Refund & Cancellation Policy

1. Purpose and application

This Refund & Cancellation Policy explains how cancellation, refunds, billing corrections and related requests are handled for Chance Lab Plus, a recurring paid subscription supplied by OCEANSKY ENTERPRISES PTY LTD (ABN 54 699 634 387), trading as Chance Lab.

It forms part of the Chance Lab subscription agreement and operates with the Terms of Use, Privacy Policy, Subscription & Billing Terms and the transaction-specific information accepted at checkout.

2. No free trial

Chance Lab Plus is a standard paid subscription without a free trial. Payment is due when the subscription begins. A reference to a preview, Free access or an earlier promotional concept does not create a trial or refund entitlement.

3. Cancelling Plus

You may cancel Plus through the subscription-management function in your Chance Lab Account or another cancellation method clearly identified by Chance Lab, which may include the Stripe Customer Portal.

Cancellation must be successfully processed before the next renewal charge is processed if you do not want the subscription to renew. When cancellation is successfully recorded, automatic renewal is disabled and we will display or provide confirmation of the cancellation and its effective date.

If you cannot access the available cancellation function, contact chancelabai@gmail.com before the renewal date and provide enough information to identify the account. Do not send complete payment-card details by email.

4. Effect of cancellation

Unless applicable law or an express written offer requires otherwise, cancellation takes effect at the end of the current paid Billing Period. You may ordinarily continue using Plus until that date, after which the Account returns to the access level then available without a paid subscription.

Cancelling does not retrospectively reverse charges already validly incurred and does not itself create a refund for an unused portion of the current monthly or annual Billing Period. There is no cancellation fee.

5. Change-of-mind requests

Chance Lab does not ordinarily provide refunds because you changed your mind, did not use Plus, forgot to cancel before renewal, no longer want the service, or selected a monthly or annual plan that you later decide is unsuitable.

This change-of-mind position does not limit any right or remedy that cannot lawfully be excluded.

6. Consumer guarantees and service problems

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

If Plus has a problem that amounts to a major failure under applicable consumer law, you may be entitled to cancel the service and receive an appropriate refund for the affected portion, subject to the law. If a problem is not major, Chance Lab may first have an opportunity to remedy it within a reasonable time. Other remedies may apply depending on the circumstances.

A temporary interruption, scheduled maintenance event, issue caused by your device or connection, misuse, or a third-party event outside Chance Lab’s reasonable control does not automatically establish a refund entitlement. Each request will be assessed on its facts and applicable law.

7. Duplicate, incorrect or unauthorised charges

Contact us promptly if you believe a charge was duplicated, calculated incorrectly or not authorised by you. We may request reasonable information needed to identify the Account, subscription and transaction, and may review relevant Chance Lab and Stripe records.

If we confirm that Chance Lab or its payment process caused a duplicate or incorrect charge, we will correct it and provide any refund required by law. Suspected unauthorised use may also need to be reported to your payment provider.

8. How to request a refund or billing correction

Send the request to chancelabai@gmail.com with the subject “Refund Request” or “Billing Correction”. Include the email address associated with the Account, the transaction date and amount, and a concise explanation of the reason for the request. Do not send a complete card number or card security code.

We may ask for proof of purchase and information reasonably necessary to verify identity, authority and the circumstances of the request. A request does not guarantee a refund; eligibility is determined under this Policy, the accepted transaction terms and applicable law.

9. Review and decision

We will acknowledge and assess a request within a reasonable period, taking account of the nature and complexity of the matter. We may check subscription status, access records, cancellation confirmation, payment status and communications relevant to the request.

We will communicate the outcome and, where a refund is approved, the approved amount and processing method. Nothing in this section limits a legal time requirement that applies to the request.

10. Refund method and processing time

Approved refunds will ordinarily be returned through Stripe to the original payment method. Chance Lab does not provide cash refunds or send refunds to an unrelated account.

After Chance Lab initiates a refund, the time for funds to appear depends on Stripe, the card network and your financial institution. We will provide available confirmation, but we cannot control a financial institution’s posting time.

11. Chargebacks and payment disputes

Before starting a chargeback, you may contact us so that we can investigate and, where appropriate, correct the issue. This does not prevent you from exercising a right available through your bank, card issuer or applicable law.

Where a charge is disputed, Chance Lab may provide Stripe or the relevant financial institution with transaction, subscription, access and communication records reasonably necessary to respond to the dispute, in accordance with the Privacy Policy.

12. Account deletion is separate

An account-deletion request does not itself cancel an active Plus subscription or reverse a subscription charge. You should cancel Plus through the identified cancellation method and confirm its effective date before requesting deletion.

Chance Lab may require an active subscription to be resolved before deletion is completed and may retain billing, refund and dispute records where required or authorised by law.

13. Promotions and exceptional written offers

If Chance Lab makes a specific written promotional or goodwill offer that expressly provides a different cancellation or refund outcome, that offer applies only on its stated terms. No informal statement or historical screen overrides the checkout terms or this Policy unless confirmed by an authorised Chance Lab representative in writing.

14. Changes to this Policy

We may update this Policy to reflect changes in legal requirements, payment processing, subscription features, or our operational arrangements. The updated Policy will be published on this page with its effective date. Where reasonably practicable, we will provide advance notice of changes that may have a materially adverse effect on existing paid subscriptions.

A change will not retrospectively remove an accrued non-excludable right or create a charge without a lawful basis. Where practicable, reasonable notice will be given of a material change likely to adversely affect an existing paid subscription.

15. Governing law and contact

This Policy is governed by the laws of Victoria, Australia. Mandatory consumer rights available to you remain unaffected.

Refund, cancellation and billing questions may be sent to chancelabai@gmail.com. Contact details: OCEANSKY ENTERPRISES PTY LTD, ABN 54 699 634 387, 21 Anthony Drive, Mount Waverley VIC 3149, Australia, www.chancelab.ai.