Refund Policy

SEC.01 // MERCHANT OF RECORD

All payments for facetell are processed by Polar Software, Inc. (“Polar”), who acts as Merchant of Record. Polar is the legal seller of record for your purchase. Polar issues your receipt, handles applicable taxes, and processes refund requests.

When you purchase a facetell report unlock, you are transacting with Polar, subject to their Buyer Terms in addition to this policy.

SEC.02 // WHAT YOU ARE PURCHASING

The $4.99 USD payment unlocks a full AI-generated personality report tied to your specific face scan session. This is a one-time digital content purchase — you are paying for immediate delivery of digital content, not a subscription or physical product.

SEC.03 // REFUND ELIGIBILITY

Refunds are granted in the following circumstances:

• Technical failure
  Your payment was processed but the paid content failed to deliver due to a technical error on our end. Contact us with your report reference number and we will investigate and refund if confirmed.
• Duplicate purchase
  You were charged more than once for the same report unlock. Contact us with your transaction details for a full refund of the duplicate charge.
• Unauthorised transaction
  You did not authorise the payment. Contact Polar directly or your card issuer.
• EU / UK cooling-off period
  Consumers in the European Union and United Kingdom have a statutory right to withdraw from a purchase within 14 days. However, by clicking "OPEN THE CASE FILE" and accessing the paid content, you expressly consent to immediate delivery and acknowledge that you lose your right of withdrawal once the digital content has been accessed, as permitted under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013. If you have not yet accessed the paid content, you may request a refund within 14 days of purchase.

SEC.04 // NON-REFUNDABLE SITUATIONS

We are unable to offer refunds in the following circumstances:

• — The paid content was successfully delivered and accessed
• — You simply did not like the result or found it inaccurate
• — Requests submitted more than 14 days after purchase
• — Requests that do not meet the eligibility criteria above

AI-generated analysis is probabilistic. Inaccuracy alone is not grounds for a refund.

SEC.05 // HOW TO REQUEST A REFUND

Email us at hello@facetell.app with the subject line REFUND REQUEST and include:

• — Your report reference number (first 8 characters of your report URL)
• — Your Polar receipt number or order confirmation email
• — A brief description of the issue

Alternatively, you may contact Polar directly via their buyer support portal.

SEC.06 // PROCESSING TIMEFRAME

Once a refund is approved, Polar will process it within 5–10 business days. The time for funds to appear in your account depends on your bank or card issuer.

SEC.07 // CONTACT

For any refund or billing questions: hello@facetell.app