Refund Policy

This Refund Policy explains when and how you may be eligible for a refund of fees paid for the MOLOS LABS platform and its associated services (the "Service"). It applies to all subscription plans and forms part of, and should be read together with, our Terms of Service.

By subscribing to a paid plan, you acknowledge that you have read and agree to this Refund Policy. Nothing in this policy limits any non-waivable refund rights you may have under applicable consumer protection law.

MOLOS LABS offers a free tier with limited functionality and paid plans billed on a monthly or annual basis. Where a free trial is offered, it lets you evaluate the Service before any payment is taken.

No charge is made during an active free trial. We encourage you to use the free tier or trial period to confirm the Service meets your needs before committing to a paid plan.

Except as expressly described in this policy or as required by applicable law, all subscription fees are charged in advance and are non-refundable. We do not provide refunds or credits for partial billing periods, unused time, or features you did not use.

Cancelling your subscription stops future renewals but does not, by itself, trigger a refund of amounts already paid for the current billing period, except where a specific exception below applies.

As a goodwill commitment, first-time subscribers to a paid plan may request a full refund within fourteen (14) days of the initial charge if the Service does not meet their expectations.

• The guarantee applies only to your first paid subscription, not to renewals or plan upgrades.
• The request must be made within 14 days of the first payment date.
• Accounts found to be abusing this guarantee or violating our Terms of Service are not eligible.

To claim the guarantee, follow the steps in Section 8.

Outside the money-back guarantee, you may be eligible for a refund in the following circumstances:

• Duplicate charges: You were billed more than once for the same subscription period due to a technical or processing error.
• Billing errors: You were charged an incorrect amount, or charged after a timely and confirmed cancellation.
• Unauthorized charges: A charge was made without your authorization, subject to verification.
• Prolonged unavailability: A confirmed, sustained outage attributable to us that prevents you from using core features for an extended period, where we are unable to restore access within a reasonable time.

Approved refunds in these cases are typically issued on a prorated basis for the affected period, unless a full refund is required by law.

Annual plans are billed once per year in advance at a discounted rate. Outside the 14-day money-back guarantee, annual fees are non-refundable for the remainder of the term once the period has begun.

If you cancel an annual subscription, your plan remains active until the end of the paid term and will not renew. We do not provide prorated refunds for the unused portion of an annual term except where required by law.

The following are not eligible for a refund, except where required by applicable law:

• Fees for billing periods that have already started, beyond the 14-day guarantee window
• Charges for plan upgrades or add-ons after they have taken effect
• Usage-based or overage charges for resources already consumed (e.g., email sends, OCR scans)
• Accounts terminated by us for violations of the Terms of Service
• Third-party fees not collected by MOLOS LABS

To request a refund, email us at [email protected] from the email address associated with your account and include:

• Your account or company name
• The email address registered to the account
• The date and amount of the charge
• The reason for your refund request

Providing complete information helps us review and process your request more quickly. We may ask for additional details to verify your identity and the charge.

We aim to review refund requests within 5 business days of receipt. If your request is approved, the refund will be issued to the original payment method used for the purchase.

Once processed, refunds typically appear within 5–10 business days, depending on your payment provider or card issuer. We are not responsible for delays caused by third-party payment processors or banks.

You may cancel your subscription at any time from your account settings or by contacting us. Cancellation stops future automatic renewals; your plan remains active until the end of the current paid billing period.

Cancelling does not automatically generate a refund. Any eligible refund is governed by the sections above. You are responsible for exporting any data you wish to keep before your access ends.

If you believe a charge is incorrect, please contact us first so we can resolve the issue directly — this is usually faster than a formal dispute. Initiating a chargeback without first contacting us may result in suspension of your account while the dispute is investigated.

Where a chargeback is found to be invalid, we reserve the right to recover the disputed amount and any associated fees, and to restrict future access to the Service.

Nothing in this Refund Policy excludes, restricts, or modifies any consumer rights or guarantees that you are entitled to under applicable law and that cannot be waived. Where such law requires a refund, we will comply with that requirement.

We may update this Refund Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last updated" date. The policy in effect at the time of your purchase applies to that purchase.

If you have questions about this Refund Policy or a specific charge, please contact us at: