Refund policy

Updated 3 October 2026

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

This policy covers refunds of a FaceDesk plan or credit pack. It is part of the Terms of Service. You accept it before you pay.

30-day money-back

You can ask for a refund of a subscription charge or a credit pack within 30 days of that payment. Paddle processes the return, because Paddle is the merchant of record.

Email support@facedesk.ai with the email on your account and the date of the charge, or contact Paddle at paddle.net. Ask before you open a dispute with your bank. A refund is the faster path, and a chargeback removes the credits in the same way.

What happens to the credits

When a payment is refunded, FaceDesk removes the credits that payment added. A partial refund removes the same share of those credits. If you already spent them, the balance can go negative, and new jobs stay blocked until the balance is positive again.

A chargeback is treated the same way: the credits from that payment are removed, in full or in the share that was charged back.

Canceling is separate from a refund

You can cancel a subscription from the billing portal in your account. Canceling stops the next renewal. The plan and the subscription credits stay until the end of the period you already paid for. Unused subscription credits then expire. Pack credits stay until they are spent or that pack is refunded.

Canceling does not, by itself, refund the current period. A refund within 30 days of the charge is a separate request.

A job is not a payment refund

Confirming a job holds credits immediately. Those credits return only when the provider reports that the job failed, or when the job never started. A slow render does not return credits. A result you do not want to use does not return credits. That rule is about the job. The 30-day refund above is about the payment for the plan or the pack.

Complaints

If you are unhappy with a refund decision, write to support@facedesk.ai. We acknowledge a complaint within 2 business days and aim to resolve it within 14 days. If it is still unresolved, or the complaint is about the payment, contact Paddle buyer support at paddle.net. Details are on the Support page.