Refund Policy

1. Scope

This policy applies to purchases of credit packs, packages and other paid items on Master Lens (master-lens.com).

Card payments in Taiwan are processed by ECPay; payments elsewhere are processed by Stripe. This policy applies regardless of the payment route.

2. Statutory cooling-off period

Under Article 19 of the Taiwan Consumer Protection Act and the Regulations on Reasonable Exceptions to the Right of Rescission in Distance Sales, the seven-day cooling-off period does not apply to:

· digital content not supplied on a tangible medium, supplied with the consumer’s prior consent; and

· online services completed upon supply, supplied with the consumer’s prior consent.

This service generates digital content in real time; credits are deducted and images produced at the moment of each action. By agreeing to this policy at checkout you consent to immediate supply and acknowledge that consumed credits are not subject to the cooling-off period.

3. Unused credits

Credits purchased but not yet used may be refunded on request within 7 days of purchase. We deduct the value of any credits already used and refund the remainder to the original payment method.

Credits already used — including generated images, unlocked photos and consumed package allowances — are not refundable.

Refunds are returned via the original payment method. Settlement time depends on your card issuer or payment provider, typically 7 to 14 business days.

4. Credits do not expire

Credits you purchase have no expiry date. They do not lapse or reset with the passage of time.

This follows Taiwan law: under the standardised-contract rules for retail gift certificates and for online game points, prepaid points may not carry a stated expiry period.

If we later offer a subscription plan, the monthly allowance included in that plan is a usage cap within a service period — a different thing from the purchased credits described here — and its reset rules will be stated on that plan’s own page.

5. Failed generations and system faults

If a generation fails because of a system error, the credits for that action are refunded automatically; no request is needed.

If an automatic refund does not take effect, or you are charged twice, write to us with the time and account and we will restore the credits after checking.

A result whose style, framing or expression differs from what you hoped for is an inherent characteristic of a creative service and is not a defect; it is not covered by automatic credit refunds. If you believe a result is clearly abnormal, you are still welcome to write to us and we will review it case by case.

6. Packages

Package allowances begin at purchase and are drawn down as they are used.

Once a package has been started — any image generated, or a fitting frame created — the service is treated as having commenced and section 3 does not apply.

A package that has not been started is covered by section 3.

7. How to request

Write to andrew@efloop.com with your registered email address, the date and amount of the transaction, and the reason for the request.

We reply with the outcome within 3 business days of receiving your request.