Billing, Refunds & Cancellations

1.Scope

This policy applies to all paid plans for software products supplied by 20th Labs Ltd. It forms part of our Terms of Service. Where we have signed a separate written agreement with you, that agreement takes precedence.

2.Plans and pricing

Our products are sold on recurring subscription plans, usage-based plans, or a combination of the two. The plan you choose, its price, its billing period and any included usage limits are shown at the time of purchase and in your account.

All prices are exclusive of VAT and any other applicable taxes unless we say otherwise.

3.Billing cycle and renewal

Subscription fees are billed in advance at the start of each billing period — monthly or annually, depending on the plan you choose.

• Your subscription renews automatically at the end of each period until you cancel.
• We take payment using the card on file on the renewal date. Your billing date is the anniversary of the date you subscribed.
• Usage-based charges above any included allowance are billed in arrears, based on the usage our systems record.
• If you upgrade mid-period, we charge the difference on a pro-rata basis. Downgrades take effect at the start of the next billing period.

4.Payment method and currency

Payments are taken by card and processed by a regulated third-party payment provider. Your card details are collected and stored by that provider — we do not receive or store your full card number.

The currency for each plan is shown at checkout. Unless stated otherwise, charges are made in pounds sterling (GBP). If your card is denominated in another currency, your bank may apply its own conversion rate and fees, which are outside our control.

5.Taxes and VAT

You are responsible for any taxes that apply to your purchase, other than taxes on our income. Where VAT or another sales tax applies, it is shown at checkout and on your invoice. If we are required to charge VAT, our VAT registration number will appear on invoices.

Business customers outside the United Kingdom may be responsible for accounting for tax under the reverse charge or their local equivalent. Please give us a valid VAT or tax registration number where one applies to you.

6.Invoices and receipts

We issue a receipt or invoice for each payment, sent to the billing email address on your account and available in your account settings. Please keep your billing details up to date.

7.Cancellation

You can cancel a subscription at any time from your account settings, or by emailing support@20thlabs.com from the address registered to the account.

• Cancellation takes effect at the end of your current billing period. You keep access to the product until then.
• We do not charge a cancellation fee, and no further payments are taken once the cancellation is processed.
• We do not provide partial refunds for the unused part of a billing period, except where section 8 applies.
• Any usage-based charges incurred before cancellation remain payable.

8.Refunds

Our services are supplied to businesses, and fees are generally non-refundable. We will, however, issue a refund where:

• we have billed you in error, charged you twice, or taken payment after a valid cancellation;
• a product is unavailable for a materially extended period through our fault and we cannot put it right; or
• a refund is required by law.

We may also give a refund or credit at our discretion in other circumstances. Refund requests should be sent to support@20thlabs.com within 30 days of the charge, quoting the invoice number. Approved refunds are returned to the original payment method, normally within 10 business days, though your bank may take longer to show them.

9.Failed payments

If a payment fails, we will retry it over the following days and email you so you can update your card details.

• If payment is still outstanding after 14 days, we may suspend access to the product.
• If it remains outstanding after 30 days, we may close the account and delete its data after a reasonable further period.
• You remain liable for fees that accrued before suspension, and we may recover reasonable costs of collection.

10.Chargebacks

If you think a charge is wrong, please contact us first — most billing issues are resolved quickly and directly.

Raising a chargeback or payment dispute with your bank without contacting us first may lead to your account being suspended or closed while the dispute is investigated. We keep records of accounts, usage and payments, and we will provide them to the payment provider or card scheme as evidence. Where a chargeback is resolved in our favour, we may recover the disputed amount and any fees charged to us before restoring access.

11.Price changes

We may change our prices. Any change to the price of your existing plan will be notified by email at least 30 days before it takes effect, and will apply from your next billing period.

If you do not want to continue at the new price, you can cancel before it takes effect as described in section 7. Continuing to use the product after that date means you accept the new price.

12.Contact

For any billing question, email support@20thlabs.com, or write to 20th Labs Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Please include your account email and the relevant invoice number.