Paid subscriptions (Pro and Plus) are billed and processed by Paddle.com Market Limited ("Paddle"), our payment processor and merchant of record. Paddle handles billing, invoicing, and tax collection on our behalf, and refunds are issued through Paddle.
1. Free plan
The Free plan is not billed, so no refund applies to it.
2. Subscription refunds
If you're unhappy with a purchase, contact us at info@thebasallabs.com within 14 days of the charge. We review refund requests on a case-by-case basis and, where approved, issue the refund through Paddle to your original payment method. Approved refunds are typically processed within 5–10 business days, depending on your payment provider.
We're more likely to approve a refund where:
- You were charged in error (e.g. duplicate charge, charged after cancellation);
- A renewal charge occurred shortly after you intended to cancel and had not meaningfully used the plan;
- A technical issue on our side prevented you from using the Service you paid for.
3. Cancellations
You can cancel your subscription at any time from Dashboard → Billing. Cancelling stops future renewal charges; your plan remains active until the end of the current billing period, after which your account reverts to the Free plan and its limits.
4. Chargebacks
Please contact us before filing a chargeback with your bank or card issuer — we're able to resolve most billing issues directly and faster than a chargeback dispute.
5. Contact
For billing questions or to request a refund, email info@thebasallabs.com. You can also manage your subscription and payment method directly from Dashboard → Billing.