Refunds and withdrawal

Before we start, a full refund

The nine previews before you order are free. You pay for the package upfront; we start creating the photos only after payment, once you confirm your choice of clothing and setting.

If you withdraw before we have begun creating the photos, we refund the whole price. You pay nothing.

Withdrawal within 14 days of payment

The photos are made bespoke to you — this is personalised digital content. The law allows the right of withdrawal to end once such performance begins, but only if you expressly request an immediate start and confirm that you thereby lose the right (Article 16 of Directive 2011/83/EU).

We do not ask you for any such statement at payment. You may therefore withdraw within 14 days of payment even after we have begun creating the photos — just write to info@looktwin.com. We refund the whole price within 14 days by the same payment method; once refunded, your right to use the photos ends and we delete the order and the photos.

Separately from this we give you the satisfaction guarantee described below — our voluntary commitment, beyond what the law requires.

Satisfaction guarantee: 14 days from delivery of your photos

Not happy? We fix it. If that doesn't help either, we refund you — just write within 14 days of delivery of your photos.

The period runs from the day we send you the e-mail that your set is ready. All you need to do within that period is write to info@looktwin.com and tell us what is wrong with the photos.

First we put it right at no extra charge: edits to individual photos from your description are included in your package, and if the whole set is off, tell us what bothers you — we set up a reshoot manually (for example different clothing or setting) and create a new set with the same number of photos, and your existing photos stay yours. The Medium and Large packages include one reshoot in the price; under the guarantee we provide it with every package. If the set still doesn't suit you after that, we refund the full package price.

Refunds go back by the same payment method you used, within 14 days of the day we confirmed the refund. The fixes may take longer than 14 days from delivery — what counts is the date of your first message, not when the fixes end. Once refunded, your right to use the set ends and we delete the order and the photos.

The guarantee does not limit your statutory complaint rights (below) or shorten their deadlines.

Complaints where the service fails

Your right to complain about a defective service is separate from the guarantee and from the above — it applies after the 14 days too — and cannot be excluded.

If we do not deliver the photos after payment, the files are damaged, or the service does not perform as agreed, write to us. We answer complaints within 14 days. If we do not bring the service into conformity, you are entitled to a price reduction or to withdraw and get your money back.

Refunds go back by the same payment method you used, at no cost to you.

Purchase of previews without watermark

If you buy your previews without watermark in 2K (the e-mail offer, section 8 of the Terms), you may withdraw within 14 days of payment — just write to info@looktwin.com. If the photos don't suit you, we refund the full price if you write within 14 days of their delivery; edits or a re-shoot are not part of this purchase. We refund within 14 days to the same payment method; once refunded, the right to use the photos ends.

What we do not refund

After 14 days from delivery of the photos we do not refund because you changed your mind — from then on a refund is available only where the service is faulty (complaints above). You see the package and the guaranteed number of photos before you pay. AI generation is probabilistic; we cannot guarantee a particular styling of every photo, which is why we generate more and automatically pick the best — and if the set as a whole doesn't suit you, the satisfaction guarantee applies for 14 days.