Digital Product Fulfilment Policy
Snap Matrix · Digital Product Fulfilment Policy · v1.0 · effective 29 July 2026
| Field | Value |
| Operator | Trexadoc OÜ |
| Company number | 17367549 |
| Registered office | Harju maakond, Tallinn, Kesklinna linnaosa, Pärnu mnt 20, 10141, Estonia |
| Trading name / brand | Snap Matrix |
| Website | https://snap-matrix.com |
| Contact email | info@snap-matrix.com |
| Support / complaints | info@snap-matrix.com |
| Governing law | Laws of the Republic of Estonia |
| Document version | v1.0 |
| Effective date | 29 July 2026 |
| Important: All products covered by this Policy are digital. Snap Matrix does not ship physical goods. Fulfilment is recorded through the customer Account, Token ledger, content entitlement and generation-job status. |
1. Purpose and digital delivery model
1.1 This Policy describes how Snap Matrix accepts, processes and fulfils purchases of Token Packs, paid photo content and AI-generated image Outputs. It also defines completion events, delivery times, customer checks and remedies for delay or failure.
1.2 The Service is account-based. A customer must use the correct Account and maintain access to the associated email so that payment, entitlement, security and support records can be linked accurately.
1.3 No product under this Policy is delivered by post, courier, collection point or physical medium. References to delivery mean electronic access, crediting, display or download.
1.4 The Terms and Conditions govern permitted use and rights. The Payment Policy governs payment status. The Refund Policy governs remedies where digital fulfilment does not occur or the product is non-conforming.
2. Covered digital products
2.1 Token Packs provide a stated quantity of closed-loop service credits to the customer Account. Tokens can be consumed for eligible AI-generation and content-access actions displayed by the Service.
2.2 Paid photo content provides an entitlement to view, access or download the digital item described before purchase. The format, resolution, licence and access conditions shown on the product page form part of the description.
2.3 AI-generated content is produced from the customer’s Input and selected settings using the generation module. A job may consume the displayed number of Tokens at submission, acceptance or completion as stated in the interface.
2.4 Promotional Tokens or complimentary content may be delivered without a separate payment and remain subject to the Terms and any campaign conditions.
3. Fulfilment completion matrix
3.1 Each product has a distinct completion event and evidence source.
| Product / event | Fulfilment begins | Fulfilment completes | Primary evidence |
| Token Pack | Successful payment or approved payment state | Purchased quantity appears in Account ledger | Order, payment reference, ledger credit |
| Paid photo content | Successful payment | Content is viewable or download entitlement is active | Entitlement record and access event |
| AI generation using Tokens | Job accepted and required Tokens reserved or consumed | Usable Output is available in Account | Job status, Token event, Output record |
| Failed generation | Job accepted | Not fulfilled as completed Output | Error state; Token restoration or retry |
| Moderation rejection | Input submitted | No generation supply where prohibited | Moderation result and disclosed rule |
| Refunded Order | Refund approved | Related entitlement adjusted as required | Refund and Token/access reversal |
4. Account and technical prerequisites
4.1 The customer must be at least eighteen, create or access an Account, provide a functioning email address, use a supported browser or device, enable essential session technologies and maintain a stable internet connection.
4.2 The interface may specify supported file types, maximum Input size, image dimensions, prompt limits or content restrictions. A submission outside those requirements may be rejected before a job is accepted.
4.3 The customer must have sufficient Tokens or complete the separate payment shown for the requested action. A displayed balance may require refresh after another active session consumes Tokens.
4.4 Security controls may require email verification, renewed sign-in or payment authentication. Completing those controls is part of the customer’s cooperation with electronic fulfilment.
5. Order acceptance and confirmation
5.1 After checkout submission, Snap Matrix waits for a successful result from the Payment Provider. A pending, failed or ambiguous result does not automatically create a fulfilled Order.
5.2 On acceptance, Snap Matrix generates an Order ID and provides an electronic confirmation in the Account, by email or both. The confirmation identifies the purchased product, amount, currency and applicable immediate-supply information.
5.3 An apparent confirmation generated in error may be corrected where payment did not succeed or the product was unavailable, provided Snap Matrix promptly explains the issue and voids or refunds any captured amount.
5.4 The customer should retain the Order ID and check that the Account email and product are correct before using Tokens or downloading content.
6. Token Pack fulfilment
6.1 A Token Pack is ordinarily credited immediately after accepted payment. The Account ledger shows the credited quantity, source Order and balance movement.
