Refund Policy

We want you to feel confident buying from Black Sail Labs. This Refund Policy explains when refunds are and aren’t available across our free preview, one-time setup fees, monthly and annual subscriptions and add-ons. It forms part of our Terms of Service and should be read together with them.

1. Overview

Because our services combine done-for-you work (which involves our time and effort from the outset) with ongoing subscriptions, different rules apply to different types of charge. In summary:

• The free preview is always free — there is nothing to refund.
• One-time setup fees are refundable only before work begins; once we start work, they are non-refundable.
• Monthly subscriptions can be cancelled at any time to stop future renewals; the current paid period is non-refundable and is not pro-rated.
• Annual plans have a good-faith 14-day refund window from purchase (less any setup work performed).
• Billing errors and duplicate charges are always put right.

Nothing in this policy limits any mandatory statutory rights you may have (see Section 11).

2. The free preview

Our free website preview is provided at no cost and with no obligation. You are not charged for a preview, so no refund is applicable. You only pay if you choose to proceed with a paid Plan after seeing your preview.

3. One-time setup fees

Setup fees cover the initial design, build and configuration work for your website and digital presence. Because this work consumes our time from the moment it starts:

• Before work begins: if you change your mind before we have started your setup work, the setup fee is fully refundable.
• Once work has begun: the setup fee is non-refundable, as the work reflects time and effort already committed to your project. This applies whether or not the site has gone live.

“Work has begun” means we have started designing, building, writing content for, or configuring your project after your purchase. If you are unsure whether work has started, contact us and we’ll tell you.

4. Monthly subscriptions

Monthly Plans renew automatically each month until cancelled. You can cancel at any time by contacting us at [email protected] or through any self-service option provided via Paddle.

• Cancellation stops future renewals. You will not be charged again after your current period ends.
• Cancellation takes effect at the end of the current paid billing period, and you keep access until then.
• The current period’s fee is non-refundable and is not pro-rated for partial use, regardless of when in the month you cancel.

5. Annual plans

If you purchase an annual (yearly) Plan, you benefit from a good-faith refund window:

• You may request a refund of the annual fee within fourteen (14) days of the purchase date, less the reasonable value of any setup work already performed and any third-party costs already incurred on your behalf (such as a domain registration).
• After the 14-day window, the annual fee is non-refundable. You may still cancel at any time to stop the plan from renewing at the end of the current annual term; access continues until the end of the paid term.

6. Add-ons

Add-ons follow the same logic as the charge type they represent:

• Recurring add-ons (billed monthly or annually) follow the monthly or annual subscription rules above — cancel any time to stop future renewals; the current period is non-refundable and not pro-rated (annual add-ons carry the same 14-day window).
• One-time add-ons (for example, a logo & brand kit or one-off setup) follow the setup-fee rule — refundable before work begins, non-refundable once work has begun.

7. Billing errors & duplicate charges

If you have been charged in error, charged more than once for the same purchase, or charged after a valid and timely cancellation, we will arrange a full refund of the incorrect amount. Please contact us promptly with your order details so we can verify and correct it with Paddle.

8. How to request a refund

To request a refund or ask a question about a charge:

1. Email us at [email protected] with the email address used to purchase, the approximate date of the charge, and your order or receipt reference; or
2. Use the contact or receipt link provided by Paddle (for example, in your purchase-confirmation email) to request assistance directly.

As Paddle is the Merchant of Record, approved refunds are issued by Paddle. We may coordinate with Paddle to authorise and process your refund.

9. Refund timeframes & method

We aim to review refund requests promptly, typically within a few business days. Once a refund is approved, Paddle processes it back to your original payment method. The time for the refund to appear on your statement depends on your bank or card provider and is usually within 5–10 business days, though it can vary. Refunds are made in the original currency of the transaction; any currency-conversion differences applied by your bank are outside our control.

10. Chargebacks

If you have a concern about a charge, please contact us first — we can almost always resolve it quickly. Initiating a chargeback or payment dispute with your bank before contacting us can be slower for you and may lead us to suspend or terminate your services while the dispute is investigated. We reserve the right to contest chargebacks that we believe are made in error or in breach of these terms, including by providing Paddle and the card networks with records of the services provided.

11. Your statutory consumer rights

Nothing in this Refund Policy limits or excludes any mandatory statutory rights you may have under the laws that apply to you, which cannot be waived by agreement. For example, consumers in the European Union and the United Kingdom may have a statutory “cooling-off” / right-of-withdrawal period for certain purchases. Where such rights apply, they are honoured by Paddle as Merchant of Record and take precedence over the general rules above. Please note that where you request, and expressly consent to, the immediate start of a service, statutory withdrawal rights may be reduced to reflect the service already provided, to the extent permitted by law.

12. Contact us