Cancellation Policy
Snap Matrix · Cancellation 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: Snap Matrix does not sell subscriptions under this Policy. “Cancellation” therefore means stopping an unaccepted Order where possible, exercising an applicable withdrawal or termination right, cancelling a pending generation job where the interface permits, or closing the Account. These actions have different consequences. |
1. Purpose and cancellation categories
1.1 This Policy explains the available routes to cancel an Order, generation request, digital-content contract or Account and the effect on payments, Tokens, Outputs, access and personal data.
1.2 Because digital products can be supplied immediately, an Order may become technically complete within moments of payment. The ability to cancel a pending action is therefore narrower than for physical delivery and must be distinguished from a statutory remedy.
1.3 The Refund Policy governs monetary outcomes. The Digital Product Fulfilment Policy determines whether supply has occurred. The Terms and Conditions govern suspension, termination for breach and post-termination rights.
1.4 Mandatory withdrawal, conformity and termination rights are preserved. A label used in the interface does not reduce a right available under applicable law.
2. No subscription or automatic renewal
2.1 Token Packs, paid photo content and separately priced generation transactions are one-off purchases. Snap Matrix does not renew them automatically or debit the customer on a recurring schedule.
2.2 Unused Tokens remaining in an Account do not constitute an active subscription. Closing the Account is not needed to stop recurring charges because no recurring payment authority is created.
2.3 Saving a payment credential with the Payment Provider supports faster future checkout only. Each future purchase requires a separate affirmative payment action and may require issuer authentication.
2.4 Any future subscription would require distinct pre-contract disclosure, an explicit recurring-payment mandate, renewal terms and an accessible cancellation mechanism before it could bind a customer.
3. Cancellation status matrix
3.1 The operational route depends on the state of the relevant action.
| Action / state | Can it be stopped? | Ordinary consequence | Next route |
| Checkout not confirmed | Yes | No Order and no charge | Close or leave checkout |
| Payment authentication pending | Usually | Authorisation may expire or be voided | Exit and check bank status |
| Paid Order under risk review | Often, before fulfilment | Void or refund if capture occurred | Contact support promptly |
| Token Pack already credited | Not technically cancellable as pending | Assess withdrawal or refund rights | Use Refund Policy |
| Generation job queued | Only if cancel control is available | Token returned if processing has not irreversibly begun | Use Account control |
| Generation processing | Usually no | Job completes or fails; failure rules apply | Wait for result / report error |
| Completed Output available | No pending job to cancel | Access and legal remedies remain | Use Refund Policy if non-conforming |
| Account active | Yes, subject to security checks | Access ends; no automatic cash refund | Submit closure request |
| Account suspended for review | Closure may be deferred | Evidence and legal holds preserved | Resolve security/compliance case |
4. Cancelling before payment confirmation
4.1 A customer may leave the checkout before selecting the final payment action. No contractual Order is created merely by viewing a product or entering preliminary billing information.
4.2 If an issuer authentication window has opened, closing it may leave a temporary authorisation state. The customer should check the Account and bank record before attempting the same purchase again.
4.3 A pre-authorisation hold that is released without capture is controlled by the issuer and is not a merchant refund. Support can check whether Snap Matrix received a successful result.
4.4 A promotional reservation, cart or displayed Token Pack price is not guaranteed indefinitely. A later checkout may use the then-current price and terms.
5. Cancelling a pending paid Order
5.1 Where a payment was authorised or captured but the Token Pack or paid content has not yet been fulfilled, the customer should contact support immediately with the Order ID and state that cancellation is requested before supply.
5.2 Snap Matrix will attempt to stop fulfilment, void the authorisation or initiate a refund. A request cannot be guaranteed if automated fulfilment completes before it is processed.
5.3 If fulfilment already occurred, the request is assessed under the withdrawal, refund and conformity rules rather than represented as a technical cancellation.
5.4 A risk-review hold may last up to twenty-four hours. Snap Matrix may itself cancel an unresolved Order and release or refund the payment instead of issuing Tokens into a potentially compromised Account.