6.2 A fraud or payment-consistency review may delay crediting for up to twenty-four hours. The Order remains pending during that review and is either fulfilled, voided or refunded; it is not left unresolved indefinitely.
6.3 If the wrong quantity is credited, Snap Matrix corrects the ledger by adding the missing Tokens or reversing an excess credit with an explanatory entry. A customer should not spend an obvious excess produced by error.
6.4 Token crediting is the supply event for the Token Pack. Subsequent use of Tokens is a separate service event governed by the generation or content-access rules.
7. Paid photo-content fulfilment
7.1 Paid photo content becomes available through the Account, a secure page or a download control after accepted payment. The product page identifies the relevant file or collection and any stated format or resolution.
7.2 A secure access link may be time-limited for security while the underlying Account entitlement remains active for the stated access period. The customer can request a refreshed link where entitlement remains valid.
7.3 A download is considered technically offered when the file can be retrieved through the stated control. A corrupted, empty or materially different file is not treated as conforming merely because a link existed.
7.4 Where content is licensed for local use, the customer should retain a lawful backup after download. Snap Matrix does not promise perpetual hosting unless the product description expressly does so.
8. AI generation workflow
8.1 The customer provides an Input, selects available parameters and submits a generation request. The interface shows the Token cost or separate price and may present a final moderation or consent confirmation.
8.2 A job is accepted when the Service validates the request, confirms sufficient balance and creates a job reference. Tokens may be reserved or deducted at that point to prevent conflicting use.
8.3 The job moves through queued, processing, completed, failed, cancelled or blocked states. Queue position and estimated time are indicative because model load, safety review and provider capacity can change.
8.4 Fulfilment completes when a usable Output is made available in the Account or other stated route. An email notification is supplementary; failure of email delivery does not negate Account delivery.
9. Generation times and availability
9.1 Most ordinary jobs are intended to complete promptly, but no exact time is guaranteed unless the interface expressly states one for a specific product. Complexity, resolution, queue demand, safety checks and provider incidents affect timing.
9.2 A temporary queue is not a failure while the job remains active within a reasonable period. The interface or status page may provide incident information or allow cancellation before material processing begins.
9.3 If a job remains stuck, the customer should preserve the job reference and contact support. Snap Matrix will determine whether to complete, retry, cancel or restore Tokens.
9.4 Scheduled maintenance may limit new submissions. Snap Matrix should avoid accepting paid jobs it cannot process and should reconcile any job accepted immediately before an outage.
10. Output formats and quality parameters
10.1 The interface identifies available format, dimensions, resolution, aspect ratio or model settings. Technical output is assessed against those stated parameters, not an undisclosed professional-print or production requirement.
10.2 AI output is probabilistic and may vary between runs even with similar Inputs. A specific composition, identity likeness, text rendering or artistic result is guaranteed only where expressly stated.
10.3 A file that cannot open, is materially corrupted, has missing paid resolution or fails an express parameter may be non-conforming and should be reported. A stylistic preference alone ordinarily is handled by another generation rather than refund.
10.4 The customer should inspect the Output before publication or commercial use, including anatomy, text, logos, identity similarity, factual implications and third-party rights.
11. Moderation and restricted Inputs
11.1 Snap Matrix may analyse Inputs and prompts to enforce the Acceptable Use Policy, protect rights and comply with law. A prohibited request may be rejected before or during processing.
11.2 Prohibited categories include child sexual exploitation, non-consensual intimate imagery, malicious identity impersonation, unlawful deepfakes, fraud, rights infringement and content that facilitates serious harm.
11.3 Where the restriction was clearly disclosed and the Input materially violated it, a moderation rejection may consume limited resources and may not qualify for a Token return. The interface should state the applicable treatment before submission where practicable.
11.4 A customer may appeal a false positive. If Snap Matrix determines that a conforming request was incorrectly blocked after Tokens were consumed, it will restore the affected Tokens or provide another appropriate remedy.
12. Failed, interrupted or partial fulfilment
12.1 A verified technical failure that produces no usable Output should not leave the corresponding generation cost permanently consumed. The system may restore Tokens automatically or support may do so after checking the job record.
12.2 If only some items in a multi-item generation complete, the remedy may be proportional: deliver the successful items and restore the cost associated with failed items, unless the product was sold as an indivisible set.
12.3 A browser crash, lost local connection or closed tab does not necessarily mean server-side failure. The customer should check generation history before resubmitting.
