Refund Policy
Refund Policy
Clear, predictable rules for cancellations, refunds, and chargebacks. Designed to comply with EU consumer law and Paddle's standards as our merchant of record.
- EU/UK consumers: 14-day right of withdrawal on new Subscriptions. Even if you used AI credits, you get a prorated refund (paid amount minus prorated days used minus value of AI credits consumed at API cost).
- Non-EU consumers: full refund only if AI credits remain unused and no pages/data were created within 7 days of the first charge.
- Subscription renewal payments are not refundable in any region. Cancel auto-renewal anytime to prevent the next charge.
- Subscription-included AI credits ($8/month) are consumed on use to cover external API cost and do not roll over.
- LabelCash top-up balance is refundable within 14 days only if zero credits from that pack have been used; unused balance never expires.
- Domain registrations are non-refundable once submitted to the registry — this is an ICANN policy, not ours.
- Refunds are processed by Paddle to the original payment method, typically within 5–10 business days.
1. EU & UK 14-Day Right of Withdrawal
-
1
If you reside in the EU, EEA, or UK and purchase a Subscription as a consumer (not in the course of business), you have 14 calendar days from the start of your Subscription to withdraw without giving any reason.
-
2
During checkout, you may explicitly request immediate access to the Service and acknowledge that, by doing so, you waive your right of withdrawal once performance has begun. We disclose this clearly before payment.
-
3
If you have not waived the right and not consumed any AI credits, you receive a full refund. If you have already consumed AI credits or used the Subscription, the refund is reduced on a strictly proportionate basis — never forfeited in full solely because you used some credits, in compliance with Article 14(3) of Directive 2011/83/EU and CJEU proportionality case law.
-
4
Prorata formula: Refund = Paid Amount − (Paid Amount × Days Used / Days in Billing Period) − (Value of AI credits consumed at external API cost). If the result is zero or negative, no refund is owed. Each component is verifiable from your account ledger.
-
5
To withdraw, send a clear statement (e.g., email to [email protected]) within the 14-day window. A model withdrawal form is available on request.
2. Refund Matrix by Product
Refunds by Service Type
| Scenario | Refund Amount |
|---|---|
| EU/UK consumer, first subscription, within 14 days | If zero AI credits used → full refund. If consumed → prorated refund: Paid − (Paid × days_used / days_in_period) − value of AI credits at API cost. Article 14(3) of Directive 2011/83/EU. |
| Non-EU consumer, first monthly subscription, within 7 days | If zero AI credits used + no pages or data created → full refund. Any AI credit use within the window forfeits eligibility (external API cost incurred on first use). |
| Subscription renewal payments (any region) | Not refundable. Cancel auto-renewal at any time to prevent the next charge. You retain access until the end of the paid period. |
| Monthly plan, after first 14 days | Cancel anytime; access until end of period; no further charges. No mid-cycle cash refund unless required by mandatory consumer law. |
| Annual plan, mid-term cancellation | No cash refund. Access continues until the end of the current annual term; auto-renewal is cancelled. |
| Service materially defective for >24 hours | Pro-rata refund or service credit equivalent to the affected period, on request. |
Once a domain is submitted to the registry it is propagated globally and registered in your name. Per ICANN policy and registry rules, registrations and renewals are non-refundable, including in the case of typos. We strongly recommend you double-check spelling before completing checkout.
The AI credits included in your monthly Subscription are consumed on use to cover the external AI API cost incurred per request. They are not refundable independently from the underlying Subscription and do not roll over between billing cycles. Where a prorated refund applies (EU/UK 14-day case), the value of credits actually consumed is deducted at API cost, not at retail rate.
A LabelCash top-up pack is refundable in full only if (a) you contact us within 14 days of purchase and (b) zero credits from that pack have been used. Once any credit from the pack has been used, the pack is non-refundable; the remaining balance stays usable indefinitely (no expiry). Credits acquired through promotions, referrals, or as part of a Subscription are not redeemable for cash.
If you signed up for a free trial that converts to a paid Subscription, you will receive a reminder email before the conversion. After conversion, the standard refund matrix above applies.
3. How to Request a Refund
-
1
Email [email protected] from the email on your Account, with the order ID (visible in Settings → Billing) and reason.
-
2
We acknowledge receipt within 2 business days and respond with a decision within 7 business days.
-
3
Approved refunds are processed by Paddle to the original payment method. Funds typically arrive in 5–10 business days, depending on your bank.
-
4
Refunds reduce any subsequent VAT/tax remittance accordingly. You may receive a credit memo from Paddle for your records.
4. Chargebacks
-
1
If you have a billing concern, contact us first — most issues can be resolved within 48 hours.
-
2
Initiating a chargeback without first contacting support may result in immediate Account suspension while the dispute is investigated.
-
3
Fraudulent or abusive chargebacks may result in permanent ban and forwarding of the case to the relevant payment networks.
5. Exceptions
Nothing in this Refund Policy limits or excludes any refund right that you have under mandatory consumer law in your country of residence. Where local law provides a stronger refund right, the local law applies.