1. Scope and payment roles

This policy explains how refunds, cancellations, payment disputes, and access changes work for SkinAlyze subscriptions and add-ons. It supplements our Terms of Service and does not limit any mandatory rights you have under applicable law.

For card and other payment methods offered through Paddle Checkout, Paddle is the authorized reseller and Merchant of Record. Paddle is the seller for that transaction, while SkinAlyze supplies and licenses the service.

Cryptocurrency purchases processed by NOWPayments are separately offered, manually renewable fixed terms sold by SkinAlyze. They are not Paddle transactions and do not renew automatically.

2. Paddle purchases

Paddle purchases are governed by the Paddle Buyer Terms and Paddle Refund Policy, including applicable country-specific withdrawal and consumer rights.

Paddle may consider a discretionary refund request submitted within 14 days of a transaction, but submitting within that period does not guarantee approval. Paddle may approve a full or partial refund, decline the request, or issue a refund where required by law, payment rules, fraud controls, or a verified material product defect.

You may request a Paddle refund using the receipt or subscription-management link in Paddle's transaction email, through paddle.net, or by contacting [email protected]. We will provide product and access information needed for Paddle to review the request.

3. Cryptocurrency purchases

To request a refund for a completed NOWPayments transaction, email [email protected] with your SkinAlyze account email, payment or invoice reference, purchase date, and reason for the request. Never send a private key, seed phrase, wallet password, or authentication secret.

Requests are reviewed individually under applicable law and the facts of the transaction. We may approve a full or partial refund, offer a correction or replacement service period, or decline a discretionary request. This does not affect mandatory consumer, withdrawal, or defect remedies.

Partial, underpaid, expired, failed, unsupported-network, or incorrectly addressed cryptocurrency payments may require provider investigation before any recovery or refund is possible. Network fees, exchange-rate movement, and provider limitations may affect the available return method, except where applicable law requires otherwise.

4. Subscription cancellation

• Paddle subscriptions renew automatically for the selected billing interval until canceled.
• You can cancel through Paddle's customer portal, the cancellation link in a Paddle subscription email, paddle.net, or SkinAlyze billing support.
• Cancellation normally takes effect at the end of the current paid billing period. You retain the corresponding access until then unless a refund, dispute, fraud review, or legal requirement ends access earlier.
• Cancellation stops future renewals but does not automatically refund a completed charge.
• NOWPayments fixed terms expire at the end of their paid service period and do not require cancellation because they do not renew automatically.

5. Technical problems and non-delivery

If a verified technical problem prevents you from receiving or materially using the purchased SkinAlyze access, contact support with a description of the problem and reasonable troubleshooting details. We will try to restore access or correct the issue.

If the problem cannot be corrected within a reasonable time, an appropriate replacement, service-period correction, or refund will be considered by the seller for the transaction and provided where required by applicable law or Paddle's policies.

6. Effect of refunds and disputes

• A full refund, chargeback, reversal, or confirmed payment dispute revokes the corresponding subscription term or lifetime workspace slot.
• A partial refund may result in a proportional service adjustment where appropriate.
• Refunded lifetime workspace slots stop providing Team workspace capacity but remain recorded for audit purposes.
• Downgrades do not delete customer data. Features, older history, integrations, automations, notifications, and excess Team workspaces may become hidden, disabled, or read-only under the Starter limits.
• Fraudulent or abusive payment disputes may result in temporary suspension while the provider investigates, without limiting legitimate dispute rights.

7. Refund timing and method

Approved refunds are normally returned to the original payment method where possible. Paddle controls the processing of refunds for Paddle transactions. Banks, card networks, cryptocurrency networks, and payment providers may add processing time after a refund is issued.

Any invoice, receipt, credit note, or adjustment record will be issued or updated by the seller or payment provider responsible for the original transaction.

8. Contact

For cancellation, refund, billing, or technical-access help, contact [email protected]. Include the transaction reference, but never include full card details, passwords, private keys, or seed phrases.