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Refunds

Canceling an order within 15 minutes returns its credits immediately; other refunds are handled by our team, and this is how a refund appears on your account.

There is one refund you can make yourself in the portal — canceling an order you have just placed. Everything else is handled by our team, and the Review step of every order sets out when you get money back.

Canceling an order returns its credits

For 15 minutes after you place an order, an amber notice at the top of the order page reads Placed this order by mistake? You can cancel it until 2:45 PM and get your credits back. with a Cancel order button. The confirmation dialog spells out what happens:

Your credits go back to your balance right away. The photos and instructions stay in your drafts, so you can place the order again whenever you are ready.

Confirm with Cancel order and the toast reads Order canceled — your credits are back in your balance. You are taken to Drafts, where the order waits with its photos and instructions.

The credits go back to your balance — even the part you paid online with PayPal or a card. As the Review step puts it: The credits go back to your account balance — they aren’t refunded to your card or PayPal. They are ready for your next order.

After 15 minutes the notice is gone, because an editor has started work. From that point on, talk to us. See Cancel an order.

When we refund you

The Review step, under Can I cancel or get a refund?, lists what we promise:

  • Something not right? Revisions are free when they build on your original instructions. A new direction — like replacing the whole background when you first asked for a cleanup — counts as a new job.
  • Still not right after a revision? We refund you in full.
  • If what you asked cannot be done with today’s tools — like reading a number plate from a tiny, blurry CCTV still — we tell you and refund it.

And if we ever pause a photo because it needs more work than its price covers, you can drop that part instead of paying extra, and we refund it. See Credits and pricing.

For anything that is not right, start with a revision — it is free and usually faster than a refund. See Request a revision and our revision policy.

Asking for a refund

Write to support@tucia.com or use the contact form with the order number, for example #a8k2m, and what went wrong. We also handle these by request:

  • money back for credits you bought and have not used;
  • an order refunded after the 15-minute cancellation window.

How a refund shows on your account

  • In Billing history, the original payment stays exactly as it was, and a second line under the amount reads Refunded US$…. You always see both figures, never a rewritten total.
  • On the receipt for that payment, a Refund line appears above the Total, and the total is the net amount.
  • A refund that comes back as credits rather than money simply raises your balance, the way a canceled order does.