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Refund Policy

When the FaceStats full report or a credit pack is refunded, when credits come back on their own, and how to ask.

Last updated: 2026-11-07

What you pay for

FaceStats charges for the full face report, bought once per report by card or with credits from a credit pack. The free scan and the tools never charge anything.

When we refund

  • The report could not be generated. If generation fails and a retry does not fix it:
    • Paid with credits: the credits return to your balance on their own once the retries are used up, and at the latest seven days after paying. You do not need to ask.
    • Paid by card: you are entitled to a full refund. Refunds are issued by our team through Stripe, so if yours has not reached you, email us with the report link and we will issue it. You do not need to give a reason.
  • You are not satisfied. If the report does not meet your expectations, email us within 7 days of purchase and we will refund the payment, or return the credits if you paid with credits. Deleting the report first does not change this. You may be asked, in one sentence, what was wrong, so we can improve the product; a refund never depends on the answer.
  • Duplicate charge. If you were charged twice for the same report, we refund the duplicate.
  • An unused credit pack. Email us within 7 days of buying a pack none of whose credits you have used, and we refund the pack.

When we do not refund

  • Requests made more than 7 days after purchase, except for a report that could not be generated.
  • A credit pack once any of its credits have been used. Credits have no cash value and are not paid out.
  • Disagreement with a measurement or a score as such: the numbers describe the photo you uploaded, and the methods are documented on the site.

How to ask

Email support@facestats.app from the address used at checkout, with the report link or the date of purchase. Refunds are issued to the original payment method through Stripe and usually appear within 5 to 10 business days, depending on your bank.

After a refund

Once a report is refunded, we delete it, together with its photo, images and PDF, as described in the privacy policy; a refunded report cannot be retried. A refunded credit pack's credits are removed from your balance.