Last updated: October 8, 2026
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Refunds are issued by Paddle to the original payment method. You can request a refund by writing to support@realtells.com, through the link in your Paddle receipt, or at paddle.net.
You can get a full refund for credits you have not used within 30 days of the purchase. If you used part of a pack, we refund the unused credits at the price you paid per credit.
If our analysis cannot reach an opinion (the report says "Inconclusive"), or a report fails or is not delivered because of a technical problem on our side, the credits used for it are returned to your account automatically. If you would rather have the money back, write to us within 30 days of the purchase and we will refund it.
Within 14 days of receiving a report you can ask for a free re-check with additional photos. If the re-check changes the opinion, or the report clearly contained an error on our side (for example, it analysed the wrong item type), we return the credits used for that report to your account; within 30 days of purchase you can ask for the money instead.
You can cancel the Pro plan at any time via the link in your Paddle receipt; it stays active until the end of the paid month. You can request a refund of the first payment of a Pro subscription within 30 days if you have not used any of its credits.
If you are a consumer in the EU or the UK, you have a 14-day right of withdrawal from purchases of digital services. When you start a check, you ask us to begin the service immediately and acknowledge that your right of withdrawal ends once the report has been fully delivered. This does not limit the refunds described above, which apply to everyone.
If the law where you live gives you other cancellation rights (for example, in Canada, South Korea, Brazil, China or Singapore), those rights apply in addition to this policy.
We may decline refunds requested after the periods above, or requests that show abuse (for example, repeated refund requests after using reports). This does not affect your statutory rights.
RealTells is operated by Samat Makatov, individual entrepreneur “Makatov Digital”, 27/1 Baitursynov St., office 201, Almaty, Republic of Kazakhstan. Email: support@realtells.com. We reply within 2 business days.