In short: cancel a subscription any time and you keep access until the end of the period you paid for. If Orla fails on our side, we fix it or refund it. If you are unhappy with generated results, we would rather redo the work than argue about it — tell us within 14 days.
1. At a glance
| What you bought | Refundable? | Window |
|---|---|---|
| Free Trial | Nothing is charged, so there is nothing to refund | — |
| Monthly subscription (Starter, Growth) | Not pro-rated — cancel to stop the next charge | Any time |
| First month of a new subscription | Yes, in full, if you have not exported anything | 14 days |
| 5-product pack ($45 Starter / $40 Growth) | Yes, in full, if none of the five products has been generated | 14 days |
| Studio setup fee ($500) | Yes, until onboarding work begins | Before work starts |
| Bespoke projects | Per the terms of your written agreement | — |
| Duplicate or erroneous charges | Always, in full | Any time |
2. Subscriptions
Subscriptions are billed monthly in advance. You can cancel at any time from your account, and cancellation takes effect at the end of the period you have already paid for — you keep full access until then.
We do not pro-rate partial months. If you cancel on day 3 of a month you have paid for, you still have the service until day 30.
New subscriber guarantee
If you are unhappy within 14 days of your first payment on a new subscription and you have not exported any listings, email us and we will refund that first payment in full. This applies once per customer.
3. Free Trial
The Free Trial is not charged. We ask for a card to verify the account and to stop one person opening unlimited free accounts, but nothing is taken from it during the trial and the trial does not turn into a paid plan on its own — you choose a plan when you are ready. If a card is ever charged in error, we refund it in full, any time.
4. Add-on product packs
A 5-product pack is bought outright — $45 on Starter, $40 on Growth — and the five products stay on your account until you use them. They do not expire at the end of the month and they are not affected by cancelling or changing your plan.
A pack is refundable in full within 14 days if none of its five products has been generated. Once any product in the pack has been generated, the compute for it has been spent and the pack is no longer refundable — but that is exactly when section 6 applies: if you are unhappy with what came back, we redo it.
We do not refund part of a pack. Splitting five products into partial credits turns every conversation into an argument about which images counted, and we would rather spend that time regenerating your images.
5. Setup fees
The one-time setup fee for Studio plans covers onboarding: calibrating your brand style, building your presets, and configuring your specification templates.
It is fully refundable until that work begins. Once we have started onboarding, it is non-refundable, because the work is bespoke to your brand and cannot be resold. We will always tell you before we start.
6. When results are not right
On plans that include human review, our job is to get the result right. If something we deliver does not match your brief:
- tell us within 14 days of delivery and describe what is wrong;
- we will revise it at no charge — Studio plans include revisions until the result is right;
- if after reasonable revision we still cannot deliver what was agreed, we will refund the amount paid for that product or batch.
On self-serve plans, generation is automated and you control the inputs and edits, so we do not refund results you simply did not prefer. You can regenerate within your plan's allowance.
7. When we will always refund
- Duplicate charges — refunded in full.
- Charges after a valid cancellation — refunded in full.
- Charges you did not authorise — refunded in full once verified, and we will help you secure the account.
- Extended outage — if Orla is unavailable for a prolonged period in a billing month, tell us and we will credit or refund that month at your choice.
- A paid feature we discontinue — pro-rata refund for the unused portion.
8. How to request a refund
Email dotychou@dotychou.com with:
- the email address on the account;
- the date and amount of the charge;
- what went wrong.
We aim to reply within 2 business days. Approved refunds go back to the original payment method, usually within 5–10 business days depending on your bank. We do not charge a processing fee.
9. Chargebacks
If something has gone wrong, please email us first — we can almost always resolve it faster than a bank dispute. Raising a chargeback without contacting us may result in the account being suspended while the dispute is investigated.
10. Statutory rights
Nothing in this policy limits any refund or cancellation rights you have by law in your country. Where local consumer law gives you stronger rights than this policy, those rights apply.
11. Contact
dotychou@dotychou.com — Doty Chou Design & Co. LLC, 28-07 Jackson Avenue, unit 11-1101, New York, NY 11101, USA.