Refund policy

Macfax is a trust product. We do not trap people inside it. If a Premium Report does not work for you, we refund on the terms below. This policy is part of the Terms of Service and capitalized terms have the meaning given there.

1. Basic Reports are free

Basic Reports are free to run and free to publish. No card is collected, no charge is made, and there is nothing to refund. If a Basic Diagnostic refuses to complete, email support@macfax.com and we will help you sort it out.

2. Premium Reports: 30-day money-back guarantee

Premium Reports and single-Report purchases come with a thirty (30) day money-back guarantee. You may request a full refund of the purchase price for any reason within thirty (30) days of the purchase date by emailing support@macfax.com from the address you used at checkout, with the Report ID (the eight-character string in your Report URL).

When we refund a Premium Report, the public Report page returns a not-found response from then on, and any activation token tied to that purchase becomes inactive.

3. Refund if the Report fails to issue

If the seller-side macOS app fails to produce a valid Report payload (the device check fails, the Diagnostic refuses to complete, or the upload fails), email support@macfax.com with the email you used at checkout. We refund in full, regardless of when the failure occurred. No Report URL is issued in that case, so there is nothing to clean up on your end.

4. Bulk packs

Bulk packs (five-pack, ten-pack) are sets of Premium Reports sold at a per-Report discount. The thirty-day money-back guarantee applies to the entire pack, on these terms:

• Reports you have not issued at the time of your refund request are fully refundable at the per-Report rate paid in the pack.
• Reports you have issued at the time of your refund request are non-refundable. The remainder of the pack is refunded at the per-Report rate paid.
• After thirty (30) days, only Reports affected by a Section 3 issuance failure are refundable.
• Activation tokens for refunded Reports become inactive on refund.

5. Disputes between buyer and seller

A buyer-side re-attestation that reveals a fingerprint mismatch is the fraud signal the Service is designed to surface. Macfax records the mismatch and presents it to the buyer on the verification page; the dispute itself is between buyer and seller, and Macfax is not a party. The Premium fee is not refunded on account of a buyer-side dispute, because the underlying Diagnostic was still performed and the Service did its job.

In extraordinary cases described in section 8 of the Terms, Macfax may take down or annotate a Report at its sole discretion. A takedown does not entitle the issuing user to a refund beyond what is provided elsewhere in this Policy.

6. What is not refundable

• Reports requested for refund more than thirty (30) days after purchase, other than for a Section 3 issuance failure.
• Reports that have been taken down under the Terms for tampering, forged payloads, abusive use, or other violations of acceptable use.
• Purchases that are or appear to be part of a fraud or abuse pattern (for example, repeated refund-then-rebuy cycles, refund requests from emails or payment methods that do not match the original transaction, or use of stolen payment instruments).

7. Chargebacks

If you believe a charge is in error, please contact support@macfax.com first. Most issues are resolved within a day. Initiating a chargeback through your card issuer for a charge that is consistent with the Terms and this Refund Policy may result in immediate removal of any associated Reports, refusal to issue further Reports under the same email or payment method, and recovery of chargeback fees and reasonable collection costs.

8. How to request a refund

Email support@macfax.com from the address you used at checkout. Include the Report ID (the eight-character string in your Report URL) or, for purchases that did not produce a Report, the date and amount of the charge.

Approved refunds are issued to the original payment method through Stripe. Stripe typically takes five to ten (5 to 10) business days to return funds to your card, though timing depends on your issuer and is outside our control.

9. Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. A purchase is governed by the policy in effect at the time of purchase. Material changes will be highlighted at the top of this page or communicated by email to the address on file at least thirty (30) days before they take effect.

10. Contact

Refund requests and refund questions: support@macfax.com. Dispute matters: disputes@macfax.com.