Refund Policy

1. Nature of the Product and Why Refunds Are Limited

Brand Wizard delivers a digital product — a one-time PDF brand book download. The product is created using real-time AI computation resources (text generation, image generation, background removal) that are consumed at the moment of creation. These compute costs are incurred regardless of whether you ultimately use or are satisfied with the output.

Unlike physical goods, digital AI-generated content cannot be "returned." Once AI generation credits are consumed and content is produced, those resources cannot be recovered. This is why our refund eligibility is limited to specific, verifiable technical failure scenarios — not personal preference, change of mind, or dissatisfaction with AI outputs.

We encourage all users to take full advantage of the free preview available before purchase. The wizard generates your complete brand book — including all AI text, brand guidelines, colour palette, logo, and imagery — for free preview before any payment is required. You have full opportunity to review the output and edit it to your satisfaction prior to purchasing. By paying, you confirm you have reviewed the content and find it suitable.

2. Non-Refundable Items — No Exceptions

• Plan purchase after successful PDF export: Once the PDF brand book has been generated server-side and a valid download link has been issued, no refund is available regardless of subsequent dissatisfaction.
• Change of mind or preference: Dissatisfaction with AI-generated content, design style, colour choices, copy tone, or any aesthetic element is not grounds for a refund. You reviewed the full preview before purchasing.
• AI logo generation add-ons: Once AI logo generation has been performed and the result displayed to you, the $0.99 per-generation charge is non-refundable even if you dislike the result. You may regenerate by purchasing additional credits.
• Image regeneration credits: Once an AI image has been regenerated and the new result displayed, the charge is non-refundable.
• Requests outside the refund window: Any refund request submitted more than 14 calendar days after the original purchase date will be rejected without review.
• Requests for reasons attributable to your own actions: Including but not limited to: you accidentally closed the browser before downloading; you lost the download link; you provided incorrect brand information and dislike the result; you changed your company name or brand direction after generation.
• Requests based on claimed third-party IP infringement: AI Output IP compliance is your responsibility. We do not issue refunds based on claims that AI Output resembles a third party's work.

3. Eligible Refund Scenarios

3.1 PDF Generation Technical Failure

If the PDF export process fails due to a confirmed server-side error — and we are unable to resolve the failure and deliver a working download link within 48 hours of your written report — you are eligible for a full refund of the plan purchase price.

"Technical failure" means a confirmed error on our server logs showing that the export process did not complete. It does not mean: slow PDF generation; a PDF that renders differently on your device than in the browser preview; or issues with PDF viewer software on your device.

3.2 Confirmed Duplicate Charge

If your payment method was charged more than once for the same Order (confirmed by matching Paddle order records), the duplicate charge will be refunded in full. You must provide both Order IDs and the email used at checkout.

3.3 Non-Delivery of Download Link

If payment was confirmed by Paddle but no download link was issued (confirmed by server-side audit logs showing no successful export event), you are eligible for a refund if you report the issue within 14 days of the original purchase date.

Before reporting non-delivery, please: (a) check your spam/junk folder for the confirmation email; (b) return to the brand book page using the same browser session used at checkout; (c) allow up to 15 minutes for PDF generation to complete after payment. Issues caused by browser cache clearing, using a different browser, or using private/incognito mode are not eligible for refund.

4. Refund Request Process

To submit a refund request, send an email to info@madproduction.ai with the subject line: "Refund Request — [Your Order ID]"

Your email must include all of the following. Incomplete requests will not be processed:

• Your full Order ID as shown in your Paddle receipt email (format: e.g. "ord_xxxxx").
• The email address used at checkout, exactly as entered.
• The date and time of purchase (from your Paddle receipt).
• A clear, specific description of the issue, referencing one of the eligible scenarios in Section 3.
• For technical failure claims: screenshots of any error messages displayed, and the approximate time the error occurred.
• A statement confirming you have not successfully downloaded the PDF (for non-delivery claims).

Submitting a refund request does not guarantee a refund. We will investigate your claim against our server-side records, which are the authoritative source of truth for all technical and payment events. Our determination is final.

5. Review Process and Timeline

5.1 Acknowledgement: We will acknowledge receipt of your refund request within 3 business days.

5.2 Investigation: We will review your claim against our server logs, audit records, and Paddle payment records. This may take up to 7 business days.

5.3 Decision: We will communicate our decision by email. If approved, we will initiate the refund through Paddle. If declined, we will explain the reason.

5.4 Processing time: Approved refunds are processed via Paddle and returned to the original payment method. Processing time is 5–10 business days depending on your bank or card issuer. Mad Production is not responsible for delays caused by your financial institution.

5.5 Partial refunds: Where only part of an Order is eligible (e.g. the plan is eligible but logo generation add-ons are not), we may issue a partial refund at our discretion.

6. Evidence and Record-Keeping

6.1 We maintain comprehensive server-side records for all transactions including: payment verification timestamps; PDF generation start, completion, and failure events; download link issuance and access events; the SHA-256 cryptographic hash and byte size of every exported PDF; audit event logs with hashed IP addresses and session identifiers.

6.2 These records constitute our authoritative source of truth. In any dispute — including refund requests, chargebacks, and legal proceedings — our server-side records take precedence over client-side claims, browser history, or self-reported information.

6.3 By making a purchase you consent to our use of these records to evaluate your refund eligibility and to contest any payment dispute.

7. Chargebacks and Payment Disputes

7.1 Initiating a chargeback or payment dispute with your bank or card issuer before contacting us is considered a violation of these Terms.

7.2 For all chargeback disputes, we will provide our payment processor (Paddle) with our complete server-side evidence including: proof of generation, proof of delivery, access timestamps, PDF hash records, and audit logs. Fraudulent or unjustified chargebacks will be actively contested.

7.3 If a chargeback is filed and subsequently found to be unjustified, you will be liable for any chargeback fees, bank processing fees, and reasonable administrative costs incurred by Mad Production in defending the dispute.

7.4 Users who initiate unjustified chargebacks may be permanently blocked from using the Service and reported to fraud prevention networks.

8. Consumer Law Rights

8.1 Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights you may have under applicable mandatory consumer protection law in your jurisdiction that cannot be excluded by contract.

8.2 In particular, consumers in Australia, New Zealand, the European Union, and the United Kingdom may have statutory rights under applicable consumer protection legislation. This policy is applied subject to those statutory rights where they apply. If your statutory rights give you broader refund entitlements than this policy, your statutory rights prevail to that extent.

8.3 If you are unsure whether your statutory rights apply, we recommend consulting a consumer rights organisation or legal adviser in your jurisdiction.

9. Updates to This Policy

We reserve the right to amend this Refund Policy at any time by posting the revised version at this URL. The policy in effect at the time of your purchase is the policy that governs your transaction. It is your responsibility to review this policy before purchasing.

10. Contact

For all refund requests and billing questions, contact Mad Production at: info@madproduction.ai

Please include your Order ID in all correspondence. We respond to refund requests within 3 business days. Contacting us does not guarantee a refund and does not toll or extend the 14-day refund window.