Refund Policy

Fair and transparent refund terms

Last Updated: June 1, 2025

Our Commitment

We stand behind the quality of our service and want you to be completely satisfied with your experience. This refund policy outlines our fair and transparent approach to handling refund requests.

1. Overview

At Mocki.net, we offer refunds under specific circumstances to ensure fairness for both our customers and our business. Since our service involves digital goods (credits and generated mockups), refunds are handled on a case-by-case basis.

2. Refund Eligibility

Eligible for Full Refund

You are eligible for a full refund if:

  • Service Failure: Our system fails to generate your mockup due to technical issues
  • Billing Error: You were charged incorrectly or multiple times for the same purchase
  • Unused Credits: You purchased credits but haven't used any (within 7 days of purchase)
  • Account Issues: Technical problems prevent you from accessing your account or using credits

Eligible for Partial Refund

  • Partially Used Credits: Refund for unused credits only (within 14 days of purchase)
  • Quality Issues: Generated mockups don't meet our quality standards due to system errors
  • Template Problems: Mockup template has significant defects that prevent proper generation

Not Eligible for Refund

Refunds are NOT available for:

  • Credits used to generate mockups (successful generations)
  • User error in uploading incorrect files or dimensions
  • Dissatisfaction with the final mockup appearance (subjective preference)
  • Changes in personal or business requirements
  • Credits purchased more than 30 days ago
  • Violation of our Terms of Service

3. Refund Process

How to Request a Refund

1
Contact Support: Send an email to [email protected] with your account details and reason for refund
2
Provide Information: Include your order number, purchase date, and detailed explanation
3
Review Process: We'll review your request within 2-3 business days
4
Decision: You'll receive our decision via email with next steps
5
Processing: Approved refunds are processed within 5-7 business days

4. Refund Timeframes

Request Deadlines

  • Unused Credits: 7 days from purchase date
  • Partially Used Credits: 14 days from purchase date
  • Technical Issues: 30 days from the incident
  • Billing Errors: 60 days from charge date

Processing Times

  • Review: 2-3 business days
  • Credit Card Refunds: 5-7 business days after approval
  • PayPal Refunds: 1-2 business days after approval
  • Bank Transfers: 7-10 business days after approval

5. Refund Methods

Refunds will be processed using the same payment method used for the original purchase:

  • Credit Card: Refunded to the original card
  • PayPal: Refunded to your PayPal account
  • Bank Transfer: Refunded to the original bank account

Note: We cannot refund to a different payment method than the one used for purchase.

6. Special Circumstances

Service Interruptions

If our service experiences extended downtime (more than 24 hours), we may offer:

  • Free bonus credits as compensation
  • Extension of credit expiration dates
  • Full refunds for recent purchases

Quality Guarantee

We guarantee that our mockups will:

  • Be generated at high resolution (minimum 2000px)
  • Accurately apply your design to the template
  • Maintain proper proportions and lighting
  • Be free from technical artifacts or errors

Beta Features

For beta or experimental features:

  • Credits used for beta features may be refunded if the feature doesn't work as intended
  • We'll clearly mark beta features and their limitations
  • Feedback on beta features is highly appreciated

7. Disputes and Chargebacks

Please Contact Us First

Before initiating a chargeback with your bank or credit card company, please contact our support team. We're committed to resolving issues fairly and quickly, and chargebacks can result in account suspension.

If you initiate a chargeback:

  • Your account may be temporarily suspended during investigation
  • We'll provide documentation to your bank/card company
  • Resolution may take longer than our standard refund process
  • Multiple chargebacks may result in permanent account closure

8. Credit Policies

Credit Expiration

  • Credits do not expire under normal circumstances
  • Accounts inactive for 2+ years may have credits removed
  • You'll receive 30 days notice before any credit removal

Credit Transfers

  • Credits cannot be transferred between accounts
  • Credits cannot be exchanged for cash
  • Credits are tied to the purchasing account only

9. Satisfaction Guarantee

New User Guarantee

First-time users who are not satisfied with their first mockup generation can receive a full refund of their initial credit purchase within 7 days, no questions asked.

10. International Considerations

For international customers:

  • Refunds are processed in the original currency
  • Exchange rate fluctuations may affect the refunded amount
  • International bank fees are not reimbursed
  • Processing times may be longer for international payments

11. Policy Updates

We may update this refund policy to:

  • Improve customer experience
  • Comply with new regulations
  • Clarify existing terms
  • Add new refund scenarios

Changes will be communicated via email and website notifications.

12. Contact Information

Refund Requests and Questions

For refund requests or questions about this policy:

What to Include in Your Refund Request:

  • Account email address
  • Order/transaction number
  • Purchase date
  • Detailed reason for refund request
  • Screenshots or examples if applicable

Fair and Transparent

Our refund policy is designed to be fair to both our customers and our business. We believe in transparency and will always work with you to find a reasonable solution to any issues you may encounter.