Digital product — what this means for refunds
Mozaify creates a custom digital product from your photos. Each mosaic is generated uniquely for your images — it cannot be resold or reused. Because of this, refunds are handled on a case-by-case basis rather than as an automatic right.
That said, we are a small operation and we care about your experience. If something goes wrong on our end, we will make it right.
When you are entitled to a full refund
You are entitled to a full refund in the following situations:
- Your payment was processed but the mosaic was never delivered to your email and the download link did not appear on screen.
- A technical error on our server caused the final HD file to be corrupted, incomplete, or undownloadable.
- You were charged more than once for the same order due to a payment processing error.
- You contacted us within 24 hours of purchase and have not yet downloaded the HD file.
When refunds are not applicable
We are unable to offer refunds in the following situations:
- You have already downloaded the HD mosaic file.
- You are unhappy with the artistic result — mosaic quality depends significantly on the photos you upload and is visible in the watermarked preview before payment.
- You uploaded low-quality, blurry, or very dark photos as tiles, and the output reflects those limitations.
- You selected a tier that produces a canvas smaller than your intended print size — tier dimensions and print guidance are shown before purchase.
- More than 7 days have passed since your order.
How to request a refund
Email us at [email protected] with the following:
- Your order reference number (shown in your delivery email)
- The email address you used at checkout
- A brief description of the issue
We aim to respond within 1 business day. Approved refunds are processed back to your original payment method within 5–7 business days depending on your bank.
Partial refunds
In cases where the mosaic was delivered but a genuine quality issue is present — for example, a rendering error that was not caused by your source images — we may offer a partial refund or a complimentary re-render at no charge. We will discuss the right resolution with you directly.
Preview before you pay
Mozaify generates a full watermarked preview of your mosaic before you pay. You can zoom into this preview using the deep zoom viewer to inspect tile quality before committing to a purchase. We strongly encourage reviewing the preview carefully — it accurately represents the final output.
If you are not satisfied with the preview, do not proceed to payment. Your session will expire automatically and no charge will be made.
Questions? If you have any concerns about your order that are not covered here, email us at [email protected]. We are a small team and we read every message.