6. Immediate digital supply and withdrawal
6.1 At checkout, the customer may be asked to request immediate supply and acknowledge the consequence for the statutory withdrawal right. Snap Matrix relies on that consequence only where all legally required elements are recorded.
6.2 Where valid immediate supply has not begun, an eligible consumer may exercise withdrawal within the applicable fourteen-day period. Where immediate performance began with valid express consent and acknowledgement, the change-of-mind right may cease.
6.3 The ending of a change-of-mind right does not remove remedies for non-supply, defective or non-conforming content. Those claims follow the Refund Policy and mandatory digital-content law.
6.4 Snap Matrix will not treat a pre-ticked field, silence or mere website use as express consent to lose a withdrawal right.
7. Cancelling generation jobs
7.1 A queued generation job may display a cancel control. If cancellation is accepted before material processing begins, the associated Tokens are restored or the separate charge is voided where technically possible.
7.2 Once processing has materially begun, a job ordinarily cannot be stopped because computing resources have been committed and the output process is irreversible. Closing the browser does not cancel the server-side job.
7.3 A completed job cannot be retroactively cancelled as a pending action. The customer may delete the Output from the Account where the feature is available, subject to retention needed for security, disputes or legal compliance.
7.4 A failed job is handled through automated or manual Token restoration. A moderation block for prohibited input is handled under the Acceptable Use Policy and may not qualify for restoration where the restriction was clearly disclosed.
8. Token Packs after crediting
8.1 Crediting the purchased Token quantity completes supply of the Token Pack. Tokens are not a deposit that can be cashed out on demand, and unused Tokens do not create a standing cancellation balance.
8.2 A customer may nevertheless have a statutory withdrawal or refund right depending on consent, timing, use and conformity. Snap Matrix assesses the underlying Order and may reverse the related Tokens when issuing reimbursement.
8.3 Using part of a Token Pack may affect the available remedy where mandatory law permits proportional treatment. Promotional Tokens are removed before or alongside paid Tokens where they were contingent on the cancelled purchase.
8.4 A future price decrease or a decision not to use remaining Tokens is not by itself a cancellation ground. Material service discontinuation is addressed under section 16.
9. Paid content and completed Outputs
9.1 Paid photo content is supplied when the purchased file, view or download entitlement becomes available. A completed generated Output is supplied when it is made available in the Account or through the stated delivery route.
9.2 Deleting or declining to download supplied content is not the same as cancelling the contract. It may support privacy preferences but does not automatically reverse payment.
9.3 Where content is corrupted, unavailable, materially misdescribed or otherwise non-conforming, Snap Matrix will apply the correction, replacement, price-reduction or refund framework in the Refund Policy.
9.4 The customer remains responsible for stopping use of content after a valid termination or refund where the law requires access and use to cease.
10. How to submit an Order cancellation request
10.1 Send the request to info@snap-matrix.com with the subject “Cancellation – Order [ID]”. Include the Account email, Order ID, date, product and a clear statement whether the request concerns pending supply, statutory withdrawal or a service problem.
10.2 Do not send a password, full card number, card verification code or one-time authentication code. The scheme and final four card digits may be used only if needed to distinguish transactions.
10.3 A request is effective when it reaches Snap Matrix, subject to proof and mandatory rules. An automated acknowledgement does not confirm that fulfilment was stopped or that a refund is approved.
10.4 Snap Matrix aims to acknowledge a complete request within two business days and to decide it within ten business days, while applying any shorter statutory reimbursement or termination deadline.
Order cancellation route
| Step | Action |
| 1. Check status | Confirm whether the Order is unpaid, pending, fulfilled, used or disputed. |
| 2. Stop duplicates | Do not submit another purchase while the first result remains uncertain. |
| 3. Send request | Contact info@snap-matrix.com immediately with the Order ID and requested legal or operational route. |
| 4. Preserve evidence | Keep the receipt, consent screen, bank status and Account ledger. |
| 5. Follow outcome | Check whether the result is void, refund, Token reversal, restoration or denial. |
| 6. Escalate | Use the complaint route if the decision does not address material evidence or mandatory rights. |
11. Account closure
11.1 An Account holder may request closure through the available Account control or by contacting support. Snap Matrix may verify control of the Account before acting to prevent malicious closure.
