Refund Policy

Last updated 18 August 2026

Who you are buying from

The Gap Discovery Console is operated by Ran Merkazy Factor127, registration number 033984410, 25 Berl Katzenelson St., Kfar Saba, Israel. You can reach us at console@factor127.com.

Who processes your refund

Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for all our orders. Refunds are therefore issued by Paddle, back to the original payment method. We authorise them; Paddle carries them out. You can raise a request with either of us — see below.

Start with the free trial

Every account can start with a free trial: one project in which the first five interviews are read and one insight report is written, at no charge and with no card on file. Answers beyond the five are stored and wait, unread, until you decide. We would much rather you established that the Service works for you that way than paid and asked for the money back. If you are unsure whether it fits, run the trial first or write to us and ask.

Starter projects

A Starter project is a one-off purchase of $199 that lifts one project's allowance to twenty interviews and ten reports. It is not a subscription and does not renew. Tell us within 14 days of the purchase and, if no interview beyond the free five has been read and no second report has been written on that project, we will refund it in full. Once the paid allowance has been used in part, the purchase is complete and we do not refund it, because the reading and the reports are the product.

Monthly subscriptions

• Cancel at any time. Cancellation stops the next charge. Your subscription runs to the end of the period you have already paid for.
• We do not refund part-months by default, because access continues for the remainder of the paid period.
• Charged after you meant to cancel? Tell us within 14 days of the charge and, if the subscription was not meaningfully used in that period, we will refund it in full. We would rather return the money than keep a payment nobody intended to make.
• Reducing your active client count lowers the next bill automatically and is prorated — you do not need to request a refund for archiving a finished engagement.

One-time purchases

One-time purchases, including any promotional pass, may be refunded in full within 14 days of purchase provided the allowance attached to them has not been substantially consumed. Once a purchase has been used to process most or all of its included sources, the work has been delivered and it is no longer refundable.

When we will refund outside these windows

Policies should not be used to keep money that was not earned. We will refund, on request and at our discretion, where:

• you were charged twice for the same period;
• a defect on our side prevented you from using what you paid for, and we could not fix it in reasonable time;
• you were billed after cancelling.

What is not refundable

• Periods in which the Service was used normally.
• Dissatisfaction with the conclusions of an analysis. The Service produces evidence and drafts for you to judge; the professional interpretation is yours.
• Charges over 14 days old that do not fall into one of the cases above.

How to request a refund

Email console@factor127.com from the address on the account, with the approximate date and amount of the charge. You may also contact Paddle directly through the receipt they sent you. We aim to respond within 5 business days, and refunds usually reach the original payment method within 5–10 business days once approved.

Your statutory rights

Nothing in this policy limits any refund or cancellation right you have under the law that applies to you. Where the law gives you more than this policy does, the law applies.

← Back to sign-in