Refund Policy

1. Scope and Merchant of Record

This Refund Policy applies to all paid subscriptions to the Sightlabs brand monitoring service (“Service”) purchased through the Sightlabs website. It supplements the Terms of Service, which governs the overall relationship between you and Sightlabs Inc. (“Sightlabs”, “we”, or “us”).

Billing for the Service is handled by Polar Software, Inc. (“Polar.sh”) acting as merchant of record. When you purchase a subscription, the legal counterparty for the transaction is Polar.sh. Refunds approved by Sightlabs are processed by Polar.sh and returned to the original payment method. Tax invoices are issued by Polar.sh in accordance with their buyer terms at polar.sh/legal/checkout-buyer-terms.

This policy covers subscriptions initiated on or after the effective date above. Earlier purchases are governed by the policy in effect at the time of purchase.

2. 14-Day Money-Back Guarantee (Monthly Subscriptions)

2.1 Eligibility

If you are a new subscriber on a monthly billing plan, you may request a full refund of your first payment within 14 calendar days of the initial charge date, no questions asked. This guarantee applies once per customer account and does not apply to renewals, plan upgrades, or accounts that have previously received a refund under this policy.

2.2 How to Claim

Email billing@sightlabs.app from the email address associated with your account, within 14 calendar days of your first charge. Include your account email and the approximate charge date. No additional documentation is required.

2.3 After the Guarantee Window

Monthly subscription fees that have passed the 14-day window are non-refundable. You may cancel at any time (see Section 6) to prevent future charges. Cancellation does not entitle you to a refund of the current period's fee.

3. Annual Subscription Refunds

3.1 Full Refund Within 14 Days

Annual subscribers may request a full refund within 14 calendar days of the initial annual charge under the same conditions as Section 2.1. Email billing@sightlabs.app within that window.

3.2 Prorated Refund (15 Days to 6 Months)

If you cancel an annual subscription after the 14-day full refund window but within the first 6 months of the annual term, you may request a prorated refund for the number of complete unused calendar months remaining in the annual period. Partial months are not refunded.

Example: you pay for a 12-month term and cancel at the start of month 4. You have 8 complete months unused. You receive a refund equal to 8/12 of the annual fee, minus any applicable transaction costs charged to Sightlabs by Polar.sh for the original transaction (typically 0, but disclosed if applicable).

3.3 After 6 Months

Annual fees are non-refundable after 6 months from the start of the annual term, except where required by applicable mandatory law (including EU/UK consumer rights described in Section 4).

3.4 Material Changes Exception

If Sightlabs materially changes the Terms of Service or this Refund Policy during your annual term and you object in writing within 30 days of the change notice, you may cancel and receive a prorated refund for unused complete months regardless of the 6-month limit above. See Section 9 of the Terms of Service.

4. EU/UK Statutory Cooling-Off Rights

4.1 Who This Applies To

If you are a natural person (not a business or entity) located in the European Union or the United Kingdom, and you are purchasing for personal non-commercial purposes, you have a statutory right of withdrawal under:

• EU Consumer Rights Directive 2011/83/EU (Article 9), as implemented in your member state; and
• UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Business customers (those purchasing for trade or professional purposes) are not covered by the Directive and are instead subject to Sections 2 and 3 above.

4.2 The 14-Day Right of Withdrawal

You have the right to withdraw from the contract within 14 calendar days of the date of purchase (the “cooling-off period”) without giving any reason. To exercise this right, you must notify us before the 14-day period expires by emailing billing@sightlabs.app with a clear statement of your decision to withdraw.

4.3 Waiver of Cooling-Off Right

Under Article 16(m) of Directive 2011/83/EU, the right of withdrawal does not apply to contracts for the supply of digital content not supplied on a tangible medium where performance has begun with the consumer's prior express consent and acknowledgment that the right of withdrawal is thereby lost.

At checkout, you will be presented with a clear statement and checkbox confirming that: (a) you request immediate access to the Service, and (b) you acknowledge that by requesting immediate access you lose your right of withdrawal once the Service has been fully performed. If you do not check this acknowledgment, the Service will not be activated until the cooling-off period has expired.

If you check the acknowledgment box and immediately access the Service, your statutory right of withdrawal is waived in accordance with Article 16(m). You remain entitled to the 14-day money-back guarantee under Section 2 or 3 of this policy as a contractual (not statutory) remedy.

