Refund Policy

At EmpathyLabs.ai, we strive to provide high-quality services and ensure customer satisfaction. Refunds may be considered under the following circumstances:

• Service not delivered as specified in the service agreement
• Technical issues that prevent service delivery and cannot be resolved
• Cancellation within 48 hours of service initiation (before significant work begins)
• Mutual agreement between both parties

The following services and situations are generally not eligible for refunds:

• Services that have been completed and delivered as agreed
• Custom development work that has progressed beyond the initial planning phase
• Third-party costs or expenses already incurred (hosting, domain registration, etc.)
• Services cancelled after 48 hours from initiation
• Refunds requested due to change of mind or business requirements
• Services where the client has provided incomplete or incorrect information

To request a refund, please follow these steps:

1. Contact us: Send an email to mat@empathylabs.ai with the subject "Refund Request"
2. Provide details: Include your project details, reason for refund, and any supporting documentation
3. Review period: We will review your request within 5-7 business days
4. Decision notification: You will receive a written response regarding the refund decision
5. Processing: If approved, refunds will be processed within 10-14 business days

The refund amount will be calculated as follows:

• Full refund: For cancellations within 48 hours or undelivered services
• Partial refund: For partially completed work, minus work completed and third-party costs
• No refund: For completed services or work beyond the planning phase

Any third-party costs, expenses, or fees already incurred will be deducted from the refund amount.

Refunds will be processed using the same payment method used for the original transaction. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

Processing times may vary depending on your payment provider:

• Credit/Debit Cards: 5-10 business days
• Bank Transfers: 3-7 business days
• PayPal: 3-5 business days
• Other payment methods: 7-14 business days

If you disagree with our refund decision, you may:

• Request a detailed explanation of the decision
• Provide additional documentation or evidence
• Request a second review by our management team
• Seek mediation or arbitration as outlined in our Terms of Service

If you initiate a chargeback or payment dispute with your bank or payment provider, we will:

• Provide all relevant documentation to the payment processor
• Cooperate fully with the dispute resolution process
• Respect the final decision of the payment processor
• Not process additional refunds if a chargeback is successful

Note: Initiating a chargeback without first contacting us may result in the termination of our business relationship.

In some cases, instead of a monetary refund, we may offer:

• Service credits for future work
• Additional services at no extra cost
• Extended support or maintenance periods
• Other mutually agreed-upon compensation

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of our services after changes constitutes acceptance of the updated policy.

For refund requests or questions about this policy, please contact us at:

Please include your project details, payment information, and reason for the refund request to expedite processing.