Last updated: June 15, 2026
This Refund Policy explains when and how you can obtain a refund for paid purchases on TrackStemLab (the "Service"). It forms part of our Terms of Service and should be read together with our Pricing page.
Paid purchases give you processing minutes (credits) or a subscription that grants minutes. Minutes are digital entitlements consumed when you run a separation. They have no cash value, are not transferable, and are not redeemable for money except as described here or as required by law.
Payments are handled by our reseller and Merchant of Record, Paddle. Paddle is the seller of record for your purchase, issues your invoice, and handles billing, taxes, and payment disputes. Some refund requests may be processed through Paddle in accordance with their terms.
If you are a consumer in the EU, EEA, or UK, you normally have a 14-day right to withdraw from a purchase of digital content. By starting to use the Service (for example, by running a separation that consumes minutes) you expressly request immediate performance and acknowledge that you lose your right of withdrawal once the digital content has been supplied. For any minutes you have not yet used, you may still request a refund within the 14-day period.
If a separation fails for technical reasons on our side, the minutes reserved for that job are automatically returned to your balance — you are not charged minutes for failed jobs. If you were nonetheless charged for a job that did not produce a usable result, contact us and we will refund the affected minutes or, where appropriate, the corresponding payment.
Outside the cases above, purchases of consumed minutes are generally non-refundable. We may, at our discretion, grant a refund or credit for unused minutes if you contact us promptly with a reasonable explanation. Refunds, when granted, are issued to the original payment method.
You can cancel a subscription at any time; cancellation stops future renewals and takes effect at the end of the current billing period. We do not provide pro-rated refunds for the current period unless required by law. See Pricing for auto-renewal details.
If you believe a charge is incorrect, please contact us first so we can resolve it. Initiating a chargeback without contacting us may result in suspension of your account pending resolution.
Email [email protected] from the address associated with your account, including the approximate date of purchase and the reason for your request. We aim to respond within a reasonable time. Nothing in this policy limits any non-waivable rights you have under applicable consumer law.
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