Clear steps for cancellations and refund requests.

1. Scope and Merchant of Record

This policy applies to Homeowner one-time purchases and Professional subscription charges for House Color Lab, a service provided by 3-102-078149 Sociedad de Responsabilidad Limitada, cédula jurídica 3-102-078149, operating as Kenigsvain Digital Solutions in Costa Rica. Paddle is our authorized reseller and Merchant of Record, so your purchase is made from Paddle and Paddle issues any approved refund to the original payment method.

This policy supplements the Paddle terms presented during checkout. It does not limit refund, cancellation, withdrawal, warranty, or other consumer rights that cannot be waived under the law that applies to you. Where a mandatory rule provides greater rights, that rule controls.

2. General refund rule

Because House Color Lab provides immediate access to a digital service, completed purchases are generally final and non-refundable except where required by law or where a request qualifies under this policy. We assess eligible requests fairly based on the transaction, service access, technical evidence, and applicable consumer law.

Request review as soon as possible and preferably within 14 calendar days of the charge. The 14-day request window is not an unconditional money-back guarantee and does not shorten any longer period or mandatory right provided by law.

Where Costa Rica’s statutory right of withdrawal applies to an electronic transaction, a consumer may exercise it within the legally prescribed eight-day period without liability. The request may be made through the same electronic channel used for the transaction or through the support channels below, and any required reimbursement will be returned through the applicable payment channel. Paddle will process the refund as Merchant of Record.

3. When a refund may be approved

• A duplicate charge or an incorrect amount caused by a billing error.
• An unauthorized transaction, after appropriate identity and fraud review.
• A material technical defect prevents use of the purchased service and we cannot provide a reasonable fix or workaround within a reasonable time.
• The purchased plan or access was materially different from what checkout described.
• A refund, cancellation, withdrawal, or statutory remedy is required by applicable law.
• Another exceptional circumstance that House Color Lab and Paddle determine warrants a full or partial refund.

4. Situations that normally do not qualify

These examples are not used to deny a non-waivable legal right. We may request reasonable information to understand and resolve the issue.

• A change of mind after substantial use of the service, except where a mandatory cooling-off or withdrawal right applies.
• Dissatisfaction caused by expected differences between a screen visualization and physical paint, which are explained before purchase and in the Terms of Service.
• Loss of a project stored in browser-local storage when the paid service itself remained available.
• Failure to cancel a subscription before renewal when the renewal was correctly disclosed, except where law requires a different result or there are exceptional circumstances.
• Inability to use the service because the account was suspended for fraud, abuse, unlawful use, or a material breach of the Terms of Service.

5. Subscription cancellation is not a refund

You may cancel a Professional subscription through the Paddle-hosted customer portal available in Account settings. Cancellation stops the next renewal and normally leaves access active until the end of the period already paid for. It does not automatically refund the current period or a completed renewal.

If you believe a renewal was incorrect or qualifies for a refund, make a separate refund request using the process below. Do not rely on deleting your House Color Lab account to cancel a charge; use the customer portal or contact support.

6. How to request a refund

Start with Paddle's buyer support at paddle.net, or email support@housecolorlab.com so we can investigate and coordinate with Paddle. Include the account email, purchase date, Paddle receipt or transaction number, the reason for the request, and any useful error details. Never send a password, full card number, or card security code.

We may ask for additional information to verify the purchaser, diagnose a service issue, prevent fraud, or determine the applicable legal requirements. House Color Lab does not issue funds directly; after approval, Paddle processes the refund.

7. Refund method and timing

Approved refunds are normally returned by Paddle to the original payment method and in the original transaction currency. Financial institutions and payment methods control when the credit becomes visible. Paddle advises that card refunds commonly take several working days, while some other methods may be faster or slower.

Paddle may issue a full or partial refund depending on the circumstances and legal requirements. Currency conversion, exchange-rate changes, or fees imposed by your financial institution are outside House Color Lab’s control.

8. Effect of a refund on access

A full refund may end the corresponding paid access when the refund is approved or processed. A partial refund may result in adjusted access where appropriate. Browser-local projects are not automatically erased, but paid editing or export features may no longer be available. Download any project backups you are entitled to retain before access ends.

9. Chargebacks and billing disputes

Please contact Paddle or House Color Lab before filing a chargeback so we have an opportunity to correct a billing or service issue. A chargeback does not expand or waive rights under this policy or applicable law. We may suspend access associated with a reversed payment while a dispute is investigated.

10. Policy changes and contact

We may update this policy prospectively as the service, Paddle procedures, or law changes. The policy in effect when you purchased will continue to govern that transaction unless a later version gives you greater rights or applicable law requires otherwise.

Questions about this policy can be sent to support@housecolorlab.com. See our Terms of Service and Privacy Policy for the other terms that apply to House Color Lab.