Billing & Refund Policy

This Billing & Refund Policy describes how subscriptions, one-time purchases and refunds work on the SENS Platform, including SensLab. It supplements the Terms of Service.

Billing

• Subscription plans are charged upfront for the selected term.
• One-time top-ups (balance) are charged immediately and credited to your account balance.
• Charges appear on your statement as a descriptor provided by the payment processor; descriptors may differ between providers and regions.
• Applicable taxes and processing fees are calculated at checkout where required by law.

Auto-renewal

Where a subscription is set to auto-renew, you may cancel renewal at any time from Profile → Payments. Cancellation takes effect at the end of the current billing period; access continues until that date.

Refund eligibility

• Subscriptions: refundable within 14 days of the initial purchase if the service was not substantially used. Renewals are not automatically refundable.
• Balance top-ups: refundable to the original payment method only if the credited balance has not been spent and the request is made within 14 days of the top-up.
• Promotional credit and bonuses: non-refundable and non-transferable.
• Chargebacks: initiating a chargeback without first contacting support may result in account suspension. We will provide payment processors with transaction records to dispute fraudulent chargebacks.

How to request a refund

Email [email protected] from the address associated with your account, including:

• your user ID or account email;
• the transaction date and amount;
• the reason for the refund request.

Approved refunds are returned to the original payment method within 5–10 business days, depending on the processor. You can also write through the contact form.

Exceptions

We may decline refund requests where there is evidence of fraud, abuse, terms violations, or where prohibited by applicable law or payment-scheme rules.