11.2 Closure ends ordinary access to Tokens, purchased content, generation history and Account features. The customer should download content they are entitled to retain before closure, subject to the Terms and third-party rights.
11.3 Account closure is not a refund request and does not convert remaining Tokens into cash. Any unresolved Order, statutory remedy or payment dispute must be identified and is assessed separately.
11.4 The customer may request data erasure at the same time, but account closure and erasure are distinct. Legal, accounting, fraud, dispute and security records may remain where retention is required or justified.
12. Consequences of voluntary closure
12.1 Unused Tokens cease to be available when the Account is closed. Snap Matrix may offer a short reactivation period for accidental closure, but no such period is guaranteed unless stated in the closure confirmation.
12.2 Rights already granted in lawfully downloaded Outputs are governed by the Terms. Closure does not authorise continued access to hosted features, remove third-party rights, or validate prohibited content.
12.3 A saved payment token associated with the Account is disabled for future Snap Matrix purchases where technically controlled by Snap Matrix. Historical payment records remain with the Payment Provider and merchant as required.
12.4 A person may not close an Account to obstruct an active chargeback, fraud investigation, legal request or enforcement process. Snap Matrix may preserve or restrict the Account until the necessary evidence is secured.
13. Suspension and termination by Snap Matrix
13.1 Snap Matrix may suspend or terminate access for a material breach of the Terms or Acceptable Use Policy, payment reversal, security compromise, legal requirement, sanctions issue, fraud risk or threat to the Service.
13.2 Where the issue can be corrected safely, Snap Matrix may give notice and a reasonable opportunity to cure. Immediate action may be taken for unlawful content, identity abuse, non-consensual intimate imagery, child-safety risk, account takeover, payment crime or material infrastructure harm.
13.3 Suspension is temporary and may limit generation, downloads, payment or all Account functions. Termination ends the contractual access described in the notice, subject to mandatory remedies for unaffected paid content.
13.4 Enforcement is proportionate to the conduct, evidence and risk. The customer may appeal using the route in the Acceptable Use Policy unless disclosure or review is legally restricted.
14. Effect of enforcement on payments and Tokens
14.1 Termination for the customer’s serious breach does not ordinarily require refund of used or remaining Tokens, because loss of service results from prohibited conduct. Mandatory consumer rights and remedies for unrelated non-conforming content remain preserved.
14.2 If Snap Matrix terminates without customer breach and cannot continue supplying an outstanding paid entitlement, it will provide the remedy required for the affected unused or unsupplied portion.
14.3 A chargeback or reversed payment may cause removal of Tokens and content obtained through that payment. If the dispute is resolved in Snap Matrix’s favour or the amount is repaid, access may be restored subject to other restrictions.
14.4 Snap Matrix may offset a duplicate service credit or restore a balance after an enforcement error, with an Account ledger entry explaining the adjustment.
15. Data deletion and retention after closure
15.1 Snap Matrix deletes or anonymises Account data that is no longer needed, according to the Privacy Policy and the nature of each record. User-deleted Outputs may leave short-lived backups and security references during controlled deletion cycles.
15.2 Order, invoice, tax and accounting source documents are retained for the statutory period, ordinarily seven years. Complaint, fraud and legal-claim evidence may be retained for the applicable limitation or defence period.
15.3 Inputs and Outputs used only to provide the generation service are not retained indefinitely by default. Any optional product-improvement use requires the lawful basis and controls described in the Privacy Policy.
15.4 A closure request does not require deletion of data belonging to another person, evidence of unlawful conduct, or records that Snap Matrix must preserve under a legal hold.
