Refund policy

This policy covers credits bought for FaceNinja. 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.

1. Heads that fail

Credits for a head are reserved when you start it and only used when the head is finished. If a head cannot be finished, its credits return to your balance automatically. You do not need to ask.

2. Credits you have not used

• Within 30 days of a purchase you can ask for a refund of the credits from that purchase that you have not used. [Operator decision: 30 days follows Paddle's recommendation for sellers; Paddle's own standard policy allows discretionary refunds within 14 days.]
• If part of the purchase was used, we refund the unused part in proportion to the price you paid.
• Free credits (for example at sign-up) and bonus credits from the invite programme are not refundable and have no cash value.

3. Finished heads

A finished head is digital content that is delivered as soon as it is ready. Once its files are available, the credits it used are not refundable, except where the law requires it or the head is clearly defective (for example the files do not open, or it does not resemble the person in the photos at all). Tell us within 14 days with the head's id and we will rebuild it, return its credits or refund it. [Counsel: defect standard and remedies.]

4. Your rights under the law

Nothing in this policy limits rights you have under the consumer law where you live. For example, consumers in the EU, EEA and UK have a 14-day right to withdraw from a purchase of digital content; when you start a head you ask us to deliver it immediately and accept that you lose the right of withdrawal for that head once it is delivered. Unused credits stay refundable as described in section 2. [Counsel: wording per country, including Canadian provincial consumer law.]

5. How to ask for a refund

• Reply to your Paddle receipt or use paddle.net to find your order, or
• email support@faceninja.net with the order number from the receipt. [Phone number for buyer support, required by Paddle, to be added.]

Refunds are paid by Paddle to the original payment method. How long the money takes to arrive depends on Paddle and your bank.

6. What a refund does to your balance

• The refunded credits are removed from your balance.
• If the purchase earned someone an invite bonus, the bonus is taken back in the same proportion (see the invite programme terms).

7. Chargebacks

Please contact us before disputing a payment with your bank; we answer refund requests quickly. A disputed payment removes the credits of that purchase from your balance while the dispute is open, even if this takes the balance below zero; new heads cannot be started until it is positive again. If the dispute is decided in our favour, the credits come back. Repeated disputes can lead to the account being closed.

8. Changes

We will post changes to this policy here and tell Paddle before they apply. A change never affects a purchase made before it.