Refund Policy

1. Refund policy

Annual plans: You may request a full refund within 14 days of your initial purchase or annual renewal date. Refund requests submitted after 14 days are not eligible.

Monthly plans: Monthly subscriptions are non-refundable. You may cancel at any time — your access continues until the end of the current billing period and you will not be charged for the following period.

The following are not eligible for refunds under any plan:

• Unused portion of a subscription period beyond the 14-day window;
• Failure to cancel before automatic renewal (outside the 14-day window);
• Dissatisfaction with features or functionality where the Service has been available and functioning as described.

2. Cancellation

You may cancel your subscription at any time through your account settings or by contacting hello@lacunalabs.eu. Cancellation takes effect at the end of the current billing period. You retain full access to your plan features until that date. No refund is issued for the remaining time in the period.

3. Free trial

Lacuna Labs offers a free Trial tier with no time limit and no payment required. We encourage you to evaluate the platform using the Trial tier before upgrading to a paid plan. The availability of a free tier is one of the reasons we maintain a strict no-refund policy on paid subscriptions.

4. Automatic renewal

Paid subscriptions renew automatically at the end of each billing period. You will receive a reminder email before renewal. It is your responsibility to cancel before the renewal date if you do not wish to be charged for the next period. Lacuna Labs will not issue refunds for charges that result from failure to cancel before renewal.

5. Payment processing

Payments are processed by Paddle.com (Paddle Payments Ltd, Judd House, 18-29 Mora Street, London EC1V 8BT, UK), acting as Merchant of Record. Paddle handles billing, invoicing, and applicable tax remittance. Any disputes about charges on your payment statement should be directed first to hello@lacunalabs.eu. For payment processing disputes, Paddle's Buyer Terms apply.

6. Exceptions — technical failure

If you experience a verified technical failure that prevents you from accessing the Service for a continuous period of more than 72 hours due to a fault attributable solely to Lacuna Labs, you may be entitled to a prorated service credit or refund for the affected period. Service credits are issued at our sole discretion and applied to your next billing cycle. Submit claims to hello@lacunalabs.eu within 14 days of the incident.

7. Consumer rights

Nothing in this policy limits any rights you may have under applicable mandatory consumer protection law. UK consumers may have rights under the Consumer Rights Act 2015. EU consumers may have rights under the Consumer Rights Directive (2011/83/EU) as implemented in their member state. Brazilian consumers may have rights under the Código de Defesa do Consumidor (Lei 8.078/1990).

For digital services where performance begins immediately upon purchase and you have expressly acknowledged this and waived your right of withdrawal, the 14-day cooling-off period under UK and EU consumer law does not apply. By completing your purchase of a Lacuna Labs subscription, you expressly request immediate access to the Service and acknowledge that your right of withdrawal, if any, is thereby waived.

8. Contact

For any questions about this policy or billing issues, contact:

Lacuna Labs Intelligence Ltd
71-75 Shelton Street, Covent Garden
London WC2H 9JQ, United Kingdom
hello@lacunalabs.eu