Refund & Cancellation Policy

Cancel anytime, you keep access until the end of the period you paid for. Credits you have already spent on generation are not refundable (the compute is spent the moment a design is generated). Credits held for a job that fails are automatically returned to your balance. The per-sale success fee only applies to sales you actually make, and it is reversed automatically if a sale is refunded. If something on our side went wrong, email us and we will make it right.

MerchLab subscriptions bill monthly through Stripe. You can cancel self-serve at any time from Billing → Manage billing (the Stripe customer portal):

• Cancellation takes effect at the end of the current billing period, no early cutoff, no cancellation fee.
• You keep your plan features and remaining credits until the period ends.
• We do not issue partial-month refunds for time you chose not to use, but see section 6 for exceptions.

Credits are the unit of generation spend:

• Spent credits are final. A credit is consumed when a design generation actually runs; that compute cost is incurred immediately and cannot be refunded.
• Failed jobs auto-refund. Credits are only held when a batch starts and committed per successful design, if a design or batch fails, its held credits are automatically released back to your balance. You never pay for output you didn't get.
• Monthly plan credits expire at the end of each billing period (they are part of the subscription price, not a purchased asset).
• Credits have no cash value and cannot be transferred or exchanged for money, except where a refund is required by law.

On top of your plan, MerchLab charges a per-sale success fee, a percentage of each sale you make through a connected store (5% on Starter and Maker, 3% on Pro, 0% on Studio). The current rate for your plan is always shown in Billing.

• It only applies to confirmed sales, no sale, no fee.
• It is calculated on the item sale price, excluding shipping and tax.
• If a sale is refunded or cancelled, the fee is reversed automatically, you are never charged the percentage on money you did not keep.
• Accrued fees are added to the same monthly Stripe invoice as your plan, so you are charged once per period, not twice.

To request a refund, email support@merchlab.app from your account email with your receipt or invoice number. We respond within 2 business days. Approved refunds go back to your original payment method via Stripe, typically within 5–10 business days depending on your bank.

We will refund, at minimum:

• Duplicate or erroneous charges, always, in full.
• A billing period in which a MerchLab outage or defect on our side prevented you from using the service in any meaningful way.
• First subscription payment within 14 days if you have not spent any credits in that period (and, for EU/UK consumers, as required by statutory cooling-off rules, note that by generating designs you request immediate performance of a digital service, which is where the statutory right to withdraw ends).

We may decline refunds for periods with substantial usage, or where the request follows a violation of our Terms of Service.

MerchLab never touches your customers' money. Products you publish are sold by you, on your marketplace (Etsy, eBay, etc.), and produced by Printify from your own Printify account. Refunds, returns, and disputes for physical products are between you, your buyer, your marketplace, and Printify. MerchLab is not part of that transaction and cannot refund it.

Please contact us before opening a chargeback, nearly every issue is faster to fix over email. Accounts with chargebacks on legitimate, delivered service may be suspended while we investigate.