Skip to main content

Refund Policy

Last updated: August 2026 · Version: 2026-08-19

Facet Cloud is a platform where creators build their own branded sites and sell their own content such as courses, downloads, memberships and one-time purchases. This page explains how refunds work on the platform: who processes them, how to request one, and what happens to access and fees when a refund is issued. "Facet Cloud" is a trading name of Jedidiah Esposito, a sole trader (NZBN 9429053442918), registered address Suite 1336, Level 1, 6 Johnsonville Road, Johnsonville, Wellington 6037, New Zealand; see Section 4 for how this affects your statutory rights, and our Terms of Service for the full operator details.

1. Purchases from creator sites

When you buy something from a site hosted on Facet Cloud, your payment is processed by the creator's own Stripe account. The creator is the merchant of record for that sale, sets their own refund policy, and is your first point of contact for any refund request.

  • How to request a refund: Contact the creator using the email address on your purchase receipt, or the contact details published on their site.
  • How refunds are issued: Creators can issue full or partial refunds directly from their site's admin dashboard. Refunds are processed through Stripe and returned to your original payment method; banks typically post the credit within 5–10 business days.
  • What happens to access: When a purchase is fully refunded, access to the associated content is revoked automatically. A partial refund does not remove access.

2. Platform fees on refunds

Where a sale carried a Facet Cloud platform fee, the creator can choose to have that fee refunded alongside the payment when issuing the refund (proportionally, for partial refunds). Stripe's own card processing fees are governed by Stripe's terms and are not returned by Stripe when a payment is refunded.

3. Facet Cloud subscriptions

For creators subscribing to Facet Cloud itself (our hosting plans):

  • Free trial, then first payment: New subscriptions start with a free trial (up to 30 days). We collect your card at sign-up but charge nothing until the trial ends. Cancelling during the trial means you are never charged, so there is no payment to refund.
  • 14-day money-back guarantee: New subscribers are entitled to a full refund of their first payment if they cancel within 14 days of that first payment (not their sign-up date). Email support@get-facet.com within that window. The guarantee applies only to the first billing period of a new subscription; see Section 7 of our Terms of Service for the full conditions, including the separate EU/UK statutory withdrawal right.
  • You can cancel your plan at any time from your billing settings. You keep access until the end of the billing period you have already paid for.
  • Outside the 14-day guarantee, payments already made for a started billing period are generally not refunded, unless required by law.
  • If you believe you were charged in error (for example, a duplicate charge), contact us and we will put it right.

4. Disputes and consumer rights

Nothing in this policy limits any non-waivable rights you have under applicable consumer protection law, including the New Zealand Consumer Guarantees Act and, where applicable, EU/UK consumer law. If you cannot resolve a refund request with a creator directly, contact us and we will assist where we can.

5. Contact

For questions about this Refund Policy, contact us at support@get-facet.com. See also our Terms of Service and Privacy Policy.