Refund & cancellation policy

1. Who handles your payment and refund

FaceNest is sold through Creem. Creem is the Merchant of Record, which means the legal seller is Creem, not us: it takes the payment, issues invoices, calculates tax, and decides refund requests on its own.

So a refund has to be requested from Creem — we cannot approve or deny one on your behalf. But we will pass it on and follow up for you.

The relevant terms are Creem's terms, in particular its buyer terms.

2. The refund window

Under Creem's buyer terms: you can request a refund from Creem within 60 days of payment, and Creem decides the request under those terms.

We deliberately do not advertise a more generous window than that on this site (for example "14-day unconditional refund"), because the decision is not ours to make — promising it would only give you a promise we cannot keep.

3. How to request a refund

Two routes, either is fine:

Through the Creem customer portal (fastest): log in at https://www.creem.io/my-orders/login with the email you paid with, or use the link in your receipt email. The portal lets you manage your subscription, request invoices, and raise a refund request directly with Creem.
Email us: support@facenest.net with your payment email and the order reference if you have it, plus a short description. We will pass it to Creem and follow up.

Every successful payment triggers an automatic email from Creem containing a login link to your portal — that email is your way in, so keep it.

4. How long the money takes to come back

Once Creem processes the refund, how long it takes to appear depends on your card issuer or payment channel. We cannot give an exact number of days and we do not promise one. If it has not arrived in a reasonable time, contact Creem or tell us and we will chase it.

5. Cancelling your subscription

You can cancel at any time, yourself, without contacting us.

Log in to the Creem customer portal with the email you paid with;
select your subscription → "Manage Subscription" → "Cancel Subscription";
or use the link in your receipt email to go straight to the portal.

What happens after you cancel — please read this as our actual behaviour:

	After cancelling
Will I be charged again?	No. Cancelling stops future charges immediately.
Can I still use it now?	Yes. The period you already paid for keeps working to its end.
What happens at the end of the period?	You return to the free tier: library capped at 100 photos, semantic search off. Your existing photos, faces, tags and albums remain searchable — not a single file is deleted.
Do I need to reinstall?	No. The app keeps working; only the quotas return to the free tier.

⚠️ One clarification: Creem's customer help page says "you will also lose access" after cancelling, which is a blunt way of putting it. That is not our behaviour. FaceNest licences are verified offline, so we cannot — and do not — cut off your features mid-period; the server is deliberately built to let a cancelled subscription lapse naturally rather than switch off immediately. Please go by the table above.

6. About chargebacks

If you have a question about a charge, please contact us first (support@facenest.net). Filing a chargeback with your bank adds an extra fee (on the order of 25 USD/EUR per case, and the original transaction fee is not refunded) and takes far longer to resolve than a refund.

Talk to us first — it is almost always faster.

7. EU / UK customers

For digital content, the 14-day right of withdrawal does not apply once you have expressly consented and waived that right — and what FaceNest provides is precisely "digital content delivered immediately".

We would rather not write that as a blunt legal clause. All you need to know is this: digital goods are treated as delivered once you have paid and started using them; if there is still a problem, you can contact Creem or us within 60 days.