Refund & Cancellation Policy
Last updated: 12 July 2026
FoodFact sells digital compliance reports and report credits. This policy explains when purchases can be cancelled or refunded. Payments are processed by our merchant of record, Paddle (Paddle.com Market Ltd); approved refunds are returned to your original payment method by Paddle.
Unused report credits
If you have purchased report credits (for example, a report pack) and have not yet used them, you may request a refund of the unused credits within 14 days of purchase. Used credits — those for which a report has been generated and delivered — are treated the same way as single reports (see below).
Single reports
A single report is generated and delivered immediately after payment. You may request a refund within 14 days of purchase. Because a single report is a digital good delivered on demand, when you generate the report you agree to its immediate delivery; once a report has been generated we will refund or re-issue it where it failed to generate, was not delivered, or contains a demonstrable defect attributable to the Service, and will consider other refund requests on their merits together with Paddle. Nothing here removes any statutory refund right you may have under your local law.
Duplicate or erroneous charges
We refund duplicate charges and charges made in error in full. If you believe you were charged incorrectly, contact us with your receipt.
How to request a refund
Because Paddle is our merchant of record, you can request a refund directly through Paddle at paddle.net, using the receipt Paddle emailed you. You can also email support@foodfact.co from your account email, with your Paddle receipt or order reference and the reason for the request, and we will coordinate the refund with Paddle. We aim to respond within a few business days. Nothing in this policy limits any statutory consumer rights you may have under your local law.