Refund Policy

1. The main rules

• All credit purchases are final, including unused credits. This covers one-time credit packs, recurring monthly top-ups and Auto Top-Up purchases.
• All subscription payments are non-refundable. This covers the first payment for a plan and every renewal, monthly or yearly.
• Archive storage payments are non-refundable. This covers every monthly archive storage charge.

You choose the number of credits and the plan before you buy, and the price is shown before you pay. Buying more than you need, changing your mind, not using a subscription, or leaving credits unused does not qualify for a refund.

2. Cancel before renewal to avoid future charges

Subscriptions, recurring top-ups and archive storage renew automatically until you cancel them. To avoid the next charge, cancel before the renewal date in your account settings. Cancelling stops future charges; it does not refund a payment that has already been made. Forgetting to cancel does not qualify for a refund. How cancellation works for each purchase is described in the Billing, Credits and Cancellation Policy.

3. Credits returned after a failed job

A cash refund is different from returning credits. If a processing job fails or is cancelled and qualifies under the Service's rules, the credits it used are returned to your Epifany balance. Returned credits can be used again for processing; this does not make the original credit purchase refundable.

4. Billing errors and problems with delivery

Contact support@epifanylabs.com if:

• you were charged twice for the same purchase;
• you were charged the wrong amount;
• you see a charge you did not authorise; or
• you paid but did not receive the credits, plan, top-up or archive storage you bought.

These are not change-of-mind requests. We will investigate, and where the problem is confirmed we will correct it, for example by delivering what you bought, reversing the incorrect charge, or refunding the amount charged in error. Please include your account email, the date and amount of the charge, and, if you have it, the receipt.

5. Your legal rights

This policy does not limit any right to a refund, cancellation or other remedy that you have under applicable law, including consumer protection law, and it does not prevent you from disputing a charge with your card issuer or bank. If you have a concern about a charge, we encourage you to contact us first so we can try to resolve it quickly.

6. How refunds are paid

When a refund is due, it is made to the original payment method through our payment processor, Stripe, and includes the sales tax charged on the refunded amount. The time it takes to appear depends on your bank or card issuer.