Refund Policy

This page describes our refund practice in plain language. It doesn’t override any non-waivable consumer-protection right you may have under the law of your country or state.

The short version

Every credit package you buy from Face Search - Essential, Plus, or Ultra - is backed by a 30-day money-back guarantee. If you’re not satisfied for any reason within 30 days of your purchase, email us and we will refund you. There is no fine print designed to make this hard: we would rather refund a purchase than have someone feel misled about what the service does.

What’s covered

• Any credit package purchased directly on Face Search within the last 30 days.
• General dissatisfaction with your search experience or results, whether or not you’ve used all of your credits.
• Technical failures on our end - a search that errored out, charged you, and never returned a result.
• Billing mistakes, including duplicate charges or an incorrect amount.

Why we offer a guarantee this simple

Face search is inherently probabilistic: it can only surface what already exists in a public index, and no honest provider can promise a match for every photo. We would rather let you try the service at low risk than oversell what it can do. A 30-day guarantee, with a real person reading your email instead of a support bot arguing about eligibility, is how we back that up. See our methodology page if you want the technical detail on how a search actually runs before you decide whether it’s a fit for your situation.

How search credits and refunds relate

Face Search sells one-time credit packages, not subscriptions - there is nothing recurring to cancel. Credits never expire, so you’re never under time pressure to use them before losing value. Because credits don’t expire, we don’t prorate refunds based on how many you’ve used within the 30-day window: if you request a refund inside that window, we refund the full purchase price of that package and deactivate the associated credits.

What the guarantee doesn’t cover

We reserve the right to decline a refund, or to limit future purchases, in a small number of situations:

• The 30-day window has passed since the purchase date.
• We have reasonable evidence of abuse of the refund process - for example, repeatedly buying and refunding credits after using most or all of them.
• The account was suspended or terminated for violating our Terms of Service, including the acceptable-use rules in our ethics and privacy policy.
• The charge was made through a third-party platform with its own refund process outside our control.

How to request a refund

Requesting a refund takes about a minute:

1. Email team@facesearch.id from the email address on your account.
2. Include your order confirmation or the email address and approximate date used at checkout.
3. Tell us briefly why you’d like a refund - this isn’t required to get one within 30 days, but it helps us improve the product.

We aim to acknowledge every refund request within one business day. You can also reach us through our contact page if you prefer a form to email.

Processing time

Once approved, refunds are issued to your original payment method through Stripe. Stripe typically posts the refund within 3–5 business days, but your card issuer or bank may take additional time - sometimes up to a full billing cycle - to show it on your statement. If it’s been longer than 10 business days and you still don’t see it, let us know and we’ll follow up with Stripe on your behalf.

Currency and international payments

Prices are listed in US dollars. If your card is billed in a different currency, Stripe or your bank converts the charge at the exchange rate in effect at the time of purchase, and a refund is converted back at the rate in effect when the refund is issued - not necessarily the same rate as your original purchase. Any difference caused by exchange-rate movement between the two dates is outside our control.

Duplicate or incorrect charges

If you notice a charge that looks wrong - duplicated, an unexpected amount, or a charge you don’t recognize - email us right away. We investigate billing errors independent of the 30-day guarantee window and will correct or refund a genuine mistake as soon as we confirm it.

Chargebacks

If something goes wrong with your order, please contact us before filing a chargeback with your bank or card issuer. We resolve the large majority of refund requests directly and quickly, and a direct refund is faster for you than a chargeback dispute. Filing a chargeback for a legitimate, unresolved billing issue is understandable, but doing so to bypass this policy on a resolved or ineligible order may result in account suspension.

Contact

Questions about a refund or a charge: email team@facesearch.id or visit our contact page. For the full purchase terms, see our Terms of Service.