Contents
1. Scope
This Refund Policy governs payments for ConvertLab360 software subscriptions (the "Service"), including plans purchased on our analytics dashboard at dash.convertlab360.com. It applies to card payments made through our payment providers (Creem and Monobank/MonoPay).
This policy covers self-service software subscriptions only. Custom performance-marketing service engagements are governed by a separate services agreement, not this policy.
2. Subscription billing
Subscriptions are billed on a prepaid basis for the period you choose:
- Monthly — grants access for 30 days from the payment date.
- Annual — grants access for 365 days from the payment date, at a reduced price.
Subscriptions do not renew automatically. Your access stays active until the end of the paid period; to continue, you make a new payment for the next period.
All prices are shown at checkout. Payments in hryvnia are processed via MonoPay; international card payments are processed via Creem, which acts as the merchant of record and may add applicable taxes (VAT/GST).
3. 14-day money-back guarantee
If you subscribe for the first time and are not satisfied, you may request a full refund within 14 calendar days of the first payment, for any reason. We may ask for brief feedback to improve the service, but it is optional.
The guarantee applies once per customer and does not apply to renewal payments or to further purchases after your first subscription.
4. Annual plans
For annual plans, in addition to the 14-day guarantee above, you may request a refund within 30 days of the annual payment. Refunds requested after 30 days are not available; however, your access remains until the end of the paid 365-day period.
5. Cancellation
Because subscriptions do not renew automatically, there is nothing to cancel to avoid future charges — simply do not pay for the next period. You may stop using the Service at any time.
If you choose not to renew, your account keeps full access until the end of the current paid period, after which it moves to the free plan (or is suspended). We do not provide partial refunds for the unused portion of a period, except as described in Sections 3 and 4.
6. Non-refundable amounts
The following are non-refundable:
- Monthly payments after the 14-day money-back window ends
- Annual payments after the 30-day window ends
- Renewal payments (any payment for a period after your first)
- Accounts terminated for breaching our Terms of Service (e.g. fraud or abuse)
7. How to request a refund
To request a refund, email hello@convertlab360.com from the email address associated with your account, and include:
- Your account email
- The payment date and approximate amount
- The reason for the request (optional for the 14-day guarantee)
We will acknowledge receipt and notify you of the outcome within 5 business days.
8. Processing and refund method
Approved refunds are made to the original payment method used for the purchase (the card charged via Creem or MonoPay). We do not refund to a different card, account, or method.
Once approved, refunds are usually processed within 5–10 business days. The time for funds to appear on your statement depends on your bank or card issuer.
9. Chargebacks
If you believe a charge is mistaken, contact us first — we resolve eligible cases quickly. Filing a chargeback or payment dispute without contacting us may result in your account being suspended while the dispute is reviewed.
10. Changes to this policy
We may update this Refund Policy from time to time. When we do, we will update the "Last updated" date at the top of this page. The policy in effect at the time of a payment applies to that payment.
11. Contact
Questions about refunds or this policy? Contact us:
ConvertLab360
Email: hello@convertlab360.com
We aim to respond to all refund and billing requests within 5 business days.