If your delivered photos do not look like you, we redo them. This page explains the redo workflow, what qualifies for a redo, what qualifies for a refund, and the timing.
The redo policy
If the photos we deliver do not look like you, we generate a new set at no additional charge. This is the default outcome when the identity match is off. We do not require you to argue for it, and we do not void it because you downloaded a photo to inspect it.
To request a redo, reply to your delivery email or contact hello@aurawave.ai within 14 days of delivery. Tell us which photos do not look like you and, when possible, attach a recent reference selfie. We regenerate the set within 48 hours.
What qualifies for a redo
- The face in the delivered photos does not match your face.
- Skin tone, hair color, or facial structure has shifted from your training selfies.
- Apparent age is significantly off from your real age.
- The photos exhibit obvious AI artifacts that our grading should have caught (extra fingers, distorted ears, unnatural collars, melted glasses).
What qualifies for a refund
If a redo also fails to deliver a usable set, you are entitled to a full refund. We process refunds within 5 business days to the original payment method.
Refunds are also available within 14 days of purchase if you have not yet downloaded any photos and decide the service is not for you. After 14 days, or after a successful download, the redo policy applies instead.
What does not qualify
- Subjective dissatisfaction unrelated to identity match (for example, "I prefer the navy backgrounds over the gray," or "I wish there were more outdoor shots"). Backgrounds and attire are selected at session purchase. Re-purchase a session with different selections if you want different output styles.
- Selfies that did not meet our upload guidelines (poor lighting, sunglasses on every photo, makeup or filters obscuring features). The Intelligence Engine grades against the training set you provided. Bad input limits the upper bound of what grading can recover.
- Requests made more than 14 days after delivery.
The grading guarantee
Aurawave's Intelligence Engine grades every output against a working photographer's checklist before delivery. The photos that ship are the photos that passed. If a photo somehow ships that should not have, we will replace it.
Chargebacks
Please contact us before initiating a chargeback. We resolve almost every concern within 48 hours of an email. Chargebacks initiated without contacting us first may result in account termination.
Contact
Refund or redo requests: hello@aurawave.ai. Include your order ID and a brief description of the issue.