Cancellation & Refund Policy

This policy explains how cancellations, refunds, and chargebacks work for purchases made on Facetra. Because the Service is digital and credits are consumed against AI compute costs as soon as you generate a render, our refund policy is designed to be fair while accounting for these unrecoverable usage costs.

1. What You Are Paying For

Payments on Facetra purchase render credits that you spend inside the studio (1 credit per generation variant, 1 per refine, 1 per multi-view image, 2 per CAD export). The current pricing is shown on the Pricing section and at the moment of checkout.

2. Eligible Refunds

You may request a full or partial refund in the following cases:

• Failed transaction with credits not delivered. If your payment was captured by Razorpay but credits did not appear in your wallet within 24 hours, we will refund the full amount or credit your account, at your choice.
• Unused credits within 7 days of purchase. If you have not consumed any of the credits from a specific pack purchase within 7 days, you can request a full refund of that pack.
• Service unavailability. If the Service is unavailable for more than 48 consecutive hours due to a fault on our side, we will pro-rata credit or refund the affected period.
• Duplicate charge. If you were charged twice for the same order, the duplicate will be refunded in full automatically once detected, typically within 3 business days.

3. Non-Refundable Situations

• Already-consumed credits. Once a credit is spent on a generation, multi-view, refine, or CAD export, the underlying AI compute cost is paid by us and cannot be reversed. We do not refund consumed credits.
• Subjective dissatisfaction with AI output. AI-generated renders are conceptual references and may require refinement. We provide the Refine and BOM tools to iterate. We do not refund credits used for outputs the user finds aesthetically unsatisfactory, provided the Service functioned as designed.
• Violation of Terms. Accounts terminated for violating our Terms of Service (abuse, fraud, prohibited content, chargeback fraud) are not eligible for refunds of unused balance.
• Coupon-granted credits. Credits granted by promotional coupons (e.g. LAUNCH50, NIFT2026) have no cash value and are non-refundable.

4. How to Request a Refund

Email hello@facetra.studio with the subject "Refund Request" and include:

• Your registered email address
• Razorpay order_id or payment_id (found in the confirmation email or in the studio under Wallet → Transactions)
• Reason for the refund

We will acknowledge your request within 2 business days and provide a decision within 7 business days.

5. Refund Method & Timeline

Approved refunds are issued back to the original payment method via Razorpay. Typical timelines:

Razorpay's processing fees on the original transaction are non-refundable in line with their standard policy.

6. Cancellation

Facetra does not currently operate auto-renewing subscriptions — all credit purchases are one-time. You may discontinue use of the Service at any time without cancellation fees. Unused credits remain in your wallet while your account is active.

If we introduce subscription plans in the future, the cancellation flow will be clearly disclosed in-app and you will be able to cancel from the wallet settings. Subscription cancellations stop future renewals; the current billing cycle's credits remain usable until the end of that cycle.

7. Chargebacks

If you believe a charge is fraudulent, please contact us first — most issues can be resolved within 48 hours. Initiating a chargeback without first contacting us may result in account suspension. Confirmed fraudulent chargebacks may be reported to Razorpay and relevant authorities.

8. Contact

Refund queries: hello@facetra.studio
Operating hours: Monday–Friday, 10:00–18:00 IST.