12.4 Persistent inability to use a paid product may justify re-performance, price reduction or refund under the Refund Policy and mandatory digital-content law.
13. Delivery incident matrix
13.1 The matrix gives the normal first response for common incidents.
| Incident | Customer check | Snap Matrix response | Possible remedy |
| Paid; balance unchanged | Refresh and verify correct Account | Reconcile payment and ledger | Credit Tokens or refund |
| Wrong Token quantity | Compare receipt and balance entry | Correct ledger | Add missing or reverse excess |
| Content link expired | Sign in and retry entitlement page | Issue secure refreshed access | Restore access |
| File corrupted | Retry download on supported browser | Validate source file | Replace, re-supply or refund |
| Job stuck in queue | Check status and incident notice | Retry, complete or cancel | Restore Tokens if failed |
| No email notice | Check Account and spam folder | Confirm email status | No remedy if Account delivery complete |
| Output violates express parameter | Preserve job and settings | Review conformity | Regenerate, reduce price or refund |
| Moderation false positive | Submit appeal with job reference | Human review where practicable | Restore Tokens / unblock |
14. Customer acceptance and inspection
14.1 The customer should inspect the Token balance or content promptly and report a mismatch with the Order ID, job reference and concise evidence. Prompt reporting supports diagnosis but does not shorten non-waivable legal periods.
14.2 Downloading, using or publishing content may confirm receipt but does not waive a claim for a latent defect or a statutory right that cannot be waived.
14.3 The customer should verify that an Output is suitable and lawful for the intended context before relying on it. Snap Matrix does not perform professional legal, medical, safety, identity or factual approval of each Output.
14.4 A business customer should integrate Outputs into its own review, rights-clearance, brand and quality-control process.
15. Compatibility, interoperability and updates
15.1 Snap Matrix provides information reasonably needed to understand supported browsers, file formats and material interoperability. The customer remains responsible for third-party software not identified as supported.
15.2 Security, compatibility and functionality updates may be deployed to keep the Service and hosted content conforming. The customer should install supported browser and device updates where needed.
15.3 An update will not intentionally remove a paid core entitlement without an appropriate legal basis and remedy. Interface changes that preserve the purchased function do not constitute non-supply.
15.4 Where a third-party model or infrastructure provider changes, Snap Matrix may substitute a reasonably equivalent process while preserving the purchased product description and mandatory rights.
16. Access period and storage
16.1 Token balances remain available while the Account and Service are active, subject to the Terms, enforcement, discontinuation and any clearly disclosed promotional expiry. Paid Tokens do not expire silently under an undisclosed short period.
16.2 Hosted Outputs and generation history may be subject to storage limits or retention periods stated in the interface. Customers should download content they need to retain lawfully.
16.3 Deletion of an Output from the Account initiates the deletion process described in the Privacy Policy, subject to backups, security evidence, payment disputes and legal obligations.
16.4 Snap Matrix may remove unlawful, infringing or policy-violating content regardless of a general storage period and may preserve restricted evidence where legally necessary.
17. Security and access controls
17.1 Fulfilment is made to the authenticated Account associated with the Order. Snap Matrix is not responsible for disclosure caused by the customer voluntarily sharing credentials, subject to security duties imposed by law.
17.2 Unusual login, payment or download activity may trigger renewed authentication or a temporary hold. The hold is intended to prevent irreversible delivery to an attacker and should be resolved proportionately.
17.3 Secure links and session tokens must not be sold, publicly posted or used to bypass Account restrictions. Sharing may expose personal content and lead to suspension.
17.4 Report suspected account compromise promptly. Snap Matrix may suspend generation and downloads while securing the Account and reviewing affected Orders.
18. Rights, licences and post-delivery use
18.1 Fulfilment gives the customer only the licence or usage right stated in the Terms and product description. Delivery does not transfer Snap Matrix software, models, branding, third-party materials or rights not expressly granted.
18.2 The customer retains responsibility for lawful Inputs and for reviewing Outputs for third-party rights, identity, privacy, publicity, trademark and copyright issues before use.
18.3 An Output can resemble existing material because of prompts, Inputs or probabilistic generation. Delivery is not a representation that every conceivable use is non-infringing or suitable for a regulated purpose.
18.4 A refund or contract termination may require access to cease and Tokens or entitlements to be reversed as described in the Refund Policy.
