Refund policy

Last updated: 17 October 2026 · Version 1.0

A pet profile on Pet Persona is digital content that we start making for you as soon as you pay. When you pay, you ask us to start straight away and agree that you lose the usual 14-day right to cancel once we start (see the terms). That doesn't mean you're stuck if something goes wrong.

When you get your money back

• You paid twice for the same pet (for example in two browser tabs): we refund the extra payment automatically. You don't need to ask.
• We can't deliver: if we can't create your pet's paid content (its companion clips and daily horoscopes) within a reasonable time because of a problem on our side, email us and we refund you in full.
• Something is wrong with what you got: under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If it isn't, we will first try to fix it (for example by regenerating your pet), and if we can't, you are entitled to a full or partial refund.
• Anything else: email us. We look at every request and refund where it's fair.

AI results vary, and a portrait or clip that isn't a perfect likeness is not on its own a fault. You can see your pet's reveal before you pay, and you can regenerate your pet up to 2 times free of charge.

How refunds work

• Refunds go back to the card or payment method you used, in the same currency. We start them straight away; your bank may take 5 to 10 working days to show the money.
• When a payment is refunded in full, the pet it unlocked is locked again.
• If you dispute a payment with your bank instead of asking us, the same happens if the dispute succeeds. Please email us first: it's quicker for you.

How to ask

Email support@getpetpersona.com from the address on your account, with your pet's name and roughly when you paid. We aim to reply within 5 working days.

Bednal Limited, Unit 4 Clifford Court, Cooper Way, Carlisle, CA3 0JG. Company number 12582198.