Refund & Cancellation Policy
This document is provided in Arabic and English. If the two versions differ, the English version prevails.
This policy explains when you can get a refund for a Fanann purchase, how to cancel a subscription, and how refunds are processed. It applies to subscriptions and credit packs bought for Fanann, which are sold and billed by our payment processor acting as merchant of record.
Who we are
Fanann is an online service at fanann.com for building apps, websites, Windows programs and games with AI.
Contact: support@fanann.com (support, billing and refunds) · support@fanann.com (personal data) · support@fanann.com (legal notices).
Payments are handled by our payment processor, which acts as merchant of record: it sells plans and credits to you, charges your payment method, and handles billing, sales tax or VAT and invoices. We never receive your full card details.
Refund of your first subscription payment#
If you are not happy with Fanann, you can get a full refund of your first payment for a subscription plan (monthly or yearly) when both of these are true:
- you request the refund within 14 days of that first payment; and
- you have used less than 10% of that plan’s monthly credit allowance since the payment.
For yearly plans the usage limit is calculated on the plan’s monthly allowance, not the whole year. When the refund is issued the subscription ends and your workspace returns to the free plan.
We may decline a request that shows clear evidence of fraud or abuse of this policy (for example creating repeated accounts to obtain repeated refunds).
Examples
- You subscribe to a plan with 20,000 credits a month, use 1,500 credits and ask for a refund on day 9.
- Eligible — within 14 days and under 2,000 credits (10%). You receive a full refund.
- You subscribe to the same plan and use 3,000 credits in the first week.
- Not eligible for the first-payment refund, because more than 10% of the monthly credits was used. You can still cancel so you are not charged again.
- You paid for the same plan yearly, used 1,500 credits and ask on day 13.
- Eligible — the full yearly payment is refunded.
- Your monthly plan renewed yesterday and you forgot to cancel.
- Renewals are not refundable. Cancel now and keep access until the end of the new period.
Renewals and credit packs#
Subscription renewals (monthly or yearly) and credit packs are non-refundable once charged, whether or not the credits have been used. Purchased pack credits do not expire.
To avoid a renewal charge, cancel before the renewal date shown in Plan & billing.
When we refund in other cases#
Regardless of the rules above, we refund in full (or in part, where appropriate):
- Duplicate charges — you were charged more than once for the same purchase.
- Billing errors — you were charged the wrong amount, or after a cancellation that had already taken effect.
- Verified service failure — a fault on our side that we confirm prevented you from using the paid features (for example an outage lasting a significant part of your billing period). Temporary slowness or dissatisfaction with the style of a result is not a service failure; credits reserved for work that is not done already return to your balance automatically.
How to cancel#
You can cancel at any time, without a cancellation fee:
- in Fanann: Plan & billing → Cancel subscription;
- in the billing portal: Plan & billing → Manage billing; or
- by emailing support@fanann.com from your account email.
Cancellation stops the next renewal. You keep your plan, features and remaining credits until the end of the period you have already paid for; we do not refund the unused part of a period. After that your workspace moves to the free plan: nothing is deleted, but projects and apps above the free plan’s limits become read-only.
Upgrades take effect immediately and the prorated difference is charged; downgrades and switches between monthly and yearly billing are prorated in the same way. A proration adjustment is not a refund.
How to request a refund#
Email support@fanann.com from the email address on your Fanann account, including:
- your account email;
- the order or invoice number from your receipt email (or from Plan & billing → Manage billing); and
- a short reason (for example “first-payment refund”, “duplicate charge”).
You can also contact our merchant of record through the billing portal (Plan & billing → Manage billing). We reply to every refund request within 3 business days.
How refunds are processed#
Approved refunds are issued by our merchant of record to the original payment method used for the purchase, in the currency you were charged (US dollars), including any tax collected. Refunds usually appear within 5–10 business days after approval, depending on your bank or card issuer. If your bank converted the charge to another currency, exchange-rate differences can make the refunded amount in your currency slightly different.
When a subscription payment is refunded, the related plan and its credits end; when a credit pack is refunded, the unused credits from it are removed.
Chargebacks#
Please contact us at support@fanann.com before disputing a charge with your bank — most issues are resolved faster directly. While a chargeback is open, purchases and AI work in the affected workspace may be paused. Chargebacks filed without a legitimate reason may lead to suspension of the account.
Your statutory rights#
Nothing in this policy limits rights you have under consumer-protection laws that apply to you and cannot be waived. Where such a law gives you a longer or broader right to cancel or get a refund, that right applies.
Contact#
Billing and refund questions: support@fanann.com. Payment receipts and invoices are sent by our merchant of record.