Refunds

Refund policy

Last updated: 11 October 2026

This policy explains when you can get your money back for a Facetivo purchase. It is part of our Terms.

In short

If you have paid but not yet started what you paid for, you can cancel within 14 days and we refund you in full. Once you have started it, we do not give refunds — unless something does not work as it should.

Before you start: full refund

Before paying, you ask for access straight away and confirm that you lose your right to cancel once you start (see Terms, section 6). Until you start, that right is still yours: within 14 days of your purchase we refund the full amount you paid for it, with no questions asked.

"Started" means that you have answered at least one question in the part of the assessment you paid for. Opening your link, reading the introduction or looking at your free preview result does not count.

If one purchase covers several parts of the assessment and you have started one of them, the purchase counts as started.

After you start: no refund

Once you have started the part you paid for, you have received the digital content and the right to cancel has ended, so we do not refund it.

If something does not work

If the assessment or your report does not work as described — for example the videos do not play, or your report cannot be produced — write to us. We will fix it, and if we cannot, we refund you in full or in part. This applies whether or not you have started, and it does not depend on the 14 days. It is your right under consumer law.

How to ask for a refund

Write to hello@facetivo.com from the email address you used to buy, with the order number from your receipt. You do not have to give a reason, but you may use this sentence if you wish: "I hereby cancel my purchase of Facetivo access, order [number], made on [date]."

We reply within 3 working days. We refund to the payment method you used, within 14 days of your request, at no cost to you.

Free preview

The free preview costs nothing, so there is nothing to refund.

Purchases made for you by an organisation

If an organisation bought your access, refunds are a matter for its agreement with us. Please ask the organisation.