Refund Policy

Last updated: 23 July 2026

This Refund Policy explains the circumstances in which refunds, replacement files, restored Credits, or other remedies may be available for purchases made through frozen-textures.com.

It applies to:

• purchases of Credits used for AI texture generation;
• AI-generated textures;
• ready-made digital textures purchased from the Store;
• duplicate, unauthorised, or failed transactions;
• technical problems affecting delivery or access.

This Refund Policy forms part of the FrozenTextures Terms of Service.

1. About FrozenTextures

FrozenTextures is owned and operated by:

FROZEN SKINS LTD

Company number: 17313549

Address: 77 Fulham Palace Road, London, The Foundry, W6 8AF, United Kingdom

Email: [email protected]

Website: frozen-textures.com 

In this Refund Policy, “FrozenTextures”, “we”, “us”, and “our” refer to FROZEN SKINS LTD.

“You” and “your” refer to the customer, account holder, or user making a purchase or using the Services.

2. Digital Products

FrozenTextures supplies digital products and services only. No physical goods are shipped.

Our digital products and services may include:

• Credits added to your account;
• AI texture generations;
• generated texture files;
• PBR texture packs;
• ready-made Store textures;
• downloadable maps and related digital files.

Digital content is normally considered delivered when it is added to your account, generated, made available for download, or otherwise made accessible through the Website.

3. General Refund Rule

Because FrozenTextures supplies digital products that can be accessed, generated, or downloaded immediately, purchases are generally final once the relevant digital content or service has been supplied.

However, a refund, replacement, corrected file, new download, or Credit restoration may be available where:

• the product was not delivered;
• a confirmed technical failure prevented generation;
• Credits were charged incorrectly;
• files are corrupted or incomplete;
• the wrong product was supplied;
• the product materially differs from its description;
• a transaction was duplicated;
• a transaction was unauthorised;
• a remedy is required under applicable consumer law.

Nothing in this Refund Policy limits rights that cannot lawfully be excluded.

4. Credits

FrozenTextures uses Credits for AI texture generation.

Unless otherwise displayed on the Website:

• 1 generation costs 1 Credit;
• 100 Credits cost USD 150;
• prices in other currencies are displayed when you switch the currency on the Website.

Credits are delivered when they are successfully added to your FrozenTextures account.

Credits have no cash value outside FrozenTextures and cannot ordinarily be withdrawn, transferred, sold, exchanged, or redeemed for cash.

5. Refunds for Unused Credits

Unused Credits may be eligible for a refund where:

• the payment was duplicated;
• the Credits were added to the wrong account because of a confirmed system error;
• the transaction was unauthorised and verified;
• the Credits were not delivered after successful payment;
• a refund is required by applicable law.

A refund will generally not be provided merely because:

• you changed your mind after the Credits were added;
• you no longer wish to use the generator;
• you purchased the wrong Credit package;
• you did not review the displayed price or currency before payment;
• you expected a different exchange rate from your bank or card provider.

Where legally permitted, we may deduct any Credits already used before calculating the refundable amount.

6. Used Credits

Credits that have already been spent on a completed generation are generally non-refundable.

A Credit is considered used when:

• a generation request has been submitted;
• the Credit has been deducted;
• the generation has completed; and
• a result has been made available in your account or through the Website.

A generated result does not become refundable solely because it does not match your subjective artistic preference.

AI generation is probabilistic, and results may vary even where similar prompts and settings are used.

7. Failed AI Generations

Where a generation fails because of a confirmed technical problem and no usable output is delivered, we may:

• restore the deducted Credit;
• allow a replacement generation;
• correct the affected Credit balance; or
• provide another appropriate remedy.

Examples may include:

• the generator returns no output;
• the generation process stops because of a server error;
• Credits are deducted more than once for the same request;
• the generated file cannot be accessed because of a confirmed Website fault;
• the system records the generation as completed although no files were created.

We may investigate generation logs, account records, error messages, and other technical information before approving a Credit restoration.

8. Subjective Dissatisfaction With Generated Textures

Refunds or Credit restorations are not normally available where a generation completed successfully but:

• you dislike the colours, pattern, style, or composition;
• the result does not exactly match your prompt;
• you selected the wrong material, style, seed, resolution, or settings;
• the result contains minor AI artefacts;
• you decide not to use the generated texture;
• you expected the result to be unique;
• the texture is unsuitable for software or a workflow not represented as supported.

You are responsible for reviewing the prompt and settings before submitting the generation request.

9. Store Products

Ready-made textures purchased from the Store are digital products.

Store purchases are generally final once the files have been made available or downloaded, except where the files are faulty, missing, corrupted, incorrectly supplied, materially different from their description, or where a refund is required by law.

