Review draft · Effective date pending
Refund and Payment Policy
This policy explains one-time credit purchases on FaceByPhoto, when to ask for a payment review, and how cash refunds differ from returned search credits.
One-time credit purchases
Credit packs are charged once through Stripe or NOWPayments. Review the price, currency, credit quantity and any validity period before you pay. Use a payment method you are authorized to use and keep your receipt. If a charge or credit delivery is pending, check the order status on the payment return page before buying again.
Completed searches and returned credits
A completed full search uses one credit even when it finds no candidates. An empty report alone does not automatically qualify for a cash refund. Partial, failed, cancelled or timed-out searches release reserved allowances. An allowance returns to the available balance if it is still valid and has not been revoked.
Refund requests and payment disputes
A duplicate or unauthorized charge, missing credits after a confirmed payment, or a technical issue that prevents you from using a paid service can warrant a payment review. Keep the order reference, charge date, amount, currency and a brief description. Keep passwords, one-time codes and full payment card details private.
Cash refunds are reviewed separately under applicable law and the purchase terms. Deleting a search or account does not trigger a refund. If a payment is refunded or disputed, associated credits may be revoked while the payment is reconciled.
Your mandatory consumer rights, including any right of withdrawal, refund or dispute, continue to apply. For a suspected unauthorized charge, contact your card issuer promptly. The published policy will identify the channel for submitting refund requests. The Help Center provides self-service information about orders and credit delivery.