1. Merchant of record
Payments for MC Lab credit packs are processed by Paddle, which acts as merchant of record. Paddle issues the transaction receipt and handles eligible payment refunds. This policy supplements, and does not limit, mandatory consumer rights or Paddle’s applicable Refund Policy.
2. Incomplete diagnostic
The credits required for a diagnostic are shown before it starts and are consumed only after the complete workflow finishes. If the task stops before completion because of an MC Lab system failure or an upstream model, search or infrastructure failure, its reserved credits are returned to your MC Lab account ledger automatically. This return is not a monetary refund because the credits remain available for another diagnostic.
3. Defective or inaccessible service
If a persistent technical defect prevents you from accessing purchased credits or receiving the deliverable as described, contact hello@mclab.party with your Paddle transaction ID and a description of the problem. We will investigate and, where appropriate, restore access, rerun the affected diagnostic or support an eligible full or partial refund through Paddle.
4. Completed diagnostics
A completed diagnostic records a time-specific observation under stated conditions. A product not being retrieved, shortlisted, compared or recommended is a valid diagnostic result and is not by itself a technical defect. Because AI and search results change, disagreement with the observation or a later change in results does not automatically make a completed diagnostic refundable.
5. Requesting a payment refund
Use the “View receipt” or buyer-support link in your Paddle transaction email, visit paddle.net, or contact us at hello@mclab.party. Include the email used at checkout, Paddle transaction ID, purchase date and reason for the request. Eligibility and timing are assessed under Paddle’s policy and applicable law. Approved refunds are returned through the original payment method where possible.
6. Effect of a refund
When a full or partial monetary refund is issued, the corresponding unused paid and bonus credits may be removed or adjusted. We may also restrict access where there is evidence of fraud, chargeback abuse or manipulation, subject to applicable law.