Effective date:
15 June 2026
Version:
1.0
This Refund Policy explains how we handle refunds and cancellations for subscriptions to the Factum Services. It forms an integral part of our General Terms of Use and should be read together with them and with our Privacy Policy. The Services are operated by FAKTUM DOO Skopje ("Factum", "we", "us").
We give you a genuine, no-risk way to evaluate Factum before you pay: a 14-day free trial that requires no payment card and includes up to 10 questions (queries). The trial is your opportunity to decide whether the Services meet your needs. Because you can assess the platform at no cost and with no commitment, paid subscription fees are non-refundable, except where a refund is required by law or granted by us at our discretion, as described below.
We offer a 14-day free trial, which does not require a payment card and includes up to 10 questions (queries). The trial gives you the opportunity to test the Services before committing to a paid plan. You will not be charged automatically, because no payment method is collected during the trial — the Services continue only if you actively choose to subscribe after the trial period ends or the 10-question limit is reached. We may modify, limit or withdraw trial offers at any time, and trials may be limited to one per user or organization.
Once a paid subscription begins, fees are non-refundable, including for periods during which you did not use the Services, and we do not provide pro-rated refunds for the unused portion of a period that has already started. This reflects the fact that you have already had a free, no-card trial period to evaluate the Services. This Section is subject to your statutory rights (Section 7) and to any refund we choose to grant at our discretion (Section 8).
Cancellation.
You can cancel at any time through your Account settings, through Paddle, or by contacting support. Cancellation stops future renewals; you keep access until the end of the current paid period.
Renewals.
Subscriptions renew automatically for successive periods until cancelled. To avoid being charged for a new period, cancel before your renewal date. We will send a reminder before annual renewals where reasonably practicable.
Downgrades.
If you downgrade your plan, the change takes effect at the next renewal; we do not refund the difference for the current period.
Online subscriptions are sold and processed by Paddle.com Market Ltd, our Merchant of Record and authorized reseller:
Paddle is the seller of record on your transaction, appears on your bank or card statement, and processes any refunds and chargebacks on our behalf.
Prices are charged in EUR, and Paddle calculates, collects and remits any applicable VAT or sales tax. Where a refund is issued, applicable tax is refunded together with the price in accordance with Paddle's procedures.
When you purchase, you accept Paddle's Checkout Buyer Terms in addition to our Terms and this Refund Policy. Any approved refund is returned to the original payment method; the time to appear on your statement depends on your bank or card issuer.
For Enterprise customers and any subscriptions invoiced directly by Factum (manual invoicing), cancellation and refund terms are governed by the applicable order form, quotation or separate written agreement. Unless that agreement provides otherwise, Enterprise fees are non-refundable once the relevant subscription term or invoice has been accepted. Please contact your account representative or info@factum.law for any billing query.
If you are a consumer in the EU/EEA (an individual acting outside your trade, business or profession), you have a statutory right under the EU Consumer Rights Directive (2011/83/EU), as transposed in your Member State, to withdraw from a distance contract within 14 days. For digital services that begin immediately, this right is lost once performance has started with your prior express consent and your acknowledgement that you thereby lose the right of withdrawal — consent that you give when you start a paid subscription before the end of the 14-day period. The Services are primarily intended for professional and business use, in which case the consumer withdrawal right does not apply. Nothing in this Policy limits any mandatory consumer rights you may have under the law of your country of residence.
Goodwill / discretion.
We may, at our sole discretion, grant a refund or account credit in individual cases (for example, a duplicate charge or a billing error). Granting a refund in one case does not oblige us to do so in any other.
Service issues.
If you experience a significant, prolonged failure of the Services that we are unable to remedy, contact us — we will review the situation and may grant a refund or credit, in addition to any remedy required by law or under an applicable SLA.
Suspected fraud or abuse.
We may decline refunds and suspend accounts in cases of suspected fraud or abuse of this Policy, or breach of our Terms.
Chargebacks.
Please contact us before initiating a chargeback with your bank; most issues can be resolved faster directly. Unwarranted chargebacks may result in suspension of your Account.
For any billing question or refund request, contact info@factum.law with the email address associated with your Account and your Paddle order or invoice number (shown in your purchase-confirmation email). We aim to acknowledge requests within 2 business days.
We may update this Refund Policy from time to time. Changes apply to purchases made after the updated version takes effect. The current version, with its effective date, will always be available on our website.
FAKTUM DOO Skopje st. "Kliment Ohridski" no. 48, 1000 Skopje, Republic of North Macedonia Tax ID: 4032022554313 Billing and refunds: info@factum.law
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