Refund Policy
Snap Matrix · Refund 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: Digital content can be supplied immediately after payment. A statutory withdrawal right may cease once supply begins only where the legally required express consent and acknowledgement have been obtained. This Policy separately preserves remedies for non-conforming, defective, unavailable or misdescribed digital content. |
1. Purpose and relationship with other terms
1.1 This Policy explains when a payment for Tokens, a Token Pack, generated image output or other paid digital photo content may be refunded, reversed, re-performed or otherwise remedied. It forms part of the contract between the customer and Trexadoc OÜ for the Snap Matrix Service.
1.2 The Terms and Conditions define the Service, Account, Order, Tokens, Inputs and Outputs. The Payment Policy describes authorisation and settlement. The Digital Product Fulfilment Policy explains when supply is complete. Where provisions conflict, mandatory consumer law prevails and the provision giving effect to that law is applied.
1.3 A refund is not the only available remedy. Depending on the issue, Snap Matrix may correct an Account balance, restore Tokens, regenerate an Output, provide access to purchased content, make the digital content conform, reduce the price or terminate the affected contract.
1.4 Nothing in this Policy limits a right that cannot lawfully be excluded, including remedies for digital content that is not supplied, is not in conformity with the contract, or causes recoverable damage through a failure to meet mandatory requirements.
2. Products covered
2.1 This Policy covers one-off purchases made through Snap Matrix: Token Packs credited to an Account; access to paid photo content; and paid generation transactions that consume Tokens or are charged separately at checkout.
2.2 Tokens are contractual service credits used within the Service. They are not money, electronic money, cryptocurrency, a deposit, an investment or a transferable store of value. A refund decision therefore concerns the underlying payment or a correction of the Token balance, not redemption of Tokens for cash.
2.3 No subscription or automatically renewing plan is offered under this version of the Service. A future recurring product would require clear recurring-price terms and a corresponding update before it is made available.
2.4 Promotional Tokens, complimentary credits, replacement credits and bonuses have no separately paid cash value. They may be restored or replaced where appropriate but are not independently refundable.
3. Eligibility principles
3.1 A claim is assessed by reference to the specific Order, the stage of supply, the customer’s express-consent record, Token use, download or access events, the nature of the alleged defect, and any evidence of unauthorised or abusive activity.
3.2 A refund may be available where Snap Matrix did not supply the purchased digital product within the promised period; credited the wrong Token quantity; charged more than once for the same Order; supplied materially misdescribed content; or could not bring non-conforming digital content into conformity within a reasonable time.
3.3 A refund ordinarily is not due merely because the customer changed their mind after immediate digital supply began with valid consent, disliked a stylistic result that complied with the stated generation parameters, failed to use Tokens before an Account restriction caused by their own material breach, or purchased an incompatible product despite clear requirements shown before payment.
3.4 Each case remains subject to mandatory law. An exclusion in this Policy is not applied where the facts establish a statutory right to reimbursement, price reduction, conformity remedy or termination.
4. Eligibility matrix
4.1 The matrix summarises ordinary outcomes. It does not replace an individual assessment and does not prevent Snap Matrix from granting a more favourable operational remedy where that resolves the issue efficiently.
| Scenario | Usual eligibility | Primary remedy | Evidence considered |
| Payment captured but no Tokens credited | Eligible after verification | Credit the Token Pack or refund the affected Order | Order ID, payment result, Account ledger |
| Duplicate charge for one intended Order | Eligible for duplicate amount | Refund duplicate settlement and reverse duplicate credits | Payment references, timestamps, checkout logs |
| Wrong Token quantity credited | Eligible for correction | Add missing Tokens or correct charge | Product configuration and Token ledger |
| Purchased content unavailable | Eligible if not restored promptly | Restore access, re-supply or refund | Entitlement and access logs |
| Generation failed before usable Output | Normally eligible for Token restoration | Automatic or manual Token re-credit; refund if persistent | Job status, error and consumption event |
| Output differs only in aesthetic preference | Normally not eligible | Optional regeneration under available settings | Prompt, settings and completed Output |
| Materially corrupted or unreadable file | Eligible if not corrected | Replace file, regenerate or refund | File integrity and download tests |
| Unauthorised card use credibly reported | Investigated urgently | Secure Account and coordinate reversal/refund | Authentication, device and payment evidence |
| Unused paid Tokens after valid withdrawal request before supply begins | Eligible where withdrawal right applies | Cancel Order and refund | Consent state and Token ledger |
| Unused Tokens after immediate supply began with valid waiver | Normally not eligible for change of mind | No cash redemption; statutory remedies preserved | Checkout consent and credit timestamp |
| Account terminated for serious prohibited use | Normally not eligible | Forfeit remaining service access subject to mandatory law | Enforcement record and transaction history |
5. Consumer withdrawal rights for digital content
5.1 Where applicable consumer law grants a fourteen-day withdrawal period, Snap Matrix will provide the required pre-contract information and a means to exercise that right. The period generally runs from conclusion of the digital-content contract.