You should review the product page before purchasing, including:

• preview images;
• resolution;
• file formats;
• included PBR maps;
• compatibility information;
• product description;
• price and currency.

10. Problems With Store Products

You may contact us where:

• the purchased product was not delivered;
• the download link does not work;
• the files are corrupted;
• essential advertised files are missing;
• the wrong texture was supplied;
• the resolution or format materially differs from the product description;
• the digital product is otherwise faulty.

We may first attempt to resolve the issue by:

• restoring download access;
• issuing a new download link;
• replacing the damaged file;
• supplying a missing file;
• correcting the product package;
• providing reasonable technical assistance.

UK consumer law provides remedies where digital content is faulty, including repair or replacement and, in appropriate circumstances, a price reduction or refund.

11. Compatibility Issues

Before purchasing, you are responsible for confirming that the product specifications are suitable for your intended software, device, rendering engine, game engine, or workflow.

A refund will not normally be provided where:

• your software does not support the advertised file format;
• your device cannot process the texture resolution;
• you use an outdated or unsupported software version;
• a third-party plug-in or application changes or damages the file;
• the product page accurately disclosed the relevant specifications.

A refund may still be considered where compatibility was expressly represented by us and the product does not materially comply with that representation.

12. Duplicate Charges

Contact us if you believe you were charged more than once for the same purchase.

We may request:

• your account email;
• transaction references;
• payment dates;
• charged amounts;
• screenshots or account statements showing the duplicate transactions.

Where a duplicate charge is confirmed, the duplicate payment will be refunded to the original payment method.

13. Cancellation Rights

UK consumers may have a 14-day cancellation right for certain distance contracts.

For digital content supplied immediately, customers may be asked to:

1. expressly consent to supply beginning before the end of the 14-day cancellation period; and
2. acknowledge that the right to cancel will be lost once digital supply begins.

Official UK guidance states that customers must agree to immediate digital delivery and confirm that they understand they will lose the 14-day cancellation right once downloading or streaming begins. 

Digital supply may begin when:

• Credits are added to your account;
• Credits are used for generation;
• generated files are made available;
• a Store product becomes available for download;
• a download begins.

Where the required consent or acknowledgement was not obtained, statutory cancellation rights may continue to apply.

14. Non-Refundable Circumstances

Subject to applicable law, refunds are generally not available where:

• Credits have already been used successfully;
• generated content was delivered successfully;
• Store files were supplied as described;
• you changed your mind after digital delivery began;
• you purchased the wrong product or Credit package;
• you failed to check the selected currency;
• you entered an incorrect account email;
• you lost access because you shared or failed to secure your account;
• your software is incompatible with clearly disclosed specifications;
• you did not download files before deleting your account;
• you violated the Terms of Service;
• access was restricted because of fraud, sanctions, chargebacks, or unlawful use;
• the request is based only on subjective dissatisfaction with an AI-generated result.

15. How to Request a Refund

Send your request to:

[email protected] 

Include:

• your full name;
• account email;
• transaction or order reference;
• purchase date;
• product name or Credit package;
• texture or generation ID, where applicable;
• reason for the request;
• screenshots or error messages;
• any other information needed to investigate the issue.

Incomplete information may delay our review.

16. Refund Review Period

We normally review refund requests within 2 business days after receiving sufficient information.

This means we will assess or acknowledge the request within that period. It does not guarantee that every technical, payment, fraud, or legal investigation will be fully resolved within two business days.

We may request additional evidence or information before making a final decision.

17. Approved Refunds

Approved monetary refunds will normally be sent to the original payment method.

We do not normally issue refunds:

• to another card;
• to another bank account;
• in cash;
• to another FrozenTextures account;
• through a different payment method.

Approved refunds are normally initiated within 14 days after approval.

The payment provider, bank, or card issuer may require additional time to display the funds in your account.

18. Changes to This Refund Policy

We may update this Refund Policy to reflect:

• changes to our Services;
• changes to the Credit system;
• new payment methods;
• changes to consumer law;
• changes to payment providers;
• operational or technical changes.

The updated version will be published on the Website with a revised “Last updated” date.

Changes will not remove statutory rights relating to purchases completed before the updated policy took effect.

19. Governing Law

This Refund Policy is governed by the laws of England and Wales.

Consumers may also benefit from mandatory protections provided by the laws of the country in which they ordinarily live.

20. Contact Information

For refund requests or questions, contact:

FROZEN SKINS LTD

Company number: 17313549

Address: 77 Fulham Palace Road, London, The Foundry, W6 8AF, United Kingdom

Email: [email protected]