Refund Policy
Effective date: May 19, 2026 · Last updated: May 19, 2026
Thank you for purchasing a subscription or other product from Reverse Face, operated by FaceTracer International LLC. Depending on the payment method you choose, your transaction may be processed by one of our payment providers:
- Paddle (Paddle.com Market Ltd.) — acts as merchant of record for card and other standard payments.
- Stripe (Stripe, Inc. / Stripe Payments Europe Ltd.) — processes card and other standard payments.
- Strike (Zap Solutions, Inc.) — processes Bitcoin and Bitcoin Lightning Network payments.
The same refund rules described below apply regardless of which payment provider was used. In the event of any inconsistency between this Policy and the Paddle Refund Policy for a Paddle-processed transaction, the Paddle Refund Policy will apply.
1. General Refund Policy
Unless required by applicable law, all transactions are non-refundable and non-exchangeable.
Refunds may be issued on a discretionary basis (see Section 4 below) or where you exercise an applicable statutory withdrawal or refund right (see Section 2 below).
Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behaviour. If you receive a refund in accordance with this Policy, your access to the relevant Service will cease.
2. Statutory Withdrawal Rights
Where local consumer protection laws grant unconditional withdrawal rights, those rights apply and override this Policy. The following statutory periods apply:
- European Union, EEA, Switzerland, United Kingdom: 14 days from the date of the transaction.
- Turkey, Israel: 14 days from the date of the transaction.
- South Korea, Brazil, China: 7 days from the date of the transaction.
- Canada: 7 days from the date of the transaction.
- Singapore: 5 days from the date of the transaction.
Nothing in this Policy limits your mandatory consumer rights.
3. How to Request a Refund
You can request a refund in any of the following ways:
- Paddle transactions:use the “View receipt” or “Manage subscription” link in your Paddle confirmation email, or visit paddle.net and select “Request refund”.
- Stripe or Strike transactions: email hello@reverseface.com or use our contact page.
Approved refunds are processed to the original payment method, where possible, within 14 days of approval. Bitcoin and Lightning Network refunds are returned to a wallet address you provide.
4. Discretionary Refunds
Outside of the statutory periods in Section 2, refund requests submitted within 14 days of the transaction date may be considered on a discretionary case-by-case basis. Submission of a request does not guarantee a refund.
5. Cancellation
You may cancel your subscription at any time from your account dashboard or, for Paddle transactions, via the “Manage subscription” link in your Paddle receipt. Cancellation prevents future billing and takes effect at the end of the current billing period.
6. Chargebacks and Payment Disputes
We encourage you to contact us or the relevant payment provider before initiating a chargeback or dispute with your bank, card issuer, or other payment provider. If a chargeback or payment reversal is initiated, access to the relevant Service may be temporarily suspended while the matter is reviewed. This does not affect your lawful rights under card-scheme or consumer-protection rules.
7. Changes to This Policy
We may update this Refund Policy from time to time. The version in effect at the time of your transaction governs that transaction. Changes will be posted on this page with a new effective date.
8. Contact
For billing questions or refund requests, email hello@reverseface.com or visit our contact page. For Paddle-processed transactions, you can also contact Paddle directly at paddle.net.