4.4 Withdrawal Without Waiver

If you do not check the waiver acknowledgment and notify us of withdrawal within 14 days, we will reimburse all payments you have made without undue delay and no later than 14 calendar days after the day on which we receive your withdrawal notice. Refunds will be made to the original payment method used at purchase.

4.5 Non-Derogation

Nothing in this Refund Policy or in the Terms of Service is intended to limit or exclude any rights you hold under mandatory consumer protection law in your country of habitual residence that cannot be waived by contract. In the event of conflict between this policy and your applicable mandatory consumer law, the mandatory law prevails.

5. What Is Not Refundable

The following are not eligible for refunds under this policy, except where required by mandatory applicable law:

• Renewals and repeat charges. Monthly or annual charges after the initial subscription period are not covered by the money-back guarantee in Sections 2 or 3. Cancel before renewal to avoid the next charge.
• Accounts terminated for cause. Accounts terminated by Sightlabs for violation of the Acceptable Use Policy (Section 4 of the Terms), abuse, fraud, or chargebacks are not eligible for refunds.
• Accounts that already received a refund. The money-back guarantee applies once per customer. If your account has previously received a refund under Sections 2 or 3 of this policy, subsequent subscriptions are subject to the standard no-refund terms.
• Partial months. Prorated refunds under Section 3.2 cover complete unused calendar months only.
• Promotional or discounted pricing. Subscriptions purchased at a promotional rate, through a discount code, or as part of a free-trial conversion may be subject to modified refund terms stated at the time of promotion. If no modified terms are stated, this policy applies.

6. Cancellation vs. Refund

Cancellation and a refund are two separate actions. Understanding the difference helps avoid surprises:

• Cancellation stops future charges. You cancel through your account settings or by emailing billing@sightlabs.app. Access to the Service continues through the end of the current billing period, and no further charges are made.
• A refund returns money for charges already made. Requesting a refund does not automatically cancel your subscription; you should also cancel to prevent the next renewal charge.

We recommend cancelling first, then requesting a refund if you are within an eligible window. Cancellation alone does not trigger a refund.

7. How to Request a Refund

To request a refund, email billing@sightlabs.app from the email address associated with your account. Please include:

• Your account email address;
• The approximate date and amount of the charge you are disputing;
• A brief description of why you are requesting the refund (optional for requests within the 14-day guarantee window, required for prorated annual refunds and EU/UK withdrawal notices).

We will acknowledge your request within 2 business days and provide a decision within 5 business days of receiving all required information. If we need additional information, we will contact you at your account email.

Once a refund is approved, Sightlabs initiates the return via Polar.sh, who processes the payment back to your original payment method. See Section 8 for processing timelines.

8. Processing Time

After a refund is approved by Sightlabs and submitted to Polar.sh for processing:

• Polar.sh typically processes the return within 1 to 3 business days.
• Your bank or card network may take an additional 5 to 10 business days to post the credit to your account, depending on your financial institution.
• Total time from approval to credit appearing on your statement: typically 5 to 10 business days, but may be up to 14 business days in some jurisdictions or for some payment methods.

Refunds are returned to the original payment method used at purchase. We cannot redirect a refund to a different card, account, or payment method. If your original payment method is no longer valid, contact billing@sightlabs.app to discuss alternatives.

9. Chargebacks and Disputes

If you believe a charge is incorrect or unauthorised, please contact us at billing@sightlabs.app before initiating a chargeback with your bank or card issuer. We can resolve most billing issues faster than the formal chargeback process, which typically takes 30 to 90 days.

If you initiate a chargeback without first contacting us:

• Your account may be suspended while the dispute is under review.
• Sightlabs reserves the right to contest chargebacks that are not consistent with this Refund Policy or the Terms of Service.
• Accounts with a pattern of abusive chargebacks (chargebacks filed for charges that were valid and in accordance with the applicable subscription terms) may be permanently terminated and barred from future use of the Service.

Nothing in this section limits your right to dispute a genuinely unauthorised charge through your bank. If you did not authorise a charge, please notify us at billing@sightlabs.app immediately and then contact your bank.

10. Changes to This Policy

We may update this Refund Policy from time to time. For material changes, we will provide at least 30 days advance notice by email to your registered account address and via an in-product notification. The effective date at the top of this page will be updated on each revision.

Refund requests submitted before the effective date of any revision are evaluated under the policy that was in effect at the time of the original charge.

11. Contact

Change History