Refunds and Cancellations

Refund and cancellation questions usually fall into a small number of scenarios: forgetting to turn off auto-renewal, being told a subscription was cancelled when it then charged again, or wanting to switch to Pay-As-You-Go before a plan ends. This article walks through what is and is not refundable, the difference between cancel and downgrade, and the warning we give every customer about losing event data.

Policy reference: All refunds and cancellations are governed by the Foto Master Terms of Service and Refund Policy. The guidance below reflects how we normally handle requests; the linked policies are the authoritative source for eligibility, timeframes, and exceptions.

Quick Diagnostics

1. Are you trying to stop future charges, get back a charge that already happened, or both? The path is different for each.
2. Was your last charge subscription renewal, or was it for AI credits?
3. Do you want to keep your account active (paused) or close it entirely?
4. If you paid via PayPal, did you also turn off the PayPal automatic-payment authorization?

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Common Issues

Foto Master Refund Policy in Plain Terms

Problem: You want to know what is and is not refundable before you ask.

Cause: Customers like to know up front exactly what is refundable and what is not -- here is the breakdown so there are no question marks before you reach out.

Solution:

• Subscription charges (Basic Monthly, Basic Annually, Pro Monthly, Pro Annually) -- We may issue a refund on a recent charge when there are clear extenuating circumstances (account inaccessible, double charge, charge after a confirmed cancellation). These are reviewed case by case by our Finance team and the Cloud Manager, in line with the Refund Policy.
• AI Credits -- AI credit purchases are non-refundable. Once credits are added to your balance they remain there for use; we do not refund unused credits.
• Hardware -- Returns and refunds for booths, paper trays, and accessories are handled by the Production team under the Refund Policy. Open a support ticket and we will route the request.
• Coupon-driven free credits or "bonus" credits -- These cannot be exchanged for cash because no cash payment was attached to them.

All of the above is subject to the Foto Master Terms of Service and Refund Policy.

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How to Cancel a Subscription

Problem: You want to stop being charged for Cloud Basic or Pro.

Cause: Auto-renewal is on by default for all Cloud subscriptions.

Solution:

1. Log in to cloud.fotomaster.com.
2. Go to Billing > Subscription.
3. Turn off the auto-renewal option (or click Cancel Subscription, depending on your account view).
4. Your service continues to run until the end of the billing cycle you already paid for. There is no immediate cutoff and no partial refund of the unused portion of the cycle.
5. If you paid through PayPal, you must also cancel the automatic-payment authorization on PayPal's side. Foto Master cannot stop PayPal from sending future payments -- only PayPal can. Follow PayPal's guide: What is an automatic payment and how do I update or cancel one?. Skipping this step is what leads to a subscription appearing to be cancelled while PayPal still charges on the next cycle.

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Cancel vs. Downgrade -- Which One You Actually Want

Problem: You do not want to keep paying $49/month right now, but you also do not want to lose your AI credits or your account.

Cause: "Cancel" and "downgrade to Pay-As-You-Go" sound similar but behave very differently.

Solution:

• Downgrade to Pay-As-You-Go -- This is the "pause" option. No monthly charges, no access to event management, but your account stays open and any unused AI credits remain available for future use. This is what almost every customer actually wants when they say they want to cancel.
• Cancel / let plan expire without downgrading -- After the 30-day grace period, the account is closed, events are removed, and any remaining credits are lost.

To downgrade:

1. Log in to cloud.fotomaster.com.
2. Go to Billing > Subscription.
3. Choose Downgrade to Pay-As-You-Go.
4. You can do this before your current plan expires; you do not have to wait. Your existing benefits run out the day the cycle ends, and from that day forward you are on PAYG with your credits preserved.

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WARNING: Downgrading to PAYG Removes Event Management Access

Problem: You want to keep your stored events and gallery history but you also want to stop paying.

Cause: Pay-As-You-Go does not include event management. Downgrading does preserve your AI credits, but it removes your access to the Event Management tools and previously created event galleries.

Solution:

1. Before downgrading, export anything you need from your existing events (downloads, guest lists, gallery links).
2. If you must keep ongoing access to event management, the only path is to remain on a Basic or Pro subscription -- consider switching from Annual to Monthly to lower the recurring cost while still keeping events accessible.
3. If you have already downgraded and you need an event back, contact support@fotomaster.com immediately. We may be able to restore recent events if the request comes in shortly after the downgrade.

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How to Request a Refund

Problem: You want a charge reversed -- usually a subscription renewal that you did not intend to keep, or a charge after you thought you had canceled.

Cause: Refunds are not automated; they are reviewed individually by Finance.

Solution:

1. Email support@fotomaster.com with the subject line Refund Request.
2. Include the following so we do not have to write back asking:
   • Your account email
   • The amount and approximate date of the charge
   • The reason for the request (canceled but charged, no longer using service, account inaccessible, etc.)
   • Whether the payment was made by card or PayPal
3. Support forwards the request to the Finance team (and the Cloud Manager when needed). Most requests are reviewed within 1-3 business days against the Refund Policy.
4. If the refund is approved, the funds typically reflect on your card or PayPal within 5-10 business days depending on your bank.

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What Happens After a Cancellation

Problem: You want to know exactly what will happen on your account after you cancel.

Cause: Customers want certainty before clicking the button.

Solution:

1. Immediately after cancel: Auto-renewal is off. Service continues normally until the paid cycle ends.
2. End of cycle: Subscription expires. You enter a 30-day grace period. You can still log in and downgrade to Pay-As-You-Go to preserve credits.
3. End of grace period (if no action): Account is closed. Events are removed. Unused AI credits are lost.
4. At any point: You can re-subscribe and pick up where you left off, but data removed after the grace period cannot be restored.

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When to Contact Support

Email support@fotomaster.com if:

• You were charged after canceling and want it refunded.
• You need help downgrading to Pay-As-You-Go before your grace period ends.
• A PayPal charge keeps recurring even though you canceled the Foto Master side.
• You need an event restored after a downgrade or cancellation (act fast).
• Your account is inaccessible and you cannot self-serve cancel.

Always include your account email and the charge date so Finance can locate the transaction on the first reply.

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Related Articles

• Foto Master Terms of Service
• Foto Master Refund Policy
• Managing Your Plan
• Understanding AI Credits
• Licensing Explained
• Payment Failed or Declined
• Coupon Code Not Working
• AI Credits Missing or Not Deducting
• Auto-Renewal Disputes