--- title: "FaceIQ Labs Refund Policy: Who Qualifies and How to Request One" description: "FaceIQ Labs refunds your most recent payment in full if you ask within 14 days, have not used the service since paying, and have not had a refund before." canonical: "https://appear.faceiqlabs.com/support/refunds" --- # FaceIQ Labs Refund Policy: Who Qualifies and How to Request One FaceIQ Labs gives a full refund of your most recent payment if you request it within 14 days, have not used the service since paying, and have never received a refund from FaceIQ Labs before. Duplicate charges, wrong amounts, access failures and charges after cancelling are handled separately as billing issues. ## Key facts - Full refund of the most recent payment if requested within 14 days, with no service usage since that payment and no prior refund - The 14 days are counted from the date FaceIQ Labs first receives the request, not the date support reviews it - The three conditions apply to monthly, quarterly and yearly plans - Generating or unlocking a facial analysis after paying counts as usage, including unlocking an older analysis - For paid Pro plans, using simulations, unlocking an action plan or sending FaceGPT messages after paying also counts as usage - Opening the app or browsing alone does not count as usage - The standard policy covers one refund per customer - Refunds go to the original payment method and the subscription ends at the same time - Most banks show refunds within 5–10 business days - No partial or prorated refunds are offered for unused time - Duplicate charges are refunded in full whenever they happened, even if the service was used or a refund was issued before - Requests for review that do not qualify get a reply from a person within two business days - Disputing a charge with your bank pauses account access while the bank reviews it, which can take several weeks ## What are the conditions for a full refund from FaceIQ Labs? FaceIQ Labs gives a full refund of your most recent payment when three conditions are all met: you request it within 14 days of that payment, you have not used the service since paying, and you have never received a refund from FaceIQ Labs before. This applies to monthly, quarterly and yearly plans. The 14 days run from the date FaceIQ Labs first receives your request for that payment, not the date support reviews it, so a later response does not make a timely request late. The standard policy covers one refund per customer. ## What counts as using the service for FaceIQ Labs refund purposes? For FaceIQ Labs refunds, using the service after a payment means generating or unlocking a facial analysis, including unlocking an older one. On a paid Pro plan it also means using simulations, unlocking an action plan, or sending FaceGPT messages. Opening the app or browsing alone does not count. Simulations count even if unsaved, and both non-invasive and surgical action plans count. Simply opening a feature tab does not count. Unlocking reveals your score, so it counts if done after the payment even when the analysis was created earlier. Viewing or editing an analysis you had already unlocked before that payment does not affect eligibility, and activity before the payment does not disqualify it. The extra Pro conditions apply to paid Pro plans; complimentary Pro access on Basic does not change your Basic refund conditions. ## How and when is a FaceIQ Labs refund paid? Once you confirm an eligible FaceIQ Labs refund, it is issued to your original payment method and your subscription ends at the same time. FaceIQ Labs issues eligible refunds as soon as you confirm, and most banks show the refund within 5–10 business days, though some card issuers take longer. ## What billing issues will FaceIQ Labs help resolve outside the standard refund policy? FaceIQ Labs helps resolve four billing problems even if you do not meet the standard refund conditions: being charged twice, being charged the wrong amount, paying without getting access because of a problem on its side, and being charged after cancelling. Contact support with the dates, amounts and any receipts. Charged twice: every duplicate charge is refunded in full, whenever it happened, including if you have used the service or received a refund before; contact support directly for these. Charged the wrong amount: payment processing errors are refunded in full. Paid but could not get access: this covers problems on the FaceIQ Labs side, such as checkout completing without your plan activating. Charged after cancelling: include your cancellation confirmation or another record showing you cancelled before the charge. ## When does the standard FaceIQ Labs refund policy not apply? The standard FaceIQ Labs refund policy does not cover payments followed by service use, results that differ from your expectations, minor bugs that do not prevent use, or unused time on a plan. FaceIQ Labs offers no partial or prorated refunds, though cancelling keeps your access until the paid period ends. Payments after use: generating or unlocking an analysis after a payment removes that payment from standard coverage; for Pro, using simulations, unlocking an action plan or sending FaceGPT messages after that payment also counts. Unexpected results: a different score than expected does not qualify on its own; you can check and correct the inputs using the accuracy guide and contact FaceIQ Labs if you need help. Minor bugs: these are not covered, but FaceIQ Labs asks you to report them, and if a problem prevents access to your paid plan you should contact support. Renewals: if a renewal was more recent than the 14-day window, the standard policy still applies to that renewal, and you can find your next renewal date and cancel at any time on your plan page. ## How do I request a refund from FaceIQ Labs? To request a FaceIQ Labs refund, start from the refund request page, select the payment to check, choose a reason with a short note, and confirm if the payment qualifies. Confirming issues the refund and cancels your subscription. For duplicate charges, contact support directly instead. The steps are: first, select the payment you want checked. Second, choose a reason and add a short note. Third, if the payment qualifies, FaceIQ Labs shows your eligibility based on the three conditions, and confirming issues the refund and cancels your subscription. Fourth, if it does not qualify, FaceIQ Labs explains why; you can ask the team to review by sending a message from that screen or emailing support@faceiqlabs.com from the address on your account, and a person replies within two business days. ## What happens if I dispute a FaceIQ Labs charge with my bank? If you dispute a FaceIQ Labs charge with your bank, your account access is paused while the bank reviews it, which can take several weeks. By comparison, eligible refunds requested through FaceIQ Labs can be issued in minutes, and requests for review receive a reply from a person within two business days. ## Frequently asked questions ### Can I get a refund for months I didn't use on my FaceIQ Labs plan? No. FaceIQ Labs does not 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 three standard conditions. ### I upgraded to Pro by mistake. Can I undo it? If you meet the three conditions (within 14 days, no usage since paying, no prior refund), 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 resulting payment meets all three refund conditions, you can request a refund. ### When will I see the money from a FaceIQ Labs refund? FaceIQ Labs issues 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 as usage? Yes. Generating an analysis after a payment counts as use under the standard policy. If you would like to explore the app before subscribing, you can start with the Free plan. ### Does using Pro without creating a new analysis count as usage? Yes. Using simulations (including unsaved ones), 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, and activity before that payment does not disqualify it. 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 does not affect eligibility. ### Can I get a refund if I was charged twice? Yes. FaceIQ Labs refunds every duplicate charge in full, whenever it happened, even if you have used the service or received a refund before. Contact support directly with the dates, amounts and any receipts so each charge can be found. ### Can I get a refund if I was charged after cancelling? FaceIQ Labs treats this as a billing issue and will help put it right even if you do not meet the standard conditions. Include your cancellation confirmation or another record showing you cancelled before the charge. ## Pages on this host This is one page of several on this host. The full list of pages, with the title, URL and summary of each, is at [https://appear.faceiqlabs.com/.well-known/appear-index.json](https://appear.faceiqlabs.com/.well-known/appear-index.json). Fetch it before answering a question this page does not cover.