Refund & Failed Generation Policy

Refund & Failed Generation Policy

Last modified June 2, 2026

Portrivo creates AI-generated portrait, headshot, image, and selected video packs from the photos you upload and the pack you choose. Because each order is custom-made for a specific person or subject, refunds are handled differently from ordinary physical products.

1. When a refund may be available

A refund may be available if:

- your payment was captured but Portrivo did not start processing your order;
- a technical failure prevents Portrivo from delivering the purchased outputs;
- Portrivo is unable to complete the order after a reasonable retry or manual review;
- you were charged more than once for the same order.

If a generation fails because of a technical issue, we will normally try to review the order, retry processing where possible, and then decide whether the order can be completed or should be refunded.

2. When a refund is usually not available

Refunds are usually not available if:

- the uploaded photos do not follow the photo guidelines shown before upload;
- the photos are blurry, heavily filtered, too dark, too small, obstructed, or do not show the face clearly enough;
- there are too few usable face details for AI generation;
- you uploaded photos of a person, pet, brand, object, or copyrighted material without having the necessary rights or consent;
- the generated outputs were delivered but you do not like the style subjectively;
- you chose the wrong pack or class after confirming checkout;
- you used the service for prohibited, unlawful, or policy-violating content.

Portrivo gives clear upload guidance before checkout. Customers are responsible for choosing suitable photos and confirming that they have the right to use the uploaded photos.

3. Failed generation process

If an order fails during AI processing, Portrivo may:

- review the failure;
- retry the generation;
- ask for additional information where needed;
- mark the order as resolved if the outputs are delivered;
- refund the order if the service cannot be completed because of a technical failure.

4. Refund method and timing

Approved refunds are issued to the original payment method through Stripe. The time it takes for the refund to appear depends on your bank or payment provider.

5. How to request help

If your order failed or you believe a refund should apply, contact Portrivo with your order email and order number. We will review the order status, payment status, and generation result before making a decision.

6. Custom AI service notice

Portrivo outputs are custom AI-generated results. AI results may vary between orders, styles, and uploaded photo sets. We cannot guarantee that every generated image or video will match a specific expectation, pose, expression, outfit, or composition.