Refund Policy

This policy explains when and how you can request a refund for a UPLABEL subscription or credit pack. Payments and refunds are processed by our Merchant of Record, Paddle.com Market Ltd. ("Paddle"). Refunds are returned to the original payment method through Paddle.

1. Subscriptions — 14 day money back

• You can request a full refund of a subscription payment within 14 days of that charge, provided you have not generated any rendered videos during the billing period covered by that charge.
• If you have generated one or more rendered videos in that billing period, the subscription payment is considered used and is non-refundable, except where required by applicable consumer-protection law.
• You can cancel a subscription at any time from your billing settings. Cancellation takes effect at the end of the current billing period; you keep access through that period and are not charged again.

2. Credit packs — 14 day money back on unused packs

• Credit packs (one-time purchases) can be refunded in full within 14 days of purchase if no credits from that pack have been used.
• Once one or more credits from a pack have been consumed (a render was generated or an AI avatar minute was used), that pack is considered used and is non-refundable.
• Credits do not expire.

3. What counts as "used"

A render counts as generated (and therefore consumed) once the render job has been submitted to our video generation provider and the resulting file has been made available in your account, whether or not you downloaded it. Renders that fail on our side and cannot be recovered do not count and are automatically refunded in credits.

4. Statutory rights (EU / UK)

If you are a consumer in the European Union or United Kingdom, you have a statutory 14-day right of withdrawal from the date of your first purchase. By starting to use the Service (for example, generating a render) during the withdrawal period, you expressly consent to immediate performance and acknowledge that you lose the right of withdrawal for content already delivered. Nothing in this policy limits your mandatory statutory rights.

5. How to request a refund

Email support@uplabel.io from the address on your UPLABEL account. Include the Paddle receipt or order ID (from the email Paddle sent you at purchase) and a short reason. We respond within 3 business days and, when approved, Paddle issues the refund to your original payment method within 5–10 business days.

6. Chargebacks

Please contact us before filing a chargeback with your card issuer — we can almost always resolve issues faster directly. Chargebacks filed without first contacting support may result in the associated account being suspended pending resolution.

7. Contact

Billing questions: support@uplabel.io. Operator: Srur Strategic Solutions (H.S.) Ltd, Company No. 514665926, Shoham 16, Tel Aviv, Israel 6935923.