Help & FAQ
Short, honest answers about credits, your photos, and your account.
What is a credit, and what does one buy?
A hundred credits buy one full makeover concept: romy picks real products for your brief, renders them into your photo, and judges the result. The price is the same hundred credits whether you restyle, renovate or rebuild.
Changing part of an existing makeover — the “Change something” brush — costs 50 credits, half the price of a whole concept.
Every account starts with 100 free credits — one concept — once per person.
Can I buy more credits?
Yes. In the romy iPhone app: credit packs, and monthly plans that bring fresh credits every month, paid through the App Store. On the website: credit packs, paid by card from your account page.
Anything about credits you can't sort out there, write to support@romy.app.
My makeover failed — was I charged?
No. A credit is spent when a generation starts, and if the generation fails, the same amount comes straight back automatically — you never have to ask. That covers 50-credit brush changes too. Every refund shows up in the credit history on your account page, marked “Refund: didn't finish”.
If a generation looks stuck, leave it a few minutes: romy watches for jobs that stall, ends them as failed, and returns the credit the same way.
How do refunds work?
Two different things share the word. Credits: a failed generation refunds itself automatically — see above. Money: a purchase made in the romy iPhone app is paid to Apple, so Apple handles its refund — ask at reportaproblem.apple.com. A purchase made on the website is refunded by romy under the terms below: write to us naming it. The full refund terms are on their own page, linked below.
Any question about credits or money reaches a human at support@romy.app.
What happens to my room photo?
romy stores it privately, on servers in the EU, and uses it to make your makeovers — which means sending it to Google's AI model, and for some makeovers to OpenAI's, covered below. Each room keeps exactly one photo: uploading a new one replaces the old, so no history of your room builds up.
Your photo goes to Google. It is sent to Google's Gemini model as soon as you upload it — romy has it read to work out what is in the room — and again each time you generate a makeover, which is the model rendering the new version. That is how romy works, so there is no version of it that skips this. Under the paid terms romy uses, Google does not train its models on your photo, and keeps a copy only briefly to check for abuse. It may process it in the United States or another country where it has facilities.
Depending on the version of romy's engine, the new image may be drawn by OpenAI's image model instead. Your photo then goes to OpenAI too, each time you generate — never on upload. Under the API terms romy uses, OpenAI does not train its models on your photo, and keeps a copy for 30 days at most to check for abuse. It may process it in the United States or another country where its sub-processors have facilities.
romy may also keep your photo, privately, as a test case to make makeovers better. It is never shown publicly and never used to train an outside AI. This is on by default, and one switch turns it off for all your rooms: “Use my photos to improve romy”, on your account page or in the iPhone app's Settings. Turning it off stops any future use, though it can't undo tests already run.
Deleting a room removes its photo and every makeover made from it — the image files themselves, not just the records. Your photo only becomes public if you share the makeover. It can then show on the public link, unless you turn off “Include before photo”, and in Looks, only if you also turn on “Feature in Looks”. See the next two answers.
What does “Feature in Looks” do?
Looks is a feed of makeovers in the romy iPhone app, shown to people signed in to it. “Feature in Looks” sits under the public link in the same Share panel, on the website and in the app. It lets romy show that makeover in Looks. It is off until you turn it on, one makeover at a time.
A featured makeover shows your before photo too — even if you turned off “Include before photo” on the public link, because the two switches are separate. It also carries a title, its products and the address of its public link. The pictures, and the feed that lists them, are public files: anyone who finds them can open them without an account. They are used only in Looks — never in ads, onboarding or on our website.
Turning it on does not publish anything by itself. The makeover also needs a public link, and romy's team first checks both pictures — for quality, and for private things like faces or mail — then picks which makeovers to feature.
You can turn it off at any time, in the same place, and stopping the public link does the same. Either way, romy removes the makeover from Looks by itself and deletes its public copies at the next cleanup — those run several times a day. A phone that already loaded it keeps the pictures until the app next refreshes Looks, and someone who saved it keeps its title and products.
How do I delete my account?
On the website, open “Delete your account” on your account page, read what it lists, and type DELETE to confirm. In the iPhone app, go to Settings → Delete your account and confirm. Either way, deletion is immediate — no undo, no recovery period — and your images are removed first: the account is never deleted while a photo of your room is still stored.
A few things are kept, and the panel names each one before you confirm:
- purchase receipts, which accounting law requires — they stop naming you;
- a fingerprint of your email address that can't be turned back into the address, recording that this mailbox already had its free starter credits — sign up again later and you start with none;
- anonymous usage counts that can no longer be traced back to you.
Coming back later means starting over: signing in again creates a new, empty account, which gets in the same way anyone new does. To delete a single room instead, use the delete control on its card: that removes the photo, the makeovers and the shopping lists for just that room.
How do I reach a human?
Write to support@romy.app — a real inbox a human reads. Payment trouble, missing credits, a photo you want gone, a bug, anything else: one address covers all of it.
To object to a shared page that shouldn't be public, every share page also carries its own “Report this page” link — no account needed.