Refund Policy

Effective Date: April 15, 2026

This Refund Policy explains when and how refunds are available for purchases made through the Companion & Co service (the "Service"), which is operated by Dot Square Lab Limited ("we," "our," or "us").

This policy applies in addition to your statutory rights as a consumer. Nothing in this policy restricts any right that cannot be excluded under UK or EU consumer-protection law.

1. Summary

All purchases are final except as set out below or as required by applicable law.
Failed generations are automatically refunded in credits. You do not need to contact us for these refunds.
Consumers in the UK and EU have a 14-day right of withdrawal for purchases from which no credits have been used (see Section 3).
Statutory rights for non-conforming digital content and services are fully preserved (see Section 6).

2. What we sell

The Service is delivered through a credit wallet. You purchase credits either as part of a recurring subscription or as one-off top-ups, and credits are consumed when you request AI-generated portrait outputs. Credits are digital content that is made available to your account immediately on purchase.

Subscription credits are allocated at the start of each billing period and do not roll over to the next period.
Top-up credits are one-off purchases and do not expire while your account remains active.

3. Your 14-day right of withdrawal (consumers in the UK and EU)

If you are a consumer resident in the United Kingdom or the European Union, you have the right to withdraw from a purchase within 14 days of that purchase without giving any reason, under the EU Consumer Rights Directive (Directive 2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Because the credits you purchase are digital content that is made available to your account immediately, this policy applies the withdrawal right as follows:

Subscription purchases. Each billing period (including the initial sign-up and every renewal) may be cancelled within 14 days of the billing date provided that no subscription credits from that billing period have been used in a generation. If no credits have been used, we will refund that period's fee in full to your original payment method.
Top-up purchases. A top-up purchase may be cancelled within 14 days of the purchase date provided that no top-up credits from that purchase have been used in a generation since the purchase. If no credits from that purchase have been used, we will refund the purchase in full.
Once any credit from a purchase is used in a generation, the purchase is treated as having been performed and is no longer refundable under this withdrawal right. This does not affect your statutory rights for non-conforming services described in Section 6.

How to exercise your right of withdrawal. Email contact@companion-and-co.com within the 14-day window with:

the email address registered to your account;
the approximate date and time of the purchase you wish to withdraw from;
a clear statement that you wish to exercise your 14-day right of withdrawal.

We will confirm receipt and process an eligible refund via our payment processor to the payment method you used for the original purchase.

4. Failed generations — automatic credit refunds

If a generation fails — for example, because of a server error, an empty or invalid response, an internal error code, or any outcome flagged as failed by the Service — the credits spent on that generation are automatically refunded to the same credit pool(s) (subscription and/or top-up) from which they were deducted, before the response is returned to you.

No action is required on your part for this refund — check your credit balance in your account.
This applies to all users (consumers and businesses) at all times, and is independent of the 14-day withdrawal window in Section 3.
If you believe a generation failed but your credits were not refunded, contact contact@companion-and-co.com with the approximate date and time of the attempt; we will investigate and refund manually where appropriate.

5. Cancellation of subscriptions (outside the 14-day window)

You can cancel your subscription at any time from your account profile.
Cancellation takes effect at the end of the current billing period: you keep access and your remaining subscription credits until the period ends, and the subscription will not renew.
Outside the 14-day right of withdrawal described in Section 3, we do not issue pro-rated refunds of subscription fees already paid.

6. Your statutory rights (not waivable)

Nothing in this Refund Policy limits your statutory rights under:

the UK Consumer Rights Act 2015, which gives you rights in respect of digital content and services that are of unsatisfactory quality, unfit for purpose, or not as described;
EU Directive 2019/770 on digital content and digital services and Directive 2011/83/EU on consumer rights, as implemented in your Member State of residence; and
any other consumer-protection law of your country of residence that cannot be excluded by contract.

If the Service or a particular output is not of satisfactory quality, not as described, or not fit for the purpose it was supplied, you may be entitled to have it brought into conformity, a price reduction, or to end the contract. Contact contact@companion-and-co.com to raise a claim and describe the issue; we will respond and propose an appropriate remedy where required by law.

7. Business customers

If you purchase credits or subscribe to the Service in the course of a business, craft, trade, or profession, you are a business customer under these Terms. The 14-day right of withdrawal in Section 3 does not apply to business customers.

For business customers, refunds are limited to:

automatic credit refunds for failed generations (Section 4); and
any remedies required by applicable law for non-conforming digital services.

8. How refunds are processed

Refunds are issued through our payment processor (Stripe, Inc.) to the original payment method where possible.
Bank processing times vary; refunds typically appear on your statement within 5 to 10 business days after we initiate them.
We may issue credit-based refunds (credits added to your wallet) instead of cash refunds where you agree, or where cash refund is not practicable.

9. Chargebacks

If you believe a charge is incorrect, please contact us first at contact@companion-and-co.com. We will review your account and resolve legitimate issues promptly.

Initiating a chargeback or payment dispute with your bank or card issuer without contacting us first may lead to temporary suspension of your account while the dispute is investigated. Abuse of chargebacks (for example, to obtain services without payment) may result in account termination.

10. Changes to this policy

We may update this Refund Policy from time to time. Changes apply prospectively from their Effective Date. The latest version is always available on this page. Material changes will be notified by email or through the Service.

11. Contact

For refund requests or questions about this policy:

Dot Square Lab Limited Labs Atrium, The Stables Market, Chalk Farm Rd, London, England, NW1 8AH Email: contact@companion-and-co.com