Refunds & refund policy
Who qualifies, and how to request a refund.
If something hasn’t worked out, we’re here to help. The conditions below explain when a refund is available, and you can start a request from this page. If your payment qualifies, you can confirm the refund right away. If it doesn’t, we’ll explain why and give you a way to ask someone on our team to review your request.
The policy
You can receive a full refund of your most recent payment if all three of these conditions are met:
| Condition | Detail |
|---|---|
| Requested within 14 days | We use the date we first receive your refund request for that payment, not the date support reviews it. A later response does not make a timely request late. This applies to monthly, quarterly and yearly plans. |
| No service usage since paying | You haven’t generated or unlocked a facial analysis since that payment. For Pro, you also haven’t used simulations, unlocked an action plan (non-invasive or surgical), or sent messages to FaceGPT since that payment. Unlocking an older analysis still counts. Opening the app or browsing alone does not count. |
| First refund | You haven’t received a refund from us before. The standard policy covers one refund per customer. |
Once you confirm, we issue the refund to your original payment method and your subscription ends at the same time. Most banks show the refund within 5–10 business days.
Billing issues we’ll help resolve
Please contact us if any of the following happened, even if you don’t meet the conditions above. We’ll help put it right:
- You were charged twice. We refund every duplicate charge in full, whenever it happened, including if you’ve used the service or received a refund before. Contact support directly for these, with the dates, amounts and any receipts so we can find each charge.
- You were charged the wrong amount. We refund payment processing errors in full.
- You paid but couldn’t get access because of a problem on our side, such as checkout completing without your plan activating.
- You were charged after cancelling. Please include your cancellation confirmation or another record showing you cancelled before the charge.
When the standard refund policy doesn’t apply
- Payments after the service has been used. Generating or unlocking an analysis after a payment means that payment is no longer covered by the standard refund policy. For Pro, using simulations, unlocking an action plan, or sending messages to FaceGPT after that payment also counts, even without a new analysis.
- Results that differ from your expectations. A different score than expected doesn’t qualify for a refund on its own. If a result seems inaccurate, you can check and correct the inputs using our accuracy guide, and contact us if you need help.
- Minor bugs that don’t prevent you from using the service. These aren’t covered by the refund policy, but please report them so we can fix them. If a problem prevents access to your paid plan, contact us as described above.
- Unused time on a plan. We don’t offer partial or prorated refunds. When you cancel, you keep access until the end of the period you paid for. Full refunds are available under the conditions above.
- Renewals outside the 14-day window. If a renewal was more recent, the standard policy still applies. You can find your next renewal date and cancel at any time on your plan page.
How to request a refund
For duplicate charges, contact support directly so we can refund each one. For other requests, follow the steps below.
- 1
Start here
Use the button below and select the payment you’d like us to check. - 2
Tell us what happened
Choose a reason and add a short note. It helps us understand your experience and improve the service. - 3
If your payment qualifies, confirm
We’ll show your eligibility based on the three conditions above. Confirming issues the refund and cancels your subscription. - 4
If it doesn’t qualify, we’ll explain why
You can ask our team to review your request by sending a message from that screen or emailing support@faceiqlabs.com from the address on your account. A person will reply within two business days.
Common questions
Can I get a refund for months I didn’t use?
We don’t offer partial or prorated refunds for unused time. Cancelling stops the next charge, and you keep access until the period you paid for ends. Your most recent payment may still qualify for a full refund under the conditions above.
I upgraded to Pro by mistake. Can I undo it?
If you meet the three conditions above, you can request a refund and then resubscribe to Basic. Otherwise, you can downgrade from your plan page. Pro continues until the period ends, and Basic starts after that.
My free promotional period turned into a paid plan. Why?
Promotional periods convert to a paid plan unless you cancel before the date shown at checkout and on your plan page. If the payment meets all three conditions above, you can request a refund.
When will I see the money?
We issue eligible refunds as soon as you confirm. Most banks show them within 5–10 business days, though some card issuers take longer.
I made one analysis just to try the app. Does that count?
Yes, generating an analysis after a payment counts as use under the standard policy. If you’d like to explore the app before subscribing, you can start with the Free plan.
Does using Pro without creating a new analysis count?
Yes. Using simulations (including unsaved simulations), unlocking a non-invasive or surgical action plan, or sending a message to FaceGPT after a Pro payment counts as usage. Simply opening a feature tab does not. Activity before that payment does not disqualify it under the standard policy. These additional conditions apply to paid Pro plans; complimentary Pro access on Basic does not change your Basic refund conditions.
Does unlocking my score count as use?
Yes. Unlocking reveals your score, so it counts as use if it happens after the payment, even when the analysis was created earlier. Viewing or editing an analysis you had already unlocked before that payment doesn’t affect eligibility.
Still need help with refunds?
Send us a message and a person will get back to you.