Refund Policy

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

You can request a refund within 14 days of a payment — your first purchase, a subscription renewal, or a one-time purchase such as extra fotho.credits.

• Not used yet — full refund. If you haven't used the paid plan or the credits you bought (for example, no photos uploaded and no transfers sent under the paid plan), we refund the payment in full.
• Already used — reviewed case by case. Our service has running costs from the moment it's used, such as storage and face recognition. So refund requests for a plan or credits that have been used are reviewed individually: we may approve a full refund, a partial refund for the unused part, or decline the request.
• Service not working — refund for the affected credits. If a technical problem on our side (not your device, connection or settings) stops a paid feature from working for photos you uploaded, and we can't fix it within 7 days of your report, we refund only the credits used for those photos, based on the price you paid for them.

Unused credits can be refunded within 14 days of purchase. Credits that have already been used can't be refunded, because the photos they paid for have already been processed — except as described under "Service not working" in Section 3.

If your plan starts with a free trial, you won't be charged until the trial ends. Cancel before the trial ends and you won't be charged at all.

• Go to paddle.net, look up your order with the email address you used at checkout, and request a refund.
• Or email us at hello@fotho.co with that email address and your order number (shown on your Paddle receipt).
• Approved refunds go back to your original payment method. Depending on your bank, it can take up to 14 days to appear.

Access to the refunded plan ends and your account moves to the free plan. Your existing events, galleries, and transfers aren't deleted straight away, but we may apply the free plan's storage periods to them; new uploads follow the free plan's limits. Refunded credits are removed from your account.

You can cancel at any time. Cancelling stops future renewals, and you keep your paid plan until the end of the current billing period. Cancelling on its own doesn't refund the current period.

We may decline a refund request where there is evidence of fraud or abuse, such as repeated purchase-and-refund cycles.

Nothing in this policy limits your mandatory consumer rights. Where the law of your country gives you a statutory right of withdrawal, it applies as described in Paddle's Refund Policy.