Legal · Effective 8 September 2026
Refund Policy
Picovella sells time-limited memberships. Please read these conditions before completing an order.
Operated by Picovella
Flat A, 12/F, Marvel Court, 15 Man On Street, Tai Kok Tsui, Kowloon, Hong Kong
[email protected] · +852 5539 6822
Before you export
You may request a full refund within 7 calendar days of purchase if no export, AI render or commercial licence has been produced under the card. Both conditions must be met, except where the law gives you more.
After you export
Once an export or AI render has been produced, the term is generally non-refundable, because the paid result has been delivered. This does not affect rights that cannot legally be excluded.
Renewals
Switch renewal off before the term ends and no further charge is made. If a renewal charged after you switched it off, or you were charged twice, write to us and we will return it.
Technical problems
If a fault prevents export or makes a delivered file unusable, contact us promptly. We will first try to correct or re-render the file. If we cannot deliver what you paid for, we review the order for a refund.
How to ask
Email [email protected] from the purchase email with the order reference and a short explanation, or call +852 5539 6822 (Monday to Friday, 10:00–18:00 Hong Kong time). Never send complete card or wallet credentials.
Alipay and WeChat Pay orders
Alipay and WeChat Pay cannot be charged again automatically, so those orders are always prepaid and never renew. A refund on such an order returns to the same wallet.
Approved refunds
An approved refund returns to the original payment method. Posting time is controlled by the provider and your bank; we cannot redirect it elsewhere. Please contact us before disputing a charge so we can investigate.