Support

UpNew subscriptions are billed and managed by Apple or Google — not by us — so you cancel them through your phone's store account:

• iPhone: Settings app → tap your name at the top → Subscriptions → UpNew → Cancel.
• Android: Play Store → tap your profile photo → Payments & subscriptions → Subscriptions → UpNew → Cancel.

Cancel at least 24 hours before the renewal date or you'll be billed for the next period. After cancelling you keep Pro access until the end of the period you've already paid for.

Refunds are handled by Apple or Google according to their refund policies. We can support your request but cannot refund a purchase we didn't collect.

• Apple: reportaproblem.apple.com → find UpNew → Request a Refund. Apple usually decides within 48 hours.
• Google: play.google.com/store/account/orderhistory → find UpNew → Refund. Available within 48 hours of purchase for most cases.

If Apple or Google declines and you think you've been charged in error, email [email protected] with the receipt and we'll help escalate.

UpNew is built so you can wipe everything in one tap. In the app: Profile → Privacy → Delete all my data. We delete your scan history, "New You" renderings, and anonymous identifier from our servers within 30 days. Sub-processors are notified to delete on their side as well.

If you can't open the app — for example you uninstalled it before deleting — email [email protected] with your anonUid (you can find it in Settings → About if you reinstall). If you don't have your anonUid, we can still delete by IP/timestamp but it takes longer.

The vision model works best when you're in good neutral lighting, facing the camera straight, and the face fills most of the frame. If the scan still looks off, try:

• Re-scan with no makeup, glasses, or hat for a baseline reading.
• Avoid strong yellow/blue lighting — daylight near a window is ideal.
• Keep the camera at eye level, not below your chin.

If the scores are still very different from your own read, please reach out — we'd like to see an example (with your permission) to improve the model. Email [email protected].

The AI rendering call runs in the background and can take 20-60 seconds on slow networks. If it never completes, try:

• Pull-to-refresh on the Results screen.
• Switch from Wi-Fi to cellular (or vice versa) — some captive Wi-Fi networks block the API.
• Re-roll a variant from the New You tab.

If it still fails after a few minutes, our backend may be having a hiccup. Check status (we'll publish one shortly) or email [email protected].

No. UpNew is a cosmetic and aspirational tool. The scores are aesthetic readouts, not clinical measurements, and the "New You" renderings are AI illustrations, not predictions. If you have a skin condition, medical question, or are considering any procedure, please consult a qualified clinician. See our Terms of Use §3 for the full disclaimer.

The vision model and "New You" rendering are real costs per request. Free tier covers one scan + a teaser preview per week so you can try the product. Pro lifts the limits and unlocks the full readout, multi-style renderings, daily re-rolls, and the trend timeline.

It's an AI illustration — calibrated to the features in your photo (face shape, skin tone, hair texture, brow shape) and a chosen style direction. It is not a prediction of how you'll look after any specific procedure or routine. Treat it as a visual mood-board for the direction, not a promise of outcome. We label every render with that disclaimer for a reason.

Your anonymous identifier is stored on the device, so uninstalling deletes it. When you reinstall, a new anonUid is generated and your previous scan history can no longer be linked to you. This is by design — there is no account to recover. If you want to preserve your scans before deleting, use Profile → Privacy → Export.