Last updated: April 2026
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.
Our subscription plans (Starter, Pro, and Business) are subject to the following refund terms:
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, without owing any compensation or penalty, and without paying any expenses in relation to the withdrawal. This right applies to your first subscription period only.
To: Serpact OOD, 19 Krairechna Street, office 6, Svilengrad 6500, Bulgaria
Email: contact@serpact.com
I hereby give notice that I withdraw from my contract for the provision of the FactMatters service.
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.
Balance top-ups add EUR funds to your FactMatters account. These funds do not expire and are used later for individual pay-as-you-go fact-checks after any free runs have been used.
14-day withdrawal right: If you withdraw from a balance top-up purchase within 14 days, we will refund the unused portion of that top-up. Amounts already spent on completed fact-checks are not refundable because those checks have already been performed at your request.
After the 14-day withdrawal period has elapsed, unused EUR wallet balance remains available in your account for future FactMatters services but is not refundable except where required by law or under the exceptional circumstances described below.
To request a refund for an eligible purchase, please contact us with the following information:
Send your request to: contact@serpact.com
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.
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.
We may consider refunds outside of the standard policy in the following cases:
Each case will be reviewed individually. Please contact us with details of the issue.
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. For further information about us, please visit our Imprint page.