5.2 For digital content not supplied on a tangible medium, the withdrawal right may be lost after performance begins only if the customer gave prior express consent to immediate performance, acknowledged that the right would be lost, and received confirmation of the contract as required by law.
5.3 A pre-ticked box, silence or bundled consent is not treated as sufficient. If the required consent or acknowledgement was not obtained, Snap Matrix will not rely on the immediate-supply exception against an otherwise valid withdrawal request.
5.4 Withdrawal rules are distinct from conformity remedies. Even where the change-of-mind withdrawal right has ended, a customer may still claim a remedy if the digital content is not supplied or does not conform to the contract.
6. Immediate supply and Token Packs
6.1 A Token Pack is normally supplied immediately when the purchased quantity is credited to the customer’s Account. The customer can then use Tokens to request generation jobs or access features described at checkout.
6.2 Before immediate supply, the checkout should present a clear consent statement and acknowledgement of the withdrawal consequence. The consent record is linked to the Order, policy version, time and Account.
6.3 Using any credited Tokens is strong evidence that supply was requested and used, but it does not cure a missing legally required consent record. Conversely, an unused balance does not automatically create a cash-redemption right once valid immediate supply has occurred.
6.4 Where only part of a divisible paid entitlement was supplied or used and mandatory law requires proportional reimbursement, Snap Matrix may calculate the remedy by the affected quantity or contractual value rather than cancelling unaffected performance.
7. Non-supply and delayed supply
7.1 If paid digital content is not supplied without undue delay or within a specific agreed period, the customer should request supply through support. Snap Matrix will check payment status, risk review, Account mapping and technical delivery.
7.2 Where the agreed time was essential, or Snap Matrix states that it will not supply, the customer may be entitled to terminate without allowing a further period. In other cases, a reasonable additional period may be used where required by law.
7.3 If supply remains incomplete after the applicable additional period, Snap Matrix will terminate the affected contract and reimburse amounts paid for the unsupplied product. A failed authorisation that never settled is not a refund event because Snap Matrix did not receive the funds.
7.4 A temporary queue, risk check of up to twenty-four hours, or short service incident is not by itself non-supply where the pre-purchase information clearly allowed that period and the product remains usable within it.
8. Lack of conformity and defective digital content
8.1 Digital content must match its description, quantity, quality, functionality, compatibility, interoperability and other objective or agreed requirements. Snap Matrix also provides updates needed to maintain conformity during the period required by applicable law.
8.2 The first remedy ordinarily is to bring the digital content into conformity without charge, within a reasonable time and without significant inconvenience. This may involve restoring access, correcting the Token ledger, replacing a corrupted file, re-running a failed generation job or repairing an Account entitlement.
8.3 A proportionate price reduction or termination may apply where conformity is impossible or disproportionate, where correction fails, where the defect is sufficiently serious, or where circumstances show that correction will not occur within a reasonable time or without significant inconvenience.
8.4 AI generation is probabilistic. A completed Output is not defective solely because it is not identical to an unstated mental expectation. It may be non-conforming where it materially fails an express specification accepted by the Service, is unusable due to a technical error, or lacks a promised paid feature.