19. Non-supply and statutory remedies
19.1 Where Snap Matrix fails to supply digital content, the customer may request supply. If Snap Matrix does not supply without undue delay or within an applicable additional period, the customer may terminate where law permits.
19.2 An additional period is not required where Snap Matrix refuses supply or timely supply was essential under the contract and circumstances. The affected payment is then reimbursed according to mandatory law.
19.3 Where supplied content lacks conformity, Snap Matrix will first bring it into conformity where lawful and proportionate, then apply price reduction or termination where the legal conditions are met.
19.4 Operational Token restoration does not prevent a broader remedy where repeated failures render the underlying paid product unusable.
20. Reporting a fulfilment problem
20.1 Contact info@snap-matrix.com with the Account email, Order ID or job reference, product, time, observed status, expected result and a screenshot that does not reveal credentials or unnecessary personal data.
20.2 For missing Tokens, provide the receipt and current ledger entry. For a corrupted file, identify the file and browser. For a failed Output, preserve the prompt only to the extent necessary and avoid resending sensitive source images by ordinary email.
20.3 Snap Matrix aims to acknowledge a complete incident within two business days and provide a substantive outcome within ten business days, subject to technical complexity and mandatory deadlines.
20.4 Support may ask the customer to refresh, sign out and in, try a supported browser, confirm Account ownership or provide a diagnostic reference. It will not request a password or complete payment credential.
Fulfilment verification checklist
| Step | Action |
| 1. Confirm payment | Check for a successful Order confirmation rather than relying only on a pending bank entry. |
| 2. Check the Account | Verify Token ledger, paid-content library and generation history under the correct email. |
| 3. Avoid duplicates | Do not repurchase or resubmit until the first status is known. |
| 4. Capture identifiers | Note the Order ID, job reference, error code and time. |
| 5. Report securely | Send minimal evidence to info@snap-matrix.com; do not send passwords or full card details. |
| 6. Apply remedy | Verify the corrected balance, replacement file, completed Output or refund reference. |
21. Business continuity and third-party dependencies
21.1 The Service may depend on hosting, content-delivery, authentication, payment, moderation and AI-model providers. Snap Matrix manages those dependencies but cannot eliminate every outage.
21.2 Continuity measures may include retry queues, redundant storage, provider substitution, incident communication, Token restoration and reconciliation of accepted payments.
21.3 A third-party failure does not remove Snap Matrix’s merchant responsibility for the customer’s Order. The appropriate remedy is determined by whether the product was supplied and conforms, not by which provider caused the incident.
21.4 Major incidents are prioritised according to payment exposure, data risk, number of affected users and duration. Snap Matrix may temporarily stop new purchases to prevent additional unfulfilled Orders.
22. Minors and protected persons
22.1 The Service is restricted to people aged 18 or older. Snap Matrix does not knowingly fulfil Orders to children through an Account identified as underage.
22.2 A parent or guardian who believes an underage person used a payment method or uploaded personal images should contact support promptly and secure the payment method and Account.
22.3 Snap Matrix will assess identity, privacy, payment and consumer-law considerations before disclosing content or processing a remedy. It will avoid requesting excessive child identity data.
22.4 Content involving minors remains subject to strict Acceptable Use Policy restrictions regardless of who submits it.
23. Changes to fulfilment practices
23.1 Snap Matrix may improve formats, model providers, interfaces, queue controls, storage or delivery methods. Material changes to what a future customer buys are disclosed before payment.
23.2 A technical change does not reduce an existing paid entitlement. Where an older format or feature can no longer be supported, Snap Matrix will use a reasonable equivalent or provide the remedy required by law.
23.3 The version and effective date identify this Policy. Completed Orders remain subject to the applicable contract and mandatory rights.
24. Contact and operational schedule
24.1 Fulfilment incidents and questions should be sent to info@snap-matrix.com. Use “Delivery issue – Order [ID]” or “Generation issue – Job [ID]” as appropriate.
24.2 Ordinary Token crediting is immediate; a payment-risk review may take up to twenty-four hours. Support acknowledgement target is two business days and substantive decision target is ten business days.
24.3 These targets are not extensions of mandatory legal deadlines. Snap Matrix acts without undue delay where non-supply, security or reimbursement law requires faster action.
24.4 Formal notices may be sent to the registered office shown in the Operator table, but email with the relevant identifiers is the fastest operational route.
Snap Matrix · Digital Product Fulfilment Policy · v1.0 · effective 29 July 2026. This version applies from the effective date and supersedes earlier versions for future use.