Refund policy

When you can get a refund.

You can get a full refund of your €15 placement when both of these are true: you ask within 14 days of payment, and your sample hasn't yet been placed on the tree. Up to that point, and inside the 14 days, you can still change your mind for any reason.

Placing your sample on the tree is the point of no return.

The €15 pays for placing your sample on the YFull.ai tree — the analysis that produces your result. When you tell us to go ahead and place your sample, you're asking us to carry out and deliver that work straight away. Once it's done it can't be undone, so that is the point after which a refund is no longer available.

Your statutory right of withdrawal.

Separately from the policy above, EU and Spanish consumer law give you a 14-day right of withdrawal — the derecho de desistimiento — on a distance purchase, counted from the day you buy. You don't have to give a reason (Article 9 of Directive 2011/83/EU; Articles 102 and following of the Spanish consumer law, Real Decreto Legislativo 1/2007). This statutory right sits alongside our policy and is never reduced by it.

The same law sets one limit: because placing your sample on the tree is a service we carry out and deliver right away, your right of withdrawal ends once that work is complete — but only if you asked us to begin it right away and agreed, at checkout, that doing so would end your withdrawal right (Article 16(a) of the Directive; Article 103(a) of the Spanish law). Until that work is complete, your 14-day right stands.

Your yearly subscription.

The optional €5/year subscription is non-refundable for the year you've paid for, once the 14-day withdrawal window has passed. If you cancel, you keep access until the end of the year you've paid for, and it simply won't renew. Within the first 14 days of a subscription payment, your statutory right of withdrawal still applies: if you withdraw in that window we refund what you paid, less a small amount for any part of the year we've already provided at your request (Article 14(3) of Directive 2011/83/EU).

How we pay you back, and how long it takes.

Once your refund is approved, we issue it to your original payment method, without undue delay — and, for a refund under your statutory right of withdrawal, within 14 days at the latest of being told you want to withdraw (Article 13 of Directive 2011/83/EU; Articles 76 and 107 of Real Decreto Legislativo 1/2007). After we've issued it, your bank usually takes a further 5–10 business days to show the money in your account; that last step is in your bank's hands, not ours.

How to ask for a refund.

Start a request from the refund page in your account, or write to us at dpo@yfull.ai. We'll confirm your request and let you know the outcome.

Your rights, and questions.

This policy doesn't affect your statutory rights as a consumer. If you're unhappy with how a refund was handled, you can also turn to the Spanish consumer-arbitration system (Sistema Arbitral de Consumo) or your regional consumer authority. For any question about this policy, write to us at dpo@yfull.ai.