Understanding when and how refunds are processed
We offer refunds in the following specific circumstances:
System bugs or technical malfunctions during your search process that prevent completion or significantly impact results.
Server-side failures preventing proper request processing or causing search termination.
Double charges, incorrect amount charged, or other payment processing errors verified by our system.
Searches that couldn't be completed due to unexpected downtime or maintenance periods.
All refund requests for technical issues must be submitted within 24 hours of the search attempt and will be verified against our system logs to confirm the reported issue.
The following circumstances do not qualify for a refund under our policy:
Searches using blurry, low resolution, or poor quality images that yield limited results due to the quality of the uploaded photo.
Not finding expected matches or desired results when the system functioned as designed. Our search engines provide access to our existing database but cannot guarantee specific results.
Deciding not to use the service after credits have been purchased or searches have been initiated.
Search results showing different individuals based on facial similarity. Our system provides confidence scores to indicate match quality.
Not completing the search process due to user actions such as closing the browser or navigating away from the search page.
We recommend trying our free search option first to test our service before purchasing credits. This allows you to familiarize yourself with how our system works and what to expect from search results.
If you believe you qualify for a refund based on the eligible criteria above, please follow these steps:
Email [email protected] or, preferably, open a support ticket from your dashboard with your search ID (format example: reco?id=Q2DR26).
Explain the technical issue encountered with specific details about what occurred, including any error messages received and the approximate time of the search attempt.
Our technical team will verify the reported issue against system logs to confirm the presence of technical difficulties during your search session.
Approved refunds are processed within 3-5 business days. Refunds will be issued to the original payment method used for the purchase.
All refund requests are reviewed individually by our support team. Technical issues must be verified by our system logs to qualify for a refund. For payment-related issues, please include any relevant transaction IDs or receipts in your communication.
Our support team is available to assist with any questions or issues related to refunds or technical difficulties: