Last updated: October 6, 2026
This policy covers charges to the credit balance and forms part of the Terms of Service.
1. Current beta
Sales are closed; there are no subscriptions, automatic renewals or monthly charges. Account closure is a separate action in account settings.
2. Payment questions
- First charge. If you purchase credits 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.
- 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. Load Run charges
Each Load Run shows its exact dollar price before you confirm it, and confirming deducts that price from your account's balance. Refunds below are automatic: they are credited back to the same account when the Load Run's Result is published, and each Load Run is refunded at most once.
- CapacityLab caused the failure. If the load generators fail to start, a CapacityLab deployment interrupts the run, or the result cannot be analysed, the full price is returned. If the load generators fail during the run or measurements are lost, the full price is returned when the Load Run therefore ends without a verdict. When we leave the affected seconds out of the measurement and the verdict still stands, you keep that Result and nothing is refunded for them.
- A stop condition ended the run early. If a stop condition you set (for example, latency or errors above a limit) ends the Load Run before its planned end and no full refund applies, the unused traffic is returned: the minutes and request blocks of the price that had not started when it stopped. The one-dollar launch fee is kept.
- Otherwise the price is not refunded, including when you stop the Load Run yourself, when your application ends it, or when its Objective is not attained or the result is inconclusive.
Creating or reviewing a Workload, an Objective or a Load Spec costs nothing.
4. Credit balance
Credits do not expire and cannot be transferred between accounts. An automatic test-price refund credits the same balance; it does not send money to a card.
5. How refunds are paid
Approved monetary refunds are reviewed manually and 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.