Refund Policy

1. Marketplace deal prepayments

When you prepay for a deal listed by a clinic on the Faceify Labs marketplace, the payment is held against your booking with that clinic. You may request a full refund in any of the following situations:

• The clinic does not contact you within 7 calendar days of payment.
• The clinic cannot accommodate you for a consultation within 30 days of the booking date.
• You cancel within 24 hours of payment, before any consultation has taken place.
• The procedure as described materially differs from what the clinic offers in person.

Once a consultation has taken place, refund eligibility is at the discretion of the clinic and Faceify Labs jointly. Procedures already performed are non-refundable.

2. Day Pass (₹/$ patient simulator access)

Day Pass purchases unlock 24 hours of full simulator access. Refunds are available within 1 hour of purchase if the simulator access has not been used. After the first usage, the Day Pass is non-refundable because the digital access has already been delivered.

3. Clinic plan subscriptions

Surgeon and clinic plans (Starter, Pro, Clinic) include a 14-day money-back guarantee from the date of first billing. Cancel within 14 days for a full refund of that billing cycle. Subsequent monthly billing cycles are not pro-rated; cancel before the next renewal date to avoid the next charge.

4. How to request a refund

Email ceo@faceifylabs.com from the address used to make the payment. Include:

• The payment reference (Razorpay payment ID or Polar order ID).
• The deal title or product (Day Pass / plan name).
• A short reason — required for our records, not used to deny refunds within the windows above.

We acknowledge every refund request within 1 business day and process eligible refunds within 5–7 business days. Refunds are issued to the original payment method.

5. Disputes

If you disagree with a refund decision, you may escalate to ceo@faceifylabs.com. Indian users may also raise disputes through the Razorpay Disputes process. For payments processed by Polar (international), you may contact your card issuer directly.