Refund policy

Requesting help or a refund

Contact support@cheriby.com from the account used for the purchase. Include the order reference and explain the issue. Never send card details, passwords or PayPal credentials.

Failed or interrupted jobs

If a system failure interrupts creation, we keep your original paid order and recover the work at no additional charge. You do not need to pay again for that recovery.

If we confirm that we cannot deliver your paid order, we will issue a full refund for that order. A policy investigation or a failed generation does not itself mean you should place another order.

Work already started and cancellation

Digital creation uses your selected actions and uploaded references. Cancellation eligibility depends on the order state, work already performed and rights that cannot be excluded under applicable law. Contact support before placing a duplicate order or requesting recovery elsewhere.

After delivery

If you have received your Companion but are unhappy with the result, contact support with your order reference and a description of the issue. We review these requests individually. AI generation can produce variations, so we do not promise an exact visual match.

An incorrect or duplicate charge is reviewed against the payment provider’s records. Approved refunds are returned through the original payment provider where supported. Timing depends on the provider and your financial institution.

Policy investigations and your rights

A policy investigation preserves the order for review. If we cannot fulfil an affected paid order, we assess it under the delivery and refund commitments above and applicable law. Account enforcement does not automatically forfeit unrelated paid orders.

This policy does not limit your rights under applicable consumer law.