Refund Policy

Last updated: September 29, 2026

1. How Billing Works

YourFacelessFactory runs on tokens. You get them by buying them (see our Pricing page) or with a paid plan, which adds a set number of tokens every month. Tokens are spent when you generate a video. Each video is a real, paid compute job: its costs start the moment generation starts.

2. Your Right of Withdrawal

If you live in the European Union, the EEA or the UK, you normally have 14 days to withdraw from an online purchase. Tokens, and a plan's monthly tokens, are digital content that we deliver straight away. Before you pay, checkout asks you to confirm that you want them delivered immediately and that you understand you can't withdraw from the purchase once they have been added to your account. Because of that request, the 14-day right of withdrawal ends as soon as the tokens are added. The confirmation is also printed on your Stripe receipt or invoice.

3. Unused Tokens

Tokens you have bought, or received with a plan, stay in your balance for as long as your account exists, even if you change or cancel your plan. They have no cash value, can't be transferred, and are not refundable once they have been added to your account (see section 2). If you delete your account, any tokens left in it are lost.

4. When You Do Get Tokens or Money Back

• Our error. If a video fails because of a problem on our end (a crashed run, a service outage, or a bug), that run isn't charged at all, so your balance is unchanged.
• Duplicate or mistaken charges. If you were charged twice or charged by mistake, we refund the extra charge in full.
• Where the law requires it. Nothing in this policy limits the rights consumer law gives you, for example if the service we deliver is faulty.

5. Cancelling a Job

• A job still waiting in the queue can be cancelled for free. Nothing has been spent yet, so nothing is charged.
• A job that is already generating is charged only for the tokens it used up to the moment you cancel. That work has already been paid for with the AI providers and can't be undone, so this amount is not refundable.

6. Subscriptions

Paid plans are billed monthly and renew automatically until you cancel. You can cancel anytime from your Account settings. Your plan then stays active until the end of the billing period you have already paid for, and moves to Free after that. We don't refund the rest of a billing period, and cancelling doesn't remove tokens you already have.

You can change plan from your Account settings too. Moving to a bigger plan starts straight away: you pay the difference for the rest of the current billing period, and you get the bigger plan's extra tokens for that part of the period at once, so that payment is covered by section 2 like any other. Moving to a smaller plan starts at your next renewal - you keep your current plan until then, and nothing is refunded.

7. Tokens Spent on Finished Videos

Tokens spent on a video that finished successfully are not refundable, even if you're unhappy with the creative result. AI-generated content varies, and a video that generated correctly isn't a service failure.

8. How to Ask for a Refund

Email support@yourfacelessfactory.com or use the Contact page, with your account email and, if it's about a specific video, which job it was. We aim to reply within a few business days.

9. Chargebacks

Payments are processed by Stripe. If you dispute a charge with your bank or card issuer (a chargeback) without contacting us first, we may suspend your account while the dispute is resolved.

10. Changes to This Policy

We may update this Refund Policy from time to time. When we do, we'll change the "Last updated" date above.