Refund Policy

Last updated: February 2026

1. Overview

This Refund Policy applies to all purchases made through FactMatters, operated by Serpact OOD. We comply with the EU Consumer Rights Directive (2011/83/EU) and applicable consumer protection laws. This policy outlines your rights regarding refunds for our subscription services and balance top-up purchases.

2. Subscription Services

Our subscription plans (Starter, Pro, and Business) are subject to the following refund terms:

14-Day Right of Withdrawal

In accordance with the EU Consumer Rights Directive, you have the right to withdraw from your subscription within 14 days of the initial purchase without giving any reason. This right applies to your first subscription period only.

  • The withdrawal period expires 14 days after the day the subscription contract was concluded
  • To exercise this right, you must inform us of your decision by a clear statement
  • If you have used the service during the withdrawal period, you may be charged a proportionate amount for the service used

Subscription Cancellation

You may cancel your subscription at any time through the Billing page in your dashboard or by contacting us. Upon cancellation, you will retain access to the service until the end of your current billing period. No partial refunds are provided for the remaining days of a billing cycle after the 14-day withdrawal period has elapsed.

3. Balance Top-Up Purchases

Balance top-ups are digital credits that are delivered immediately upon purchase.

Important: By completing a balance top-up purchase, you expressly consent to the immediate delivery of digital content and acknowledge that you thereby waive your right of withdrawal. This is in accordance with EU Directive 2011/83/EU, Article 16(m), which provides that the right of withdrawal does not apply to contracts for the supply of digital content not supplied on a tangible medium if performance has begun with the consumer's prior express consent and acknowledgment that the right of withdrawal is lost.

Balance top-ups are therefore non-refundable once the purchase is completed and funds have been credited to your account.

4. How to Request a Refund

To request a refund for an eligible purchase, please contact us with the following information:

  • Your full name and the email address associated with your account
  • The date of purchase
  • The reason for the refund request
  • Your order or transaction reference (available in your billing history)

Send your request to: contact@serpact.com

5. Processing Time

We will process your refund request within 14 business days of receiving it. You will receive an email confirmation once your refund has been approved. Please allow additional time for the refund to appear in your account, depending on your payment provider.

6. Refund Method

Approved refunds will be returned to the original payment method used for the purchase. We process refunds through Stripe, our payment processor. The refund will appear on your statement within 5-10 business days after processing, depending on your bank or card issuer.

7. Exceptional Circumstances

We may consider refunds outside of the standard policy in the following cases:

  • Technical issues that prevented you from using the service
  • Duplicate or erroneous charges
  • Service unavailability for an extended period

Each case will be reviewed individually. Please contact us with details of the issue.

8. Contact Us

If you have questions about this Refund Policy or need to request a refund, please contact us at contact@serpact.com or visit our contact page.