REFUND AND CREDITS POLICY

Vendy Studio

Version 01 - Last updated: 19/12/2025

The purpose of this policy is to define the rules applicable to customer support, the use of credits, any goodwill gestures and the handling of disputes, in connection with the use of the Vendy Studio service.

This commercial policy (re-crediting, goodwill gestures, no refund for subjective dissatisfaction) applies without prejudice to the consumer's mandatory statutory rights, in particular under the legal guarantee of conformity for digital content and digital services and, where applicable, any equivalent statutory guarantee, as set out in the Terms and as provided by applicable EU consumer law and the mandatory provisions of the consumer's country of residence.

1. Customer support

Vendy Studio's customer support is accessible exclusively by e-mail at: contact@vendystudio.fr

Vendy Studio undertakes to handle requests within an indicative period of forty-eight (48) business hours.

2. Credits – general principle

Credits provide access to the AI-based image generation service.

General principle:

• any credit consumed is definitively used and cannot give rise to a refund;
• any unconsumed credit is non-refundable.

Credits constitute digital content that is immediately accessible and usable, in accordance with the Terms of Use and Terms of Sale.

3. No right to a refund

No monetary refund is granted on the basis of subjective dissatisfaction with the generated rendering (aesthetic preferences, personal expectations, results not matching the Customer's taste), unless an applicable mandatory legal provision requires otherwise.

The Customer acknowledges that results generated by artificial intelligence involve an element of randomness and that the assessment of the rendering is necessarily subjective.

4. Exceptional goodwill gestures

On a strictly commercial basis and without any legal or contractual obligation, Vendy Studio may, on a case-by-case basis, grant a goodwill gesture in the form of a re-credit of credits.

Such a goodwill gesture may only be considered if all of the following conditions are met:

• the Customer has contacted customer support by e-mail;
• the Customer provides the generated image concerned;
• a manifest malfunction of the artificial intelligence system is established (serious visual error, inconsistent generation, manifestly erroneous result).

The decision whether or not to grant a goodwill gesture is at the sole discretion of Vendy Studio and does not in any way constitute an acquired right for the Customer.

5. Operation of the "Satisfaction System"

The "Satisfaction System" is an automated analysis mechanism made available free of charge to improve the user experience in the face of technological randomness. It cannot in any way be regarded as a contractual guarantee of result or of conformity.

The Customer acknowledges that image generation by artificial intelligence relies on probabilistic mathematical models and that no result can be guaranteed. Consequently, Vendy Studio cannot be held to an obligation of result as to the aesthetics or absolute fidelity of the generations.

The award of a re-credit via this system (automatically or after manual review) constitutes a strictly discretionary goodwill gesture, aimed solely at compensating for manifest dissatisfaction. This re-credit is never automatic or compulsory. In the event of an automatic refusal, the user may request a manual review, the outcome of which remains subject to the sole commercial discretion of Vendy Studio.

6. Technical bugs and unavailability of the service

In the event of a technical malfunction of the service:

• no credit is debited until the image has actually been generated;
• if an image is generated in a corrupted or manifestly erroneous manner due to a technical bug, Vendy Studio may proceed, depending on the case, with an automatic re-credit or a re-credit at the Customer's request.

No monetary refund is granted for technical incidents, which are handled exclusively by re-credit where justified, unless an applicable mandatory legal provision requires otherwise.

7. Prevention of abuse, fraud and malicious behaviour

Vendy Studio reserves the right to detect and prevent any abusive or fraudulent use of the service.

The following may notably constitute abuse or malicious behaviour, without this list being exhaustive:

• the abnormal multiplication of unfounded complaints;
• repeated attempts to obtain free credits without valid justification;
• the use of the service for improper purposes or for purposes contrary to the Terms;
• the sharing of an account between several persons or entities.

In the event of proven or repeated abuse, Vendy Studio reserves the right to suspend or terminate the account concerned, without refund of the remaining credits.

In the event of a payment dispute (chargeback) initiated by the Customer, Vendy Studio may temporarily suspend access to the Service while the matter is analysed and investigated (verification of proof of order and of use).

If the dispute is manifestly fraudulent (e.g. confirmed use of the Service + no prior attempt at resolution + repetition), Vendy Studio reserves the right to terminate the account and to refuse future orders, without prejudice to any necessary action or report to the payment provider.

If the dispute is justified or if it is cancelled/resolved, Vendy Studio restores access to the account and, where applicable, re-credits the unconsumed credits corresponding to the disputed period.

8. Final provisions

This policy applies without prejudice to the provisions set out in the Terms of Use and Terms of Sale.

Vendy Studio reserves the right to amend this policy at any time, the new provisions applying to subsequent uses of the service.