Refund & Cancellation Policy

This policy explains how trials, cancellations, and refunds work for Echo subscriptions. Echo subscriptions are sold by Polar, acting as our merchant of record — Polar processes payments, handles applicable taxes, and issues refunds on our behalf.

Every new subscription starts with a 7-day free trial. You will not be charged during the trial. If you cancel before the trial ends, you owe nothing and your access ends with the trial. If you do not cancel, your first billing period begins automatically when the trial ends.

You can cancel anytime through the customer portal, accessible from your account billing settings. Cancellation takes effect at the end of your current billing period — you keep full access until then, and you will not be charged again.

We do not require you to contact support to cancel, but if you have trouble with the portal, email support@1labs.ai and we will help.

Monthly subscriptions (Starter at 29 US dollars per month, Pro at 79 US dollars per month) are not refunded pro-rata. When you cancel, you retain access through the end of the paid month, and no further charges occur. We do not issue partial refunds for unused time within a billing month.

For your first annual purchase, you may request a full refund within 14 days of the charge — no questions asked. Email support@1labs.ai or request it through the customer portal, and the refund will be processed via Polar to your original payment method.

After the 14-day window, and for annual renewals, annual plans are not refunded pro-rata. When you cancel an annual plan, you keep access until the end of the annual period already paid for.

If a renewal payment fails, we will notify you and retry the charge during a 3-day grace period. Your access continues normally during this period. If payment has not succeeded by the end of the grace period, access to paid features is paused until billing is resolved. Your projects and Customer Content are not deleted because of a paused subscription.

Outside the cases above, refunds are at our reasonable discretion — for example, if you were charged in error, were double-billed, or experienced a prolonged service outage that materially prevented use. Nothing in this policy limits any non-waivable refund or withdrawal rights you have under the consumer protection laws of your country.

All refunds are issued by Polar, our merchant of record, to the original payment method. Refunds typically appear within 5 to 10 business days depending on your bank or card issuer. Taxes collected on the refunded amount are refunded along with it.

For any billing or refund question, contact support@1labs.ai with the email address on your account. Include your invoice or order reference if you have it — you can find these in the customer portal.

This document is a working draft prepared for launch and is pending review by legal counsel.