Policy

Refunds & cancellations

Last updated 24 Sep 2026

The short version: you can cancel anytime, we don't lock anything, and where money can fairly go back, it does. The details are below, written once and plainly.

• Subscriptions
• Prints
• Premium themes
• Invoices paid to a photographer
• Storage downgrades

Subscriptions

Cancel any time from Account → Manage billing. There is no notice period and nothing to email us about. Your plan stays fully active until the end of the period you've already paid for, then drops to Free.

• Monthly plansNot refunded pro-rata. When you cancel, you keep the plan through the end of the current month and are not charged again.
• Yearly plansRefundable in full within 14 days of your first purchase, as long as you've uploaded less than 10 GB in that time. After 14 days, or above 10 GB, a yearly plan runs to the end of its year and is not refunded pro-rata.
• RenewalsWe email you before a yearly plan renews. If a renewal charge slips past you, write to us within 14 days and we'll reverse it.
• UpgradesMoving up a plan mid-period is prorated automatically — you pay only the difference for the time left. Nothing to refund.

Prints

Lab prints are made to order — each one is printed for the person who bought it — so they can't be returned for a change of mind. What we do stand behind is the print itself. Prints ship to US addresses only for now.

• Damaged or wrongIf a print arrives damaged, marked, or not as ordered, report it within 14 days of delivery with a photo of the problem. We replace it at no charge; if a replacement isn't possible, we refund it.
• How to reportReply to the order confirmation email, or write to us via /contact with the order number. Either route reaches the same people. Photographers can see every order, and its status, at Store → Orders.
• Lost in transitTreated the same as damaged. Give it the carrier's estimated delivery window plus a few days, then tell us.
• When an order is refundedThe client gets the whole charge back — print, shipping and card fee. Picette's commission is returned, and the photographer's margin on that item is reversed from their Stripe balance.

Premium themes

Premium themes are digital goods. They cost $79 once, or are included on Studio and Atelier.

• RefundableWithin 7 days of purchase, if the theme is not on a published site. Ask via /contact from the account email and we'll reverse the charge.
• Not refundableOnce the theme has been published on your site, or after 7 days, the purchase is final. You keep the theme for as long as your account exists.
• Upgrading laterIf you buy a theme and later move to Studio or Atelier, the purchase isn't refunded — you already own it outright — but every other theme becomes available too.

Invoices paid to a photographer through Picette

When a client pays a photographer's invoice on Picette, the money is the photographer's — Picette is the counter it's paid across, not the shop. Refund decisions for sessions, deposits, and retainers belong to the photographer and their contract with the client.

• PhotographersYour invoices live in Studio → Money; the payments land in your Stripe account. To refund one, in full or in part, open your Stripe dashboard, find the payment under Payments, and choose Refund. The amount returns to the card the client paid with, usually within 5–10 business days, and comes out of your Stripe balance.
• ClientsAsk the photographer first — they can issue the refund directly. If you can't reach them, write to us via /contact with the invoice number and we'll get in touch on your behalf.
• Where Picette helpsWe can confirm what was paid and when, and relay a request. We don't overrule a photographer's cancellation terms, and we don't refund from our own funds for services they provide.
• DisputesIf a card dispute is opened, Stripe notifies the photographer directly; the invoice, contract, and payment records in their account are the evidence to respond with, and we help if asked.

Storage downgrades

Plans include 4 GB on Free, 25 GB on Solo, 100 GB on Pro, 1 TB on Studio, and 3 TB on Atelier. If you move to a smaller plan — or cancel to Free — and you're above the new limit, here is exactly what happens.

• Nothing is deletedEvery gallery, photo, video, and RAW file stays where it is for at least 30 days, and we email you before anything changes after that.
• Galleries go read-onlyGalleries above the new limit remain live for your clients — viewable and downloadable — but you can't upload to them until you're under the limit or back on a larger plan.
• Getting back underDelete galleries you no longer need, or move back up a plan; the moment you're within your storage, uploads resume everywhere.
• After 30 daysIf you're still over, we'll write to you with a clear date before any files are archived. We'd much rather you download your originals first, and we'll say so.