Refund Policy
Last updated: August 2026
Our refund policy is built around escrow protection: your money stays safe until you're happy with the work. Here's what to expect when things need to change.
1. Overview
Picy uses escrow to protect both buyers and sellers. When you place an order, your payment is held securely and only released to the seller once you approve delivery. This policy explains how refunds and cancellations work under different circumstances.
2. Cancellation before work begins
If you cancel an order before the seller begins work or before any milestone is delivered, you are entitled to a full refund of the escrowed amount. No fees apply.
3. In-progress and milestone orders
For multi-milestone projects, payments for completed and approved milestones are non-refundable, as those funds are released to the seller upon approval. Unstarted or unapproved future milestones remain in escrow and can be refunded if the order is cancelled.
4. Digital assets (presets, LUTs, actions)
Digital asset purchases are final once the file is downloaded. Because these are delivered instantly and cannot be returned, we cannot offer refunds after download. Please review asset details and previews before purchasing.
5. Non-delivery or unsatisfactory work
If a seller fails to deliver within the agreed deadline or delivers work that does not match the agreed scope, you can raise a dispute. If the dispute is resolved in your favor, the escrowed amount (or the relevant portion) will be refunded to you.
6. How to request a refund
To request a refund, open the order in your dashboard, contact the seller to try to resolve the issue first, and if you can't, raise a dispute. Our team will review the case and reach a fair resolution, typically within 3–5 business days.
7. Refund timelines
Approved refunds are processed back to your original payment method within 5–10 business days, depending on your bank or payment provider. You'll receive an email confirmation once the refund is initiated.
8. Chargebacks
Issuing a chargeback through your bank without contacting Picy first may delay resolution. We encourage you to raise a dispute with us directly so we can resolve the matter promptly and fairly.
Need help with a refund? Contact our team.