Refund Policy

1. Scope

This Refund Policy governs payments for ConvertLab360 software subscriptions (the "Service"), including plans purchased on our analytics dashboard at dash.convertlab360.com. It applies to payments made by card through our payment processors (Creem and Monobank/MonoPay).

This policy covers self-service software subscriptions only. Custom performance-marketing service engagements are governed by their separate service agreement, not by this policy.

2. Subscription Billing

Subscriptions are billed on a prepaid basis for the period you choose:

• Monthly — grants access for 30 days from the date of payment.
• Annual — grants access for 365 days from the date of payment, at a discounted rate.

Subscriptions do not auto-renew. Your access remains active until the end of the period you paid for; to continue, you make a new payment for the next period.

All prices are shown at checkout. UAH payments are processed via MonoPay; international card payments are processed via Creem, which acts as the merchant of record and may add applicable taxes (VAT/GST).

3. 14-Day Money-Back Guarantee

If you are a first-time subscriber and you are not satisfied, you may request a full refund within 14 calendar days of your first payment, for any reason. We may ask for brief feedback to help us improve, but it is not required.

The guarantee applies once per customer and does not apply to renewal payments or to subsequent purchases after your first subscription.

4. Annual Plans

For annual plans, in addition to the 14-day guarantee above, you may request a refund within 30 days of the annual payment. Refunds requested after 30 days are not available; however, your access continues for the remainder of the paid 365-day period.

5. Cancellations

Because subscriptions do not auto-renew, there is nothing to cancel to avoid future charges — simply do not purchase the next period. You can stop using the Service at any time.

When you choose not to renew, your account keeps full access until the end of the current paid period, after which it reverts to the free tier (or is suspended). We do not provide partial refunds for the unused portion of a period except as described in Sections 3 and 4.

6. Non-Refundable Items

The following are not eligible for a refund:

• Monthly payments after the 14-day money-back window has passed
• Annual payments after the 30-day window has passed
• Renewal payments (any payment made for a period after your first one)
• Accounts terminated for violation of our Terms of Service (e.g., fraud or abuse)

7. How to Request a Refund

To request a refund, email hello@convertlab360.com from the email address associated with your account, and include:

• Your account email
• The payment date and approximate amount
• The reason for your request (optional for the 14-day guarantee)

We will confirm receipt and let you know the outcome within 5 business days.

8. Processing & Method

Approved refunds are issued to the original payment method used for the purchase (the card charged via Creem or MonoPay). We do not issue refunds to a different card, account, or method.

Once approved, refunds are typically processed within 5–10 business days. The time it takes for the funds to appear on your statement depends on your bank or card issuer.

9. Chargebacks

If you believe a charge is incorrect, please contact us first — we will resolve eligible cases quickly. Filing a chargeback or payment dispute without contacting us may result in suspension of your account while the dispute is reviewed.

10. Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will revise the "Last updated" date at the top of this page. The policy in effect at the time of your payment applies to that payment.

11. Contact

Questions about refunds or this policy? Contact us:

ConvertLab360
Email: hello@convertlab360.com

We aim to respond to all refund and billing inquiries within 5 business days.