Refund Policy

If 1st Touch is not right for you, email billing@1sttouch.ai within 14 days of your first subscription payment and we will refund it in full. You do not need to give a reason, and we do not ask you to prove you used the Service or that anything went wrong.

The guarantee applies to the first payment on a new subscription, including the first payment taken at the end of a free trial. It applies once per customer.

Email billing@1sttouch.ai from the address on your account, with:

• The email address your 1st Touch account uses.
• The Paddle order or invoice number from your receipt, if you have it to hand.
• Optionally, what didn't work for you — it doesn't affect the refund, it just helps us fix things.

You can also request a refund directly through Paddle.com Market Ltd (“Paddle”), our merchant of record, using the link on your receipt or at paddle.net. Either route reaches the same place.

We acknowledge every refund request within 2 business days and approve or decline it within 5 business days.

Approved refunds are issued by Paddle to the original payment method. Paddle processes them within a few business days; how quickly the money appears then depends on your bank or card issuer, and typically takes 5–10 business days after that. We cannot refund to a different card or account than the one used to pay.

Access to paid features ends when a refund is issued, unless we agree otherwise.

Subscriptions renew automatically. Cancelling stops the next renewal and is separate from a refund — cancel any time from Settings → Subscription on the web app, and you keep access until the end of the period you have already paid for.

Renewal payments are outside the 14-day guarantee, because you have had a full period to decide. We do make two exceptions, on request:

• An unnoticed renewal. If you email us within 14 days of a renewal charge and have not used the Service since it was taken, we refund that charge in full.
• An annual plan you no longer want. We refund the unused whole months remaining on it.

The guarantee is a floor, not a ceiling. Outside the 14 days we still refund, in full or pro-rata, where:

• You were charged in error, charged twice, or charged after cancelling.
• Someone used your card without your permission.
• We failed to deliver the analysis your plan covers, and could not put it right within a reasonable time.
• We materially reduced what your plan provides during a period you had already paid for.
• We ended your subscription for a reason that was not a breach of our terms by you.

Where footage of a match was never available to us, that match cannot be analysed. We flag those matches in the app rather than charging for work we cannot do; if missing footage has left a period substantially without the analysis you paid for, tell us and we will refund it pro-rata.

We will normally decline a refund where:

• The request comes after the windows above and none of the exceptions apply.
• The account was suspended or closed for a material breach of our Terms — for example redistributing match footage or sharing an account.
• The guarantee has already been used once on the account.
• Your membership is paid for by your club under a separate agreement — in that case the refund is a matter between us and the club, and we will point you to the right contact.

We will always tell you in writing why a request was declined, and you can ask us to look again.

If you are a consumer in the EEA or the UK you have a legal right to withdraw from a distance contract within 14 days, without giving a reason. Because digital services begin immediately, that right can be lost once performance starts with your consent — so we grant the 14-day guarantee above as a contractual right that applies regardless.

Nothing in this policy limits any right you have under the consumer law of your own country, including rights relating to services that are not as described or not of satisfactory quality.

Please contact us before raising a chargeback with your bank. A chargeback freezes the payment for weeks and is slower than a refund we issue directly. If a chargeback is raised, we may suspend the account while it is investigated, and we will supply the payment and usage records to Paddle and your bank as part of that process.

Refunds and billing: billing@1sttouch.ai
Anything else: support@1sttouch.ai

First Touch SRL, Str. Sfântul Andrei 58, Chișinău, Republic of Moldova — a company registered in the Republic of Moldova under IDNO 1025600043867.

This policy sits alongside our Terms and Conditions and Privacy Policy.