1. Scope
1.1 This Policy explains how to cancel a Plan and when you can get a refund. It is part of the Terms of Service (see Terms of Service, Section 6). Capitalized terms have the meanings in the Terms of Service, Section 2.
2. Summary
| Situation | What happens |
|---|---|
| First purchase of Year 1, within 14 days | Full refund on request (Section 5) |
| First purchase of Year 1, after 14 days | No refund, unless support makes an exception (Section 7) |
| Monthly or annual renewal | No refund, unless the law requires one or support makes an exception (Sections 6 and 7) |
| Switching between monthly and annual | No proration, partial charge or credit (Section 6.3) |
| You cancel | Future renewals stop. Access continues to the end of the paid period (Section 4) |
| Team Plan | See Section 9 |
| EU or UK consumer | A legal withdrawal right may apply (Section 8) |
3. How to cancel
3.1 You can cancel at any time online in My Labs billing. You do not need to contact us.
3.2 We will confirm your cancellation by email.
4. What happens when you cancel
4.1 Cancelling stops all future renewal charges.
4.2 You keep access until the end of the Subscription Term you already paid for (Year 1, the current month or the current year).
4.3 After that, your Plan ends. Access to Course Content ends as described in the Terms of Service, Section 14.11. Your Account and User Content are handled as described in the Privacy Policy, Sections 11 and 12.
5. First-purchase refund window
5.1 If you buy Year 1 of an Individual Plan for the first time, you may ask for a full refund within 14 days of the purchase date.
5.2 This window applies once per customer.
5.3 When we refund your purchase, your Plan and access end.
6. Renewals
6.1 Renewal payments are not refundable, except where the law requires otherwise or under Section 7. For the Individual Plan, that means $20/month or $192/year.
6.2 Before Year 1 ends, we remind you as described in the Terms of Service, Section 5.4, so you can cancel or choose your renewal option first.
6.3 Switching between monthly and annual (Terms of Service, Section 5.10):
- Monthly to annual: you can switch at any time in My Labs billing. Your current paid month runs to its end. A full 12-month annual term at $192 starts on your next billing date. There is no proration, and no partial charge or credit.
- Annual to monthly: the switch takes effect only at the end of your paid annual term. There is no mid-term switch and no refund for the rest of the annual term.
7. Exceptions
7.1 Our support team may grant a full or partial refund, a credit or another exception at its discretion, for example if there is a technical problem we could not fix.
7.2 An exception granted once does not create a right to the same exception later.
8. EU and UK right of withdrawal
8.1 If you are a consumer in the EU or the UK, you may have the right to withdraw from your purchase within 14 days without giving a reason.
8.2 For digital content and digital services that start right away, you may lose or reduce this right once access begins if, at checkout, you asked for immediate access and confirmed that you understood this.
8.3 To withdraw, contact us using the details in Section 13.
9. Team Plans
9.1 Team Plans renew as described in the Terms of Service, Section 12.4: yearly at the Year-1 pack price by default, or monthly if the Customer opts in.
9.2 The Customer can cancel future renewal at any time in the account billing settings. Access continues to the end of the paid period.
9.3 To ask about a refund for a Team Plan, contact us (Section 13). Support may make exceptions under Section 7.
9.4 Seat swaps (Terms of Service, Section 12.7) do not create a refund or credit.
9.5 Company Partner licences follow the refund terms in the Partner Agreement.
10. Local currency and regional discounts
10.1 We refund to the original payment method. If you paid in local currency through Stripe Adaptive Pricing, the refund in your local currency may differ from what you paid because of exchange-rate changes or bank fees.
10.2 A refund of a purchase made with a regional discount coupon is limited to the amount you actually paid.
11. Chargebacks and payment disputes
11.1 Please contact us before disputing a charge with your bank so we can try to help.
12. How to ask for a refund
12.1 Contact us (Section 13) with your receipt or order number, using the email address on your Account where you can.
13. Contact
13.1 For refund and cancellation requests, email help@shadeofhue.com or write to Mettatonic Corporation, 50 W. Manor Dr., #1298, Pacifica, CA 94044.