1. Payment provider
AstraiLab subscriptions are sold through the checkout shown on the pricing page. Creem acts as the merchant of record for those transactions and may appear as CREEM.IO on your payment statement. AstraiLab remains responsible for the service, customer support and applying the eligibility rules in this policy; Creem processes the payment, refund and chargeback operation.
The price, currency, taxes, billing interval, plan benefits and renewal terms shown at checkout apply to the order you place. This policy does not remove any refund, cancellation or other consumer right that cannot be waived under applicable law.
2. Cancellation
You can manage or cancel an active subscription from the AstraiLab account billing area through the Creem Customer Portal. Cancellation normally stops the next renewal while access and remaining plan entitlements continue through the current paid period. Deleting an AstraiLab account does not automatically cancel a subscription, so cancel the subscription separately.
Cancellation by itself does not create a prorated cash refund. If you also want a refund, submit a request under the rules below.
3. When a refund may be approved
Subject to applicable law and verification of the order, AstraiLab generally accepts a refund request made within 7 calendar days after the original charge for a new subscription or other paid product offered through the AstraiLab checkout.
- If no plan credits or paid generation capacity were used, we may approve a full refund.
- If credits or paid generation capacity were used, the refund may be reduced by the value of what was consumed.
- Duplicate charges, unauthorised charges, billing errors, materially failed service delivery and a paid generation that did not produce a usable result may be reviewed outside the ordinary 7-day window.
- We may decline repeated, abusive or misleading requests, while preserving mandatory consumer and payment rights.
4. Statutory consumer rights
Nothing in this policy limits a statutory guarantee, remedy or withdrawal right. If you are in the European Union, the United Kingdom or another jurisdiction with a mandatory cooling-off or digital-content rule, that rule applies to your purchase.
For digital services, a withdrawal right may be affected when delivery begins after your express request and any legally required acknowledgement. We will apply the law that governs your order and will not require you to give up a right that cannot legally be waived.
5. How to request a refund
Email support@astrailab.com from the account email used for the purchase. Use the subject “Refund request” and include:
- your AstraiLab account email;
- the Creem order or transaction ID;
- the charge date, product and amount; and
- a short explanation of the request.
Never send a full card number, security code, password or recovery code. We aim to acknowledge and respond to billing requests within 3 business days. We may ask for limited account or order details to verify the request.
6. Processing and timing
If approved, the refund is submitted through Creem to the original payment method unless the payment provider or law requires another method. Creem's processing and your bank's posting time usually mean the funds appear within 5–10 business days, but the actual time can vary by payment method, region and financial institution.
A refund may revoke unused credits, cancel an active renewal or adjust entitlements associated with the refunded order. A partial refund may be issued where only part of the order is eligible.
7. Chargebacks and contact
Please contact AstraiLab first so we can investigate duplicate charges, failed service or unauthorised use. You always retain any chargeback or dispute rights available through your card issuer, bank, Creem or applicable law. A chargeback may suspend access while the payment is investigated and may reverse credits associated with the disputed transaction.
Questions about this policy or an unresolved payment issue can be sent to support@astrailab.com. This policy may be updated when our products, payment flow or legal obligations change.