Refund Policy

1. Which purchases this covers

This policy covers purchases made on the web at app.facesearchai.app.

Those purchases are sold by Paddle.com Market Ltd, our reseller and Merchant of Record. Your receipt comes from Paddle, and refunds are issued by Paddle. Paddle may also refund a payment at its own discretion — for example where it detects fraud or resolves a card dispute — whatever this policy says.

Purchases made inside the iPhone app are not covered. Those are processed by Apple and refunded under Apple's policies, at Apple's discretion. Request one at reportaproblem.apple.com. See section 8 of the Terms of Use.

2. The rule, in one line

The credit is the unit. We refund what you have not used, and we do not refund what you have.

The reason is simple and worth stating plainly: every completed search is a real, non-recoverable cost to us the instant it runs. It cannot be returned, restocked, or resold. An unspent credit costs us nothing, so there is no reason to keep your money for it.

3. Credit packs

Within 14 days of the purchase:

Refunded credits are removed from your balance at the same time.

After 14 days we are not obliged to refund an unused pack, but ask anyway — if the credits are genuinely untouched we will usually say yes.

4. Subscriptions

A subscription grants a fresh allocation of credits at the start of each billing period.

• You can cancel at any time from Account → Manage Subscription in the app, which opens your billing portal. Cancelling stops all future charges. You keep your remaining credits until the end of the period you have paid for.
• The current period is refunded in full if you have used none of the credits it granted, and you ask within 14 days of that charge.
• If you have used any of the current period's credits, that period is not refunded. Cancelling still stops the next charge.
• Earlier periods are not refundable. A subscription that renewed because it was not cancelled in time is not, on its own, grounds for a refund — but see section 7, we would rather hear from you than see a chargeback.

5. What counts as a used credit

One completed search consumes one credit. A search that fails, times out, or that you cancel does not consume a credit, and finding no matches still counts as completed — you paid for the search, not for a result.

If a credit was taken for a search that never completed, that is a fault on our side rather than a refund case. Tell us and we will restore the credit.

6. Your statutory rights

Consumers in the European Union, the United Kingdom and several other jurisdictions have a statutory right to withdraw from a purchase of digital content within 14 days.

That right is lost once delivery begins with your express consent. Credits are delivered immediately on purchase, and by completing checkout you consent to that immediate delivery and acknowledge that you lose the right of withdrawal for credits you go on to spend. Credits you have not spent remain refundable under section 3.

Nothing in this policy limits rights you have under consumer law that cannot be waived by agreement.

7. How to request a refund

• Email support@facesearchai.app from the address you bought with, or include the Paddle order reference from your receipt.
• We aim to reply within 2 business days and to pass approved refunds to Paddle the same day.
• Paddle typically returns the money to your payment method within 3–10 business days, depending on your bank.

If something has gone wrong, please contact us before opening a card dispute. A dispute takes weeks and gives us no way to simply fix the problem.

8. After a refund

When a payment is refunded or charged back, the credits it paid for are removed from your balance. If that leaves the balance negative it is set to zero.

Repeated refund requests followed by continued use, or refunds obtained after the credits were spent, may lead us to suspend the account under section 11 of the Terms of Use.

9. Currency and payment method

Refunds go back to the original payment method, in the original currency of the charge. Where your bank converted the payment, the amount you receive may differ slightly from the amount you paid because exchange rates move. That difference is your bank's, not ours, and we cannot compensate for it.

10. Changes

We may update this policy. The version in force for a purchase is the one published when that purchase was made, and the effective date at the top of this page tells you which that is.

11. Contact