Refund Policy

Overview

Beelab products are sold through a Merchant of Record (Lemon Squeezy or Polar.sh). The MoR collects the payment and is the legal seller for tax purposes; Beelab fulfils the order. Refund requests are processed by Beelab and refunded by the MoR back to the original payment method.

• Software install download: 14-day money-back, on request.
• Custom-configured hardware: case-by-case before shipment; restocking applies after.
• Services: full refund before work starts; pro-rated by hours after.

1. Software install download

You can request a full refund within 14 calendar days of the original purchase, no questions asked, by emailing [email protected] with your order ID.

On refund, your access to private buyer-only Discord channels, private update feeds, and the software download is revoked. You must delete local copies of the files. Continuing to use the Software after a refund is a breach of the FSL license at /license.

2. Custom-configured hardware before shipment

Beelab hardware is custom-configured per order (specific CPU, RAM, NVMe layout, RAID set-up, network cards, BIOS settings, BeelabOS flashed). Refund treatment depends on how far the build has progressed:

• Order placed, build not started: full refund minus the payment-processor fee actually charged by the MoR (typically 2.9% + a fixed cents fee). The fee amount is shown on the refund confirmation.
• Parts ordered, build not started: full refund minus the non-recoverable portion of any non-cancellable components (e.g. semi-custom NVMe drives), minus the payment-processor fee. Itemised on the refund confirmation.
• Build started, not yet shipped:case-by-case. Typical outcome is a refund of the un-spent portion plus a documented hourly rate for hands-on time already invested (current rate $150/hr, capped at the order's total labour line item).

3. Hardware after shipment

• Defective on arrival (DOA) or damaged in transit: email within 7 days of delivery with photos. Beelab covers replacement or full refund including return shipping.
• Change of mind, item unused: 14-day return window. Buyer pays return shipping and a 15% restocking fee on custom-configured units to cover re-imaging, re-test, and re-listing.
• Used or modified: not eligible for refund. Warranty repair is still available under section 4 of the Terms.

4. Services (Beelab Pro install, RAG, migrations)

• Before kickoff: full refund minus the payment-processor fee. Kickoff is the first scheduled call or written go-ahead.
• After kickoff: pro-rated. You pay for hours actually worked at the documented hourly rate for the engagement, invoiced against an itemised time log. The unused balance is refunded.
• Discovery / scoping calls under $300: not refundable once held; they are billed for time-on-call.

5. EU 14-day cooling-off

If you live in the European Union, EU Directive 2011/83/EU (Consumer Rights Directive) gives you the right to withdraw from a distance contract within 14 days of delivery (for goods) or conclusion of the contract (for digital content and services), with no reason required.

For digital downloads, by clicking through the “deliver immediately and waive my withdrawal right” checkbox at checkout you knowingly waive the cooling-off period for that download (CRD Art. 16(m)). If the checkbox is not present, the 14-day right applies in full and the policy in section 1 above is the same or more generous than the statutory minimum.

To exercise this right, email [email protected] with your order ID and a clear statement of withdrawal. The 14 days run from the day after delivery.

6. How refunds are processed

Approved refunds are issued by the Merchant of Record (Lemon Squeezy or Polar.sh) to the original payment method within 5-10 business days. Card networks may take an additional 1-2 statement cycles to surface the credit. Currency conversion losses on international cards are not refunded.

7. Chargebacks

If something is wrong, please email [email protected] before opening a chargeback. Most disputes are resolved within one business day. Chargebacks initiated without first asking for a refund cost the small business meaningful time and money. Your legal right to chargeback your card is preserved; the policy here is a request, not a waiver.

8. Exclusions

• Promotional or discounted bundles bought below cost are non-refundable after 14 days.
• The software install download stays refundable for 14 days per section 1; the EU cooling-off carve-out in section 5 still applies to EU consumers.
• Third-party hardware purchased alongside Beelab (e.g. USB drives, cables sourced and re-shipped) follows the original manufacturer's return policy, not this policy.

9. How to request a refund

1. Email [email protected] from the order email address.
2. Subject: Refund - <order ID>.
3. Include the product name, what isn't working, and any screenshots or photos.
4. I respond within 1 business day with either a refund link from the MoR or a fix.