Refunds and cancellation

1. Cancelling

Every subscription is month to month and cancellable by you, at any time, from the billing page inside the product. You do not need to email us and there is no cancellation fee or notice period.

Cancelling stops the next renewal. You keep full access until the end of the period you have already paid for, and we do not prorate a partial month back to you.

2. Free trials

Where a product offers a trial, we collect a payment method upfront and charge nothing until the trial ends. Cancel before the end date shown in your account and you are not charged at all.

3. When we refund

We will refund you in full, on request within 14 days of the charge, when:

• You were charged after cancelling.
• You were charged twice for the same period.
• A fault on our side made the product substantially unusable for most of the period, and support could not fix it.
• We materially reduced or retired something you were paying for, as described in our terms of service.
• The charge was not authorised by you. Tell us and we will refund it and secure the account.

4. When we do not refund

Our products call paid generation and rendering engines on your behalf. Those providers bill us the moment a job is submitted, whatever comes back. Once that has happened the money is spent and we cannot return it.

So the following are not refundable:

• Work already generated. Credits or usage consumed by a job that reached the generation engine, including where you did not like the result.
• An unused period. A month you paid for but did not log into. Cancel before renewal to avoid the next one.
• Change of mind after use. Where you have used the product meaningfully during the period.
• Third party account action. A platform suspending, banning, or rate limiting an account you connected. We do not control those decisions.
• One time licences after download, except where the software does not run on a supported system and we cannot fix it.

Where a job fails before it reached a generation engine, or you cancel it before processing starts, nothing is charged and any credits are returned automatically.

5. How to ask

Email hello@epoxlab.com from the address on the account, with the product name and the date of the charge. Approved refunds go back to the original payment method, and Stripe typically takes 5 to 10 business days to settle it.

6. Chargebacks

If something looks wrong on your statement, please write to us first. We can almost always resolve it faster than your bank can, and a chargeback opened before you contact us may result in the account being suspended while the dispute runs.

7. Statutory rights

Nothing here removes rights you have under the consumer law of your country. Where local law gives you a stronger right to cancel or be refunded, that right applies.

8. Contact

hello@epoxlab.com for anything about a charge, a renewal, or a refund.