Legal
Last updated: 06.10.2026
Unused credits are refundable within 14 days of purchase. If you ask within 14 days of a purchase, we refund the credits from that purchase that you have not used, to your original payment method. Credits you have already used are not refunded. After 14 days, unused credits stay in your balance and remain usable (they never expire), but they are not refunded. This one rule applies to every purchase and every customer.
Separately, if credits you paid for were never added to your account, or a payment was taken twice or without your authorisation, tell us and we put it right in full.
If a generation fails due to a technical error on our end, the credits for that generation will be automatically refunded to your balance. This happens instantly and no action is required from you. If credits were deducted but you did not receive results, tell us through our contact form.
Cancellation by you: While a booking is Pending you can cancel it yourself in your Dashboard (Stylist > Booked Sessions) and its credits go straight back to your balance. Once our team has confirmed the booking, you can cancel up to 24 hours before the session for a full credit refund through our contact form; cancellations made less than 24 hours before a confirmed session are not refunded.
Cancellation by us: If we are unable to match you with a stylist for your selected time, we cancel the booking and return its credits to your balance in full. No action is required from you.
Dissatisfaction: If you are unsatisfied with the quality of a stylist session, contact us within 48 hours. We review your case against what the booking described: where the session did not take place as booked, or covered only part of it, we return the credits for the part that was not delivered, up to the full session.
If you are a consumer in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day of purchase to withdraw from (cancel) an online purchase without giving a reason. Consumers in the European Union have the same 14-day right under the EU Consumer Rights Directive.
Digital content supplied immediately. Credits are digital content that is added to your balance as soon as your payment succeeds. Before you pay, the checkout asks you to confirm that you want the credits added immediately. Credits you use are supplied at your request and are not refunded. Our own rule in section 1 keeps the rest of the 14-day right in place: the unused credits from any purchase are refundable within 14 days of that purchase.
How to withdraw. Tell us within the 14 days through our contact form (choose “Refund or withdrawal request”) or by post, with a clear statement that you are withdrawing. We refund within 14 days of receiving it, to your original payment method.
Nothing in this policy limits a right you have under the law of the country where you live.
Send your request through our contact form, choosing “Refund or withdrawal request”, with your account email, the transaction ID (found in your Wallet) and a brief description of the reason. You get a reference number as soon as it is sent, and we reply to the email address you give.
Approved monetary refunds are returned to the original payment method, in the same currency in which the original payment was taken (Euro, US Dollars or Japanese Yen). Where your card is denominated in a different currency, the amount your bank credits back may differ slightly from the amount originally debited because of your issuer's own conversion rate; that difference is set by your bank, not by us. How long a refund takes to appear on your statement depends on your card issuer. Credit refunds (for session cancellations and generation failures) are added back to your MIRRR balance instantly.
To complain about a refund decision or anything else, use our contact form and choose “Complaint”, or write to Scaleon Digital Ltd, Dept 6763, 196 High Road, Wood Green, London, N22 8HH, United Kingdom. If you are not satisfied with our reply, UK consumers can get free advice from Citizens Advice, and consumers in the EU from the European Consumer Centre in their country; you also keep any right to take the matter to a court or consumer body where you live. The EU Online Dispute Resolution (ODR) platform closed in July 2025 and is no longer available. See section 11 of our Terms of Service.
Questions about this policy: use our contact form.