Refund & Cancellation Policy — LabsFive for Doctors

1. Overview

This policy governs subscriptions and credit purchases made through the LabsFive for Doctors portal (app.labsfive.com), and is incorporated by reference into our Terms of Service. It is a separate policy from the one that governs LabsFive's direct-to-consumer service at LabsFive.com, because the two products bill differently — this one is subscription- and credit-based, not a single per-report purchase.

What we commit to is this: if a report fails to generate because of an error on our end, you get the credit back automatically, with no request needed. Beyond that automatic case, this page tells you exactly what is and isn't refundable, so there are no surprises.

2. Free Credits

Every new account receives a fixed number of free credits at signup, at no cost. Because no payment was made for them, free credits are not eligible for any refund — there is nothing to refund. They also do not expire on a fixed schedule and do not renew; once used, they are used.

3. Subscription Cancellation

You may cancel your subscription at any time from your dashboard's billing management screen, with no cancellation fee. When you cancel:

• You retain access to your plan and its features through the end of the billing period you already paid for.
• You will not be charged again after that period ends.
• We do not provide prorated refunds for the unused portion of a billing period you choose to cancel partway through — this mirrors standard practice for monthly subscription software generally, and reflects that the credits for that cycle were already made available to you in full at the start of it.
• Credits already granted for the current cycle remain usable through the end of that cycle, even after you've canceled future renewal.

4. When Credits Are Refunded

Outside these defined circumstances, refund requests for subscription charges or credit purchases are evaluated case by case at LabsFive's sole discretion.

5. How to Request a Refund

For anything outside the automatic case in Section 4, email support@labsfive.com with the subject line "Billing Request — [your account email]." Include:

• The email address on your account
• The date of the charge in question
• A clear description of the issue

We aim to respond within 2 business days. Approved refunds are returned to your original payment method; processing time after that depends on your bank or card issuer, typically 3–10 business days.

6. Chargebacks and Disputes

If you believe you were charged in error, please contact us before initiating a chargeback with your bank or card issuer — we resolve billing issues faster than a bank dispute process typically does, and a chargeback initiated without contacting us first delays resolution for everyone, including you. If a chargeback is found to be unjustified against this published policy, LabsFive reserves the right to decline future service to that account.

7. Contact Us

LabsFive Support
Email: support@labsfive.com
Response time: within 2 business days