Runs
A run that fails on our side (a simulation we cannot start, a storage error, a fault in our software) costs nothing: the credits held for it come back automatically, and the run's page says so.
A run you stop is charged for the compute time its replicas used before you stopped it; the rest of its hold comes back.
A run that finishes is charged for the compute time it took, never more than the quote you approved. Results are predictions, so a finished run is not refunded because its results were not what you expected.
Unused credits you paid for
Within 30 days of a purchase you can have the credits it bought refunded, as far as they are still unused: we refund, at that purchase's price per credit, the smaller of the credits it bought and the credits available in your account. The money goes back to the card or account you paid with, never anywhere else, and the same credits leave your balance.
After 30 days purchased credits are not refunded, except as the law requires or if we close ConformerLab, but they stay usable while your account is open: credits do not expire.
How to ask, and how long it takes
Write to info@conformerlab.com from the email address your account uses, naming the purchase (its date, or the receipt from the app's billing page). We answer within 2 business days and make the refund through Lemon Squeezy, our reseller, which sold you the credits; your bank usually shows it within 5 to 10 business days.
Ask before you delete your account: deleting it removes the credits left in it, and a deleted account cannot be refunded.
What is not refunded
Credits given free, such as the planning assistant's monthly allowance, sign-up credits or credits awarded by our team, are not refunded: they are not money, and are never exchanged for it.
Credits already used are not refunded either, whether for compute time, model calls, report pages or storage.
Disputes with your bank
Please write to us before disputing a payment with your bank or card issuer: we can usually refund faster. Lemon Squeezy, as the seller of the credits, answers disputes about the payment under its buyer terms. If a payment is charged back, we may take back the credits it bought.
Your rights by law
This policy adds to the rights you have by law as a consumer, and does not take any of them away.