9. Generation failures and Token restoration
9.1 The generation system records when a job is accepted, queued, processed, failed, completed or blocked. Tokens should not remain consumed for a verified technical failure that produced no usable Output unless the failure resulted from prohibited, malicious or deliberately invalid input disclosed as non-refundable before submission.
9.2 Where an automated failure detector operates correctly, Tokens may be restored without a support request. The restored balance is a service correction rather than a cash refund and is visible in the Account ledger.
9.3 If repeated failures prevent meaningful use of a paid Token Pack, the customer may request escalation. Snap Matrix will consider the failure rate, attempted remediation, remaining balance, product description and statutory rights when determining whether a refund or price reduction is appropriate.
9.4 A moderation rejection is handled according to the Acceptable Use Policy. A clearly disclosed rejection of prohibited content does not make the service defective. A false-positive restriction should be reviewed and may justify Token restoration or another remedy.
10. Excluded or limited claims
10.1 Subject to mandatory law, no refund is due for accidental purchase caused solely by the customer after the final price, product and immediate-supply terms were clearly displayed and the Order was confirmed; failure to secure Account credentials; or inability caused by unsupported software or a device below disclosed requirements.
10.2 No refund is due for Tokens obtained through promotion, referral, replacement or goodwill without a corresponding payment, although the underlying paid balance is treated separately.
10.3 A customer may not obtain both a full refund and retain the related paid content, downloaded entitlement or Token benefit. Snap Matrix may disable access, remove the related entitlement, reverse Tokens and prevent further use of the refunded product.
10.4 Fraudulent evidence, collusive chargebacks, repeated generation-and-refund behaviour, or deliberate exploitation of technical errors may lead to claim denial, Account restriction and preservation of evidence for the Payment Provider or competent authorities.
11. Submitting a request
11.1 A request should be sent to info@snap-matrix.com within 14 calendar days after the relevant event where reasonably possible. A later request is still considered where mandatory law provides a longer period or the defect could not reasonably have been identified earlier.
11.2 Include the Account email, Order ID, purchase date, product, amount, concise description of the issue, requested remedy and supporting screenshots or error details. Do not send a full card number, security code, password or unnecessary identity document.
11.3 For unauthorised-payment reports, state whether the Account remains accessible and whether the card issuer has been contacted. Snap Matrix may immediately secure the Account and suspend affected Tokens while the report is investigated.
11.4 One request should cover one coherent incident or related set of Orders. Separate unrelated Orders may be split into distinct cases to preserve accurate evidence and response deadlines.
Practical claim route
| Step | Action |
| 1. Identify the Order | Open the Account purchase record and note the Order ID, product, amount and payment date. |
| 2. Preserve evidence | Capture the error, missing entitlement or duplicate charge without exposing passwords or full card data. |
| 3. Contact support | Send the request to info@snap-matrix.com and state the remedy sought: supply, Token restoration, correction, price reduction or refund. |
| 4. Cooperate with checks | Respond to proportionate questions about Account ownership, payment status, device or generation job. |
| 5. Review the decision | Check the written outcome, refund amount, Token reversal and expected bank-posting period. |
| 6. Escalate if needed | Use the complaint route in section 19 before or alongside any external remedy available by law. |
12. Acknowledgement and investigation
12.1 Snap Matrix aims to acknowledge a complete request within two business days. An acknowledgement confirms receipt and case reference; it is not an acceptance of liability or eligibility.
12.2 The investigation may compare the Order, Payment Provider result, authentication event, consent record, Token ledger, generation status, access and download logs, communications and fraud indicators. Only information reasonably relevant to the claim is used.
12.3 Where information is missing, support may request a focused clarification. The response period may reasonably pause while essential information controlled by the customer is outstanding, without removing statutory deadlines that cannot be extended.
12.4 A request involving suspected account takeover, sanctions, payment crime or unlawful content may be routed to security or compliance. Snap Matrix may limit disclosure where revealing controls would create abuse risk or breach a legal duty.
13. Decision standards and timing
13.1 Snap Matrix aims to issue a reasoned decision within ten business days after receiving the information needed for assessment. Complex unauthorised-payment, technical or multi-Order cases may take longer, in which case the customer is informed of the status and next expected step.