16. Service discontinuation
16.1 Snap Matrix may discontinue a feature or the Service for commercial, technical, legal or security reasons. Where practicable, material discontinuation affecting paid unused Tokens is announced in advance.
16.2 The notice may provide a use period, migration or export tool, replacement service, Token conversion within Snap Matrix, or refund for an affected unusable paid balance. The selected remedy will comply with mandatory law and will not convert Tokens into a generally redeemable instrument.
16.3 Immediate discontinuation may be necessary where continued operation is unlawful, insecure or dependent on an unavailable critical provider. Snap Matrix will still address captured payments and unsupplied obligations.
16.4 Discontinuation does not require continued hosting of Outputs forever. Customers are responsible for downloading content during an announced access period where the contract permits local retention.
17. Death, incapacity and unauthorised requests
17.1 Because Accounts may contain personal images and private generation history, Snap Matrix does not transfer access solely on an informal request by a relative, employer or other third party.
17.2 A legally authorised representative may contact support with proportionate evidence of authority. Snap Matrix will assess privacy, intellectual-property, estate and account-security obligations before disclosing, exporting or closing data.
17.3 An unauthorised closure request, forged evidence or attempt to obtain another person’s content may lead to rejection and security action. Snap Matrix may communicate through the verified Account email.
17.4 Where the Account holder is under eighteen contrary to the eligibility rule, Snap Matrix may close the Account and handle payments and data according to mandatory law and the specific circumstances.
18. Complaints and appeals
18.1 A cancellation, closure or enforcement decision may be challenged by replying to the case or writing to info@snap-matrix.com. Identify the affected Account or Order, the disputed decision and the specific correction requested.
18.2 Where practicable, a reviewer not responsible for the initial enforcement decision will assess the appeal. Snap Matrix may uphold, narrow, reverse or replace the measure and will restore Tokens or access where an error caused loss.
18.3 A consumer may use the competent Estonian consumer-dispute route and court remedies described in the Terms. Data-protection complaints may be directed to the Estonian Data Protection Inspectorate or another competent authority.
18.4 An appeal does not automatically pause a measure needed to prevent imminent harm, unlawful content, fraud or security compromise.
19. Records and proof of cancellation
19.1 Snap Matrix records the request time, Account and Order identifiers, status at receipt, decision, reason, refund or Token action, communications and closure completion. These records protect both parties against duplicate or unauthorised actions.
19.2 The customer should retain the cancellation or closure confirmation. A bank statement alone may not show whether an Order was voided before settlement or refunded after capture.
19.3 Consent and immediate-supply records may be retained with the Order to establish whether a withdrawal exception applied. They are not used to create recurring payment authority.
19.4 Records are access-controlled and retained according to the Privacy Policy, accounting law, payment-dispute periods and legal-defence needs.
20. Changes to this Policy
20.1 Snap Matrix may update cancellation controls when products, interface states, legal requirements or security processes change. The current version and effective date appear at the beginning and end of this document.
20.2 An update does not retroactively remove an accrued withdrawal, refund or termination right. A completed Order is assessed under the contract and mandatory law applicable to it.
20.3 Any future recurring product requires a specific update and explicit consent; a general policy update cannot transform an existing Token Pack into a subscription.
21. Contact and closure checklist
21.1 Operational requests should be sent to info@snap-matrix.com. State whether the request is for Order cancellation, withdrawal, job cancellation, Account closure, data erasure or an appeal.
21.2 Before Account closure, verify completed Orders, use or export content lawfully retained, resolve pending refunds or chargebacks, remove saved payment methods where available, and preserve confirmations.
21.3 After closure, do not create replacement Accounts to evade a restriction. A new Account may be blocked where it is linked to unresolved fraud, payment or Acceptable Use Policy enforcement.
21.4 Formal notices may also be sent to the registered office in the Operator table. Email remains the primary route for timely technical action.
Snap Matrix · Cancellation Policy · v1.0 · effective 29 July 2026. This version applies from the effective date and supersedes earlier versions for future use.