1. Scope
This policy applies to all purchases made through this website: membership subscriptions, lifetime memberships, and AI customization quota. Pets marked as free cost nothing and are not covered by this policy.
2. Subscription memberships
- Cancelling auto-renewal — you can cancel auto-renewal at any time from the client ("Account → My membership → Manage subscription"). Cancelling stops future charges only: your benefits stay active until the end of the period you have already paid for.
- First purchase — if you have not used any membership benefit (unlocking a member pet, submitting an AI customization), you can request a full refund within 7 days of the purchase.
- Renewal charges — if a renewal was charged by mistake (for example, you forgot to cancel and have not used any membership benefit after the renewal), you can request a refund of that renewal within 7 days of the charge.
3. Lifetime membership
A lifetime membership is a one-time purchase that unlocks member pets permanently. If you have not used any membership benefit, you can request a full refund within 7 days of purchase. After that, or once benefits have been used, the purchase is no longer refundable.
4. AI customization
- The customization quota included with a membership has no expiry date and is not refunded separately — it is part of the membership refund rules above.
- Purchased or granted customization quota that has not yet been used to generate a pet can be refunded under the same 7-day rules as the membership it belongs to.
- Once generation of a custom pet has started, the service is deemed delivered and is non-refundable, even if you are not satisfied with the result — you can always re-run customization with new inputs while quota remains.
5. Situations we cannot refund
- Requests made more than 7 days after the relevant charge, except where local law requires otherwise.
- Custom pets whose generation has already started or completed.
- Loss of access caused by a membership expiring — membership benefits, including custom pets, lock again when a membership ends, and everything is restored automatically when you renew. Expiry is not a product failure and is described on the pricing page before purchase.
- Accounts terminated for violation of our terms or for fraud.
6. How to request a refund
Contact us via the Feedback page or email support@desksprite.com, including your order number (found on the Account → Orders page) and the reason for the request.
We review requests within 3 business days. Approved refunds are issued back through the original payment method and typically arrive within 5–10 business days, depending on your payment provider.
A refund removes the entitlements bought with the refunded order: member pets lock again and the membership ends as if it had expired. Nothing you created (local configurations, built-in pets, free pets) is deleted.
7. Statutory rights
Nothing in this policy limits any mandatory consumer rights you may have under the law of your place of residence. Where this policy and mandatory law conflict, the law prevails.
8. Changes to this policy
We may update this policy over time; the effective date above shows the current version. The rules in force when you made your purchase apply to that purchase.