13.2 The decision identifies the affected Order, material facts, applicable policy basis, remedy, amount or Token quantity, and any action required from the customer. A denial should distinguish between lack of evidence, an exclusion, completed conforming supply and suspected abuse.
13.3 Operational targets do not replace shorter mandatory deadlines. Where law requires reimbursement immediately or within a specified maximum period after withdrawal or termination, Snap Matrix follows that requirement.
13.4 A partial remedy will explain the calculation. Taxes, discounts and bundled benefits are allocated consistently with the transaction record and mandatory law.
14. Refund method and processing time
14.1 An approved monetary refund is sent to the original payment method unless the customer expressly agrees to another lawful method or the original method is unavailable. Snap Matrix does not request a new card number by email to process a refund.
14.2 Snap Matrix initiates an approved statutory reimbursement without undue delay and, where the law sets that limit, no later than fourteen days after the event triggering reimbursement. Internal approval time is not added to the legal maximum.
14.3 After initiation, the issuer, bank or Payment Provider controls posting. A typical visible posting period is five to ten business days, but this is not guaranteed. Snap Matrix can provide the refund reference where available.
14.4 Foreign-exchange movements, issuer fees or differences created by a cardholder’s account currency are controlled by the financial institutions. Snap Matrix refunds the transaction amount and currency recorded for the approved portion of the Order.
15. Reversal of digital benefits
15.1 When an Order is refunded, unused Tokens credited by that Order may be removed. If the Account lacks enough Tokens because they were spent, Snap Matrix may suspend further generation access, set off replacement credits, or limit the remedy to the portion required by law.
15.2 Refunded paid-content entitlements may be disabled. The customer must stop accessing or using content where termination or withdrawal legally requires this and must not circumvent technical access controls.
15.3 Outputs already generated from refunded Tokens may remain subject to the Terms, but no new right arises from retaining a local copy after the underlying contract is terminated. Snap Matrix may preserve a limited evidence copy where necessary for disputes or legal compliance.
15.4 A Token restoration for a failed job does not remove an unrelated Output or reverse the whole Token Pack. The correction is limited to the affected consumption event.
16. Chargebacks and issuer disputes
16.1 A customer may have statutory or card-scheme rights to dispute a transaction with the card issuer. This Policy does not waive those rights. Contacting Snap Matrix first can often resolve a missing credit, duplicate charge or technical failure faster.
16.2 When a chargeback is opened, the disputed amount may be provisionally reversed and the Payment Provider may request transaction evidence. Snap Matrix may suspend the related Tokens or entitlements to prevent simultaneous retention of the benefit and disputed funds.
16.3 Snap Matrix may submit accurate evidence including the Order, product description, authentication result, immediate-supply consent, Token credit and use, access logs, communications and refund history. Sensitive security data is shared only through appropriate channels.
16.4 A chargeback is not a substitute for a good-faith cancellation after conforming digital supply. Abusive or knowingly false disputes may lead to Account restriction, while a legitimate issuer decision is respected subject to any lawful representment or appeal.
17. Unauthorised payments and account compromise
17.1 Report suspected unauthorised use promptly to the card issuer and Snap Matrix. The issuer determines cardholder protections under payment law and the card agreement; Snap Matrix investigates the merchant-side Order and Account activity.
17.2 Snap Matrix may reset sessions, suspend the Account, block Token use, preserve access records and ask for proportionate proof linking the requester to the Account. It will never ask for a password or complete card security credentials.
17.3 If merchant-side evidence supports that the customer did not authorise the Order, Snap Matrix will cooperate with the Payment Provider and issuer and may issue or accept the appropriate reversal. If the Account was shared voluntarily, the assessment considers the customer’s security obligations and mandatory law.
17.4 Recovering the Account and determining the transaction remedy are related but separate. Restoring access does not itself decide whether the payment was authorised.
18. Promotions, discounts and bundles
18.1 A refund for a discounted Order is based on the amount actually paid, not the undiscounted list price. A promotion that required a minimum purchase may be recalculated if a partial refund means the condition is no longer met, where the promotion terms clearly allowed that result.
