Last updated: August 23, 2026
This policy applies to CapacityLab monthly plans (Starter, Team, Scale) and to the Run charges paid from a plan's included budget. It is part of the Terms of Service.
1. Cancelling a plan
You can cancel at any time, online, without contacting anyone: open Settings → Billing in the console, or use the billing portal link in any receipt from our merchant of record. Cancellation takes effect at the end of the billing period already paid for: you keep access and the remaining included budget until then, and no further charge is made. Cancelling does not delete your account or your Runs; closing the account is a separate action under Settings → Access & lifecycle.
2. Refund of a plan charge
- First charge. If you subscribe and change your mind, ask within 14 days of the first charge and we refund it in full, provided no Run with verified traffic was confirmed in that period. If Runs were confirmed, we refund the charge less the price of those Runs.
- Renewals. A renewal charge is refundable within 7 days of the charge date if no Run was confirmed in the new period. Otherwise renewals are not refunded; cancel before the renewal date to avoid the next charge.
- Duplicate, accidental or unauthorized charges are refunded in full once we have confirmed the transaction. Contact us promptly; we may ask for details needed to locate it and protect the account.
3. Run charges
Each LaunchPlan shows its exact dollar price before you confirm it, and confirming deducts that price from the month's included budget. A Run with verified test traffic is not refunded, including when it is stopped early or its Decision is not attained or inconclusive. If the platform cannot verify that any test traffic started — or cannot tell either way — it automatically returns the Run's price to the included budget of the same account. Creating or reviewing a Methodology, TestGoal or LaunchPlan costs nothing.
4. Included budget
Included budget is part of the plan for the month, not money: it is not paid out, does not roll over to the next period, and is not transferable between accounts.
5. How refunds are paid
Approved refunds go back to the original payment method through our merchant of record, Polar Software, Inc., usually within 5–10 business days depending on your bank. Taxes charged at checkout are refunded with the charge.
6. Statutory rights
Nothing here limits rights you have under consumer-protection law where you live. Where the law gives you a longer withdrawal period, the law applies.
7. How to ask
Email support@capacitylab.dev from the account's email address with the date and the order or receipt reference. Do not send card details.