Refund Policy

1. Scope

This Refund Policy applies to all paid purchases made on the Faktorist platform (faktorist.com), including subscription plans (Connect, Trade, Scale), extra team seats, and one-off purchases such as featured product listings, virtual trade-show booths, expedited verification, supplier sourcing reports, and dispute-mediation fees. It forms part of, and should be read together with, our Terms of Service.

2. 30-Day Money-Back Guarantee (Subscriptions)

We offer a 30-day money-back guarantee for all paid subscription plans:

• If you cancel within 30 days of your initial purchase or most recent renewal, you are entitled to a full refund of the fees paid for that billing period.
• After the 30-day period, no refunds are issued for the current billing period, but your subscription remains active until the end of the paid period.
• Annual subscriptions cancelled after 30 days are not refunded on a prorated basis unless required by applicable consumer-protection laws.
• Plan downgrades take effect at the start of the next billing cycle — you retain access to your current plan's features until then.

3. One-Off Purchases

For one-off purchases (featured listings, event booths, expedited verification, sourcing reports, mediation fees):

• A full refund is available on request if the purchased service has not yet been delivered or activated (for example, a featured placement that has not gone live, or a report that has not been generated).
• Once the service has been delivered or consumed, refunds are issued at our discretion, or where required by applicable law.
• If we fail to deliver a purchased service within a reasonable time, you are entitled to a full refund.

4. How to Request a Refund

• Email [email protected] from the email address associated with your account, or open a request through the Help Center.
• Include your invoice number (e.g. FK-2026-…) or the order reference shown at checkout.
• Approved refunds are processed within 5–10 business days to the original payment method.

5. Payments Processed by Paddle

Card and other online payments on Faktorist may be processed by our merchant of record, Paddle.com Market Ltd ("Paddle"). Where Paddle is the merchant of record for your purchase, "PADDLE.NET" may appear on your card or bank statement, and any refund under this policy is executed by Paddle to your original payment method. You may also contact Paddle's buyer support directly at paddle.net to request a refund or cancel a subscription — Paddle honors the terms of this policy.

6. Cancellation

You may cancel your subscription at any time from your account settings (Dashboard → Settings → Subscription) or by contacting support. Cancellation stops future renewals; it does not by itself trigger a refund — refunds follow the rules in Sections 2 and 3 above.

7. Exceptional Circumstances

Faktorist reserves the right to issue refunds at its discretion for service disruptions, billing errors, duplicate charges, or other exceptional circumstances. Nothing in this policy limits any non-waivable rights you have under applicable consumer-protection law, including (where applicable) EU withdrawal rights.

8. Contact

The Faktorist platform is operated by Faktorist Ukraine LLC (EDRPOU: 45683528), P/O Box 2222, 79008 Lviv, Ukraine. Questions about this policy: [email protected] · +380 73 369 6160.