Refund Policy
Updated 2 November 2026
Digital products
If you're not happy with a paid digital product (a program, guide, workbook, card deck or downloadable keepsake), email hello@meetmodelcitizens.com within 7 days of your purchase and we'll give you a full refund. You don't need to give a reason.
Personalized portraits, storybooks and printed gifts
Portraits, storybooks and printed gifts are made to order from your photo, so we don't offer refunds or exchanges if you simply change your mind. The one exception is the digital storybook: if you don't love it, we repaint the pictures free, and if it still isn't right, we refund it in full within 30 days of purchase. You see free previews before you buy, and we check every print file, and every page of a printed book, before it's made.
This covers digital portraits, digital and printed storybooks, and everything we print: canvases, prints, framed prints, mugs, ornaments, blankets, puzzles, pillows, gift sets and the holographic trading card.
If something is faulty, damaged in transit, or not what you ordered (for example, the wrong name, a misprint, or a printing fault), email hello@meetmodelcitizens.com within 30 days of delivery with a photo of the problem. We'll redo it, send a replacement, or give you a refund, whichever suits you.
Our likeness promise
If your portrait doesn't look like them, we repaint it free, or refund you. This covers every portrait we paint from your photo: the digital file and anything we print it on. Email hello@meetmodelcitizens.com within 30 days of delivery with your order, and tell us what doesn't look right. We'll repaint it from the same photo (or a new one, if you'd like) and send you the new version to approve. If it still isn't them, we'll refund you in full.
Etsy orders
If you bought from our Etsy shop, the same promise applies, and Etsy's own purchase protection covers you too. Message us on Etsy or email hello@meetmodelcitizens.com.
UGC Videos and business plans
- Before production starts: you approve your scripts before anything is made. If we can't get them right, or you change your mind before we start making your videos, you get a full refund. This applies to the Ad Pack ($197 for 5 videos) and to each month's charge on a monthly plan.
- After production starts: changes are included (one round for the Ad Pack, one round per video on monthly plans), and if a video has a fault or doesn't match the script you approved, we'll fix it or make it again.
- Canceling a monthly plan stops future charges. Your plan keeps running until the end of the period you've paid for, so that month isn't refunded. Videos you didn't ask for in a month don't carry over, and they aren't refunded.
Bundles and cart orders
Bundles and orders with several digital products can be refunded in full within 7 days, or just for the products you choose. Personalized and printed items in the same order follow the rules above.
How to ask for a refund
Email hello@meetmodelcitizens.com with the email address you used at checkout and the product or order. Refunds go back to your original payment method through Stripe or Gumroad, usually within 5 to 10 working days. Once a refund for a digital product goes through, its access key stops working.
Free products
Free guides and free previews can't be refunded, because you didn't pay for them.
Your consumer rights
This policy doesn't take away your rights under consumer law, including the Australian Consumer Law, or the law where you live.