Last updated: September 22, 2026
PawCinema provides digital pet-creation services. The payment mode displayed at checkout controls whether a real charge is made. One-time USD credit purchases are available through Pancake hosted checkout. Story Film purchases remain closed. An authorized test checkout clearly marked as a payment sandbox creates no real customer charge. Introductory credits have no cash value, so their use cannot create a cash refund.
Before payment or generation
For a quick guide to the current portrait product:
| Situation | What happens |
|---|---|
| You leave checkout before completing payment | No purchase is completed by leaving the page. If you already authorized payment, check its status before trying again. |
| A portrait fails technically or cannot pass required safety/preparation steps | The order follows non-delivery processing and its reserved credits return when that processing completes. |
| You can review the portrait but dislike the likeness or style | Feedback alone does not automatically restore credits or include a replacement. Optional feedback does not block the clean download. |
| You have an unused purchased credit balance | Request review within 7 calendar days of purchase. Only the eligible unused paid portion is considered; promotional credits have no cash refund value. |
| You see a duplicate, unauthorized, or unfulfilled charge | Contact support with the transaction ID for investigation and refund review. |
These summaries do not replace the detailed terms below or limit mandatory consumer rights. PawCinema delivers digital files only, so there is no physical return address or postage process. Do not send physical goods to the company.
You can leave hosted checkout before payment is completed. If a direct AI product is explicitly available, its request can be changed without charge before submission. After a successful generation has been submitted, a different prompt, reference, duration, quality, or reroll is a new request.
Technical generation failures
When explicitly available, AI Image and AI Video each sell one candidate generation at the exact credit price shown before submission. PawCinema reserves those credits before calling the provider. If the request fails technically without delivering a usable file, the reserved credits are restored automatically. A successful result that is different from a customer's subjective preference does not by itself qualify for a credit restoration, because generative results are probabilistic.
AI Pet Portrait terms
For new AI Pet Portrait orders, machine likeness or aesthetic scores and your preference feedback do not automatically restore credits or generate a replacement. After safety and technical checks, new orders offer a web preview and optional public sharing. A qualifying settled paid credit top-up unlocks original downloads and gift-card exports for the account; a fully refunded or reversed payment does not qualify. Optional feedback does not affect those download rights or extend retention. Earlier orders keep their original download, review and remedy terms.
A temporary private-storage or safety-review interruption preserves available generated work while the outstanding step is retried; it does not create another generation charge. These steps have a fixed 24-hour completion window starting when PawCinema records the generated result for private preparation and review, not when the order is submitted. A confirmed safety denial, or private preparation or safety review unresolved after that window, follows automatic non-delivery settlement.
Reserved credits return when that settlement completes, not merely when the timer expires. An in-progress check or processing delay can postpone the status and credit-balance update. This is a technical or safety non-delivery remedy, not a judgment that you would dislike the image.
Opening a new portrait form does not itself start a generation or charge. Submitting a new portrait is a separately priced generation, with its credits shown before submission. Earlier portrait orders keep their original terms; this section does not change a Story Film's separate remedy or reverse an already completed settlement.
Story Film remedies
Story Films sell the outcome promised by the selected Film Card, not individual model attempts. In-contract retries and controlled fallbacks do not create an extra customer charge. If PawCinema cannot release a deliverable film after the allowed remedy, the order receives the applicable replacement, credit restoration, or cash-refund review instead of a known failed candidate.
Purchased credits and cash-refund requests
You may request review of an unused paid balance within 7 calendar days of purchase. Include the transaction ID so we can distinguish purchased credits, promotional credits, and usage. We review the unused portion of the actual purchase, the terms displayed at that checkout, and applicable consumer rights. A refund is not a cash withdrawal or transfer of credits to another person.
Duplicate or unauthorized charges, a payment that did not grant the purchased credits or product, and qualifying non-delivery are also eligible for review. Promotional or introductory credits have no cash refund value. Consumed credits for a reviewable portrait are not automatically refunded because of subjective likeness or style feedback; technical and safety non-delivery follow the portrait terms above. Earlier orders keep the terms accepted for those orders.
An approved cash refund returns the eligible amount to the original payment method and removes the associated credits, including any purchase-linked bonus, to avoid spending both a refund and the refunded credits. Bank and card processing time is outside PawCinema's control. A credit restoration is an account-balance remedy and is not evidence of a cash refund.
For a separately available Story Film, refund review applies to the underlying film purchase and its completion contract, not to individual model attempts. Nothing here opens live checkout or changes a previously accepted order.
Requesting review
Email support@pawcinema.com within 7 calendar days of the relevant payment, delivery, or documented failure. Include the account email, order or payment identifier, and a short description. Do not send card numbers or security codes.
We aim to acknowledge a complete request within 2 business days. Nothing in this policy limits rights that cannot be waived under applicable law.
If information is missing, we will explain what is needed to assess your request. A refund decision should identify the relevant purchase, eligible amount and currency, and the reason for approval or denial. If approved, we will confirm when the refund has been submitted to the payment provider; submission and arrival in your bank account are separate events. You can reply to the same support conversation if the refund does not arrive or you believe the decision is incorrect.
Contacting PawCinema does not waive your right to contact your payment provider or exercise applicable dispute and consumer-protection rights. Tell us if a bank dispute is already open so we can reconcile it with any refund in progress.