This does not affect your non-excludable rights.
  • Other jurisdictions: We comply with mandatory consumer protections where they apply. Where local law conflicts with this Policy, the mandatory law controls.

9) How refunds are issued & timing

Once approved, we initiate the refund to the original payment method. Processing times depend on your bank or card issuer (typically 5–10 business days after we process). We cannot expedite your bank’s processing.

10) Changes to this policy

We may update this Policy; if changes are material, we’ll notify you by email. Your continued use after the effective date constitutes acceptance.