Refund Policy

Last updated: 1 September 2026

We want you to be happy with your report. This page explains when we refund, when we cannot, and how to ask - in plain terms, with no small print.

1. What you are buying

LooksFormula sells digital reports. You can pay for a single report, or buy credits and spend them on reports whenever you like. Either way the work starts as soon as you pay: your photos are analysed and your report is generated within minutes, not days.

That matters for refunds. Once a report has been generated we have already done the work and paid our AI providers for it, and the result cannot be returned or un-seen.

2. When we refund in full

We will refund you, without argument, if:

  • Your report failed and we could not fix it. If generation fails and a re-run does not produce a working report, you get your money or your credits back.
  • You were charged and got nothing. If a payment succeeded but no report or credits arrived, that is our fault and we will refund it.
  • You were charged twice for the same thing.
  • You bought credits and have not spent any of them. Ask within 14 days of purchase and we will refund the pack in full.

3. When we usually cannot refund

  • A report that was delivered. Once it exists, the analysis has been run and paid for. Disagreeing with the result is not, by itself, grounds for a refund - colour analysis is a considered opinion about your colouring, and a well-produced report can still tell you something you did not expect.
  • Credits you have already spent. The report they bought is yours to keep.
  • Poor photos. We check your photos before you pay and tell you when one will not work. If you continue past those warnings and the result suffers, we will happily re-run the analysis with better photos, but we cannot refund the run.

4. When we will look at it anyway

Rules do not cover everything. If your report is plainly wrong - the wrong person analysed, a section missing, images that failed to generate - tell us and we will fix it or refund it. We would rather sort out a genuine problem than win an argument about policy.

5. Credits

  • Credits are prepaid and can be spent on any service on the site.
  • Credits expire 12 months after purchase. Unspent credits are removed at that point and cannot be refunded or reinstated.
  • Unspent credits can be refunded in full within 14 days of purchase. After that they stay on your account until you spend them or they expire.
  • Credits have no cash value and cannot be transferred between accounts.

6. If you are in the EU, EEA or UK

You normally have 14 days to change your mind about a digital purchase. Because your report is generated immediately, you ask us to start straight away and acknowledge that you lose that right of withdrawal once generation begins. If you buy credits and do not spend them, the 14-day right still applies and section 2 covers it.

Nothing here removes your statutory rights if what we sold you is faulty or not as described.

7. If you are in New Zealand or Australia

Our reports come with guarantees under the Consumer Guarantees Act 1993 and the Australian Consumer Law that cannot be excluded. If a report is not of acceptable quality or does not match its description, you are entitled to a remedy regardless of anything on this page.

8. How to ask for a refund

Email admin@looksformula.com with the email address on your account and, if it is about a specific report, the date you bought it. You do not need a form or an order number.

  • We reply within 2 business days.
  • Approved refunds go back to the original payment method within 5-10 business days, depending on your bank.
  • Refunds are issued through Stripe. We never see or store your card details.

9. Chargebacks

If something has gone wrong, please email us first - we can usually resolve it the same day, and a chargeback takes weeks. Raising a dispute without contacting us may result in your account being suspended while the bank investigates.

10. Changes to this policy

We may update this page. The terms that apply to your purchase are the ones published on the day you paid.

11. Contact

LooksFormula.com
4 Tai Cres, Hobsonville
Auckland, New Zealand
admin@looksformula.com