Financial Documents
Refund Policy
Resource Allocation and Refund Policies
01 // Top-Up & Refund Principles
FaceTrue services involve large-scale allocation of real-time computational resources. Therefore, once resources are allocated, transactions are governed by the following refund principles:
- Service Commitment: Upon successful payment, computational resources are immediately reserved for your account. Due to this instant reservation of hardware resources, most purchases are non-refundable.
- Credit Packs: Credits purchased as part of one-time packs are valid for 365 days. Once the first credit from a pack is consumed, the pack is considered active and non-refundable.
- Subscription Tiers: Monthly subscriptions provide recurring service access. Payments for the current billing cycle are final once processed and are non-refundable mid-cycle.
02 // Conditional Refund Eligibility
Refunds may be authorized by our Customer Support Team under specific, verified technical conditions:
- System Failure: Confirmed system-wide outages resulting in the inability to perform searches for more than 24 consecutive hours.
- Allocation Error: Verified successful payments that failed to update the user's credit balance due to database synchronization issues.
- Duplicate Charges: Automated billing errors resulting in duplicate charges for the same resource pack within a 60-second window.
03 // Subscription Management & Cancellation
Users maintain full control over their active subscription plans via the User Dashboard.
- Immediate Deactivation: You can disable auto-renewal at any time. This action will immediately stop future recurring charges.
- Access Until End of Cycle: Following cancellation, access to premium features and remaining credits will remain active until the original expiration timestamp of the current cycle.
- No Pro-Rata Refunds: We do not provide partial refunds for unused portions of a monthly billing cycle.
04 // Dispute Resolution & Appeals
For all financial discrepancies, we prioritize direct communication and internal verification.
- Internal Verification: To initiate an appeal, please submit your User ID and transaction details via the support portal. Our team will verify the claim against system logs within 3-5 business days.
- Amicable Resolution: We strive to resolve all legitimate technical errors through credit compensation or direct refunds.
- External Disputes (Chargebacks): Initiating a dispute (chargeback) through an external bank or payment provider without attempting internal resolution will lead to a permanent restriction of your account and associated access.
05 // Account Security & Fraud Prevention
Our systems continuously monitor for irregular financial patterns to protect user security.
- Unauthorized Transactions: Transactions identified as utilizing compromised financial information will be reversed, and associated access will be terminated immediately.
- Account Security: If you suspect your account has been unauthorizedly used for acquisitions, please contact our Customer Support Team immediately to lock the session.
Note: System audits are conducted every 24 hours to identify and prevent fraudulent transactions.
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