This Refund Policy explains when payments for Factrail subscriptions and token purchases can be cancelled or refunded, and how to request a refund.
Merchant of record
Payments for Factrail are processed by Paddle, which acts as the merchant of record. This means Paddle handles billing, tax and refunds on our behalf, and your purchase receipt comes from Paddle.
Subscriptions
You can cancel a subscription at any time from your account. When you cancel, your plan remains active until the end of the current billing period and is not renewed afterwards. The current plans, prices and billing periods are shown on the Pricing page and again before checkout.
Token purchases
Tokens unlock individual materials and are a consumable digital good. Tokens that have already been spent to unlock content are generally non-refundable, because the content has been delivered. If tokens were purchased in error and remain unused, contact us and we will review your request.
Statutory rights and goodwill
Nothing in this policy limits any non-waivable refund or cancellation rights you have under applicable consumer law. Where a statutory cooling-off period applies, it is honored. Beyond those rights, refunds are considered on a case-by-case basis.
How to request a refund
To request a refund or raise a billing question, email hello@factrail.ai or use the contact page. Please include the email address on your account and the Paddle receipt or order reference. You can also contact Paddle's buyer support using the details on your receipt.
Changes to this policy
We may update this policy as our plans change. Updated versions are published here with a new effective date.