18.2 For a bundle, the remedy is allocated to the affected component using the checkout allocation or a reasonable proportion of the bundle price. Snap Matrix will not use an arbitrary nominal value to defeat a mandatory remedy.
18.3 Bonus Tokens attached to a refunded purchase may be removed first because no separate price was paid for them. Paid and promotional balances may be tracked separately in the Account ledger.
18.4 A voucher or third-party payment benefit is refunded in the form required by the applicable programme and law. Any cash component follows the original payment method where practicable.
19. Complaints and external resolution
19.1 If the customer disagrees with a decision, they may reply to the case or send a complaint to info@snap-matrix.com identifying the disputed finding and any new evidence. A reviewer not responsible for the initial decision should reassess material issues where practicable.
19.2 A consumer may contact the Consumer Disputes Committee operating at the Estonian Consumer Protection and Technical Regulatory Authority, or another competent consumer body where applicable. Court rights and mandatory jurisdiction rules remain available.
19.3 The former European Union Online Dispute Resolution platform has been discontinued and is not presented as an active escalation channel. Snap Matrix will update this section if a replacement legally required channel becomes applicable.
19.4 External escalation does not prevent the parties from resolving the matter directly. Any settlement or correction will be documented against the affected Order.
20. Abuse prevention and fair treatment
20.1 Refund controls are designed to distinguish genuine service problems from attempts to obtain repeated generation value without payment. The controls may consider linked Accounts, repeated claims, rapid Token use, device patterns and contradictory evidence, subject to privacy law.
20.2 A risk flag does not automatically determine the outcome. Material evidence is reviewed in context, and a customer may explain an apparent anomaly. Decisions that have significant effects are subject to the review rights described in the Privacy Policy.
20.3 Snap Matrix applies the same eligibility principles regardless of nationality, protected characteristic or lawful payment method. Different outcomes may result from different transaction evidence, product state or legal rights.
20.4 The company may recover a refund issued in clear error or reverse duplicate service credits, but it will provide a transaction explanation and will not remove a mandatory remedy.
21. Records and privacy
21.1 Claim records may include contact details, Order data, Token and access events, technical diagnostics, communications, decision reasons, refund references and fraud indicators. They are processed for contract performance, legal obligations and legitimate interests in dispute resolution and abuse prevention.
21.2 Accounting and transaction evidence is retained for the period required by Estonian law, ordinarily seven years for accounting source documents. Security and complaint evidence may be retained for the applicable limitation or defence period where necessary.
21.3 Customers may exercise data-protection rights under the Privacy Policy. Some information cannot be erased while it is required for accounting, payment disputes, fraud prevention or the establishment, exercise or defence of legal claims.
21.4 Support communications should avoid unnecessary special-category data and full payment credentials. Snap Matrix may redact or securely delete excessive material after extracting the information needed for the case.
22. Changes to this Policy
22.1 Snap Matrix may update this Policy for product, process, legal or Payment Provider changes. The version and effective date identify the current text.
22.2 A change does not retroactively remove an accrued mandatory right or alter a completed Order to the customer’s material detriment. The policy applicable when the Order was made is considered together with any later mandatory rule.
22.3 Material changes affecting future purchases are published before they apply. Continued use of existing Tokens is governed by the Terms and the mandatory law applicable to the underlying purchase.
23. Contact and request checklist
23.1 Send refund and remedy requests to info@snap-matrix.com. Use a subject line such as “Refund request – Order [ID]” so the case can be routed correctly.
23.2 Provide: Account email; Order ID; date and amount; product or Token Pack; issue; date first observed; troubleshooting already attempted; and preferred remedy. Provide only the last four card digits if needed to distinguish payments.
23.3 For a failed generation, include the generation job reference and a non-sensitive screenshot. For inaccessible paid content, include the content title or entitlement reference. For a duplicate charge, identify both statement entries.
23.4 Keep the case reference and refund confirmation until the bank posting appears. Contact support with the reference if the issuer cannot locate the refund after the stated posting period.
Snap Matrix · Refund Policy · v1.0 · effective 29 July 2026. This version applies from the effective date and supersedes earlier versions for future use.