ThrustLab Refund & Cancellation Policy

Version: 1.0 (replaces version 0.1-interim at /refund) Effective date: August 21, 2026

ThrustLab is operated by Upwash LLC. This policy explains how billing, automatic renewal, cancellation, and refunds work for ThrustLab subscriptions. It is part of your agreement with us together with the Terms of Service at /terms and the Privacy Policy at /privacy. If this policy conflicts with the Terms of Service regarding refund eligibility, renewal mechanics, or cancellation procedure, this policy controls for that topic. It does not modify the warranty disclaimers, assumption of risk, indemnification, or limitation of liability in the Terms of Service, which apply to all claims.

Questions about anything in this policy: [email protected].

1. The free tier is genuinely free

The ThrustLab free tier requires no payment method. We do not ask for a credit card, we place no authorization holds, and a free account never converts into a paid subscription unless you deliberately purchase one through checkout. Because no payment is ever taken on the free tier, no refund applies to it.

The free tier is the intended way to evaluate ThrustLab before you subscribe — the refund window in Section 3 is deliberately narrow because a genuinely free evaluation path exists. All use of ThrustLab, free or paid, is subject to the Terms of Service at /terms, including its disclaimers, assumption-of-risk, and safety-critical-use terms.

2. Subscriptions, billing periods, and prices

Paid ThrustLab plans are billed in advance for the period you choose:

• Monthly plans are billed once per month and renew monthly.
• Annual plans are billed once per year, in one lump sum, and renew annually.

The exact price for your plan is displayed at checkout before you enter any payment information, and is restated in your post-purchase confirmation email.

All payment processing is handled by Stripe, our payment processor. ThrustLab never stores your card number or CVV (see /privacy for what billing-related data we do keep).

Availability. Paid subscriptions are currently offered and billed only to customers in the United States; we may make paid plans available in additional countries in the future. The free tier is available internationally — see the Terms of Service (/terms), including its Eligibility and Export Controls and Sanctions sections.

3. 7-DAY REFUND ON YOUR FIRST CHARGE ONLY

If a paid plan is not right for you, you may request a refund of your FIRST subscription charge within 7 days of that charge. This is the only refund ThrustLab offers, except where a refund is required by applicable law.

The following conditions apply and are strictly enforced:

• First charge only. Only the very first subscription charge on your account is refundable. Renewal charges, and any charge after the first, are final and non-refundable (see Section 5).
• Once per account. The refund is available only one time for the lifetime of an account.
• Once per payment method. The refund is available only once per payment method, even across different accounts. We keep a minimal, non-readable anti-fraud record to enforce this (a payment-method fingerprint provided by Stripe — never your card number); see /privacy.
• ACCESS ENDS WITH THE REFUND. This is different from what you may have seen at other subscription services, where a cancelled prepaid term keeps running until it expires. If we grant your refund, your subscription is cancelled and your paid access ends immediately. You cannot keep using a paid plan after its charge has been refunded. Your account itself is not deleted — it returns to the free tier, and your projects and simulation data remain accessible under free-tier limits.
• Original payment method. Refunds are issued only to the original payment method used for the charge.
• Anti-abuse. ThrustLab may decline any refund request that does not meet these terms or that is reasonably determined to be an attempt to use paid features without paying (for example, repeated subscribe-use-refund cycles across accounts or payment methods).
• Your statutory rights are preserved. Nothing in this policy limits, and this policy will never be applied to deny, any non-waivable refund, cancellation, or withdrawal right you have under applicable consumer-protection law, including state automatic-renewal laws and, where they apply, EU/UK consumer-protection rules (see Section 12).

4. How to request a refund

The primary path is self-serve, inside the product: go to your account's billing settings and click Request refund. Eligibility under Section 3 is checked automatically, and a qualifying refund is issued immediately. You do not need to give a reason, complete a survey, or speak with anyone.

If you cannot use the in-product control for any reason, email [email protected] from the email address on your account as a backstop. For emailed requests, we will confirm receipt and process qualifying requests promptly — our target is to initiate the refund within 3 business days of your request.

How the 7-day window is measured. The window is 7 calendar days, measured from the timestamp of the charge shown on your Stripe receipt. A request is timely if your self-serve request is submitted, or your email is sent, before 23:59 UTC on the seventh day. When in doubt, we resolve timing questions in your favor.

Once the refund is initiated, the funds are returned by Stripe to your original payment method; depending on your bank or card issuer, it typically takes 5–10 business days for the credit to appear on your statement.

5. Renewal and subsequent charges are non-refundable

Except for the first-charge window in Section 3, the two exceptions at the end of this section, and any non-waivable statutory right:

• Renewal charges are non-refundable. When a monthly or annual plan renews, that charge is final.
• No partial-period refunds. There are no refunds or credits for partial months or years of service, for downgrades, or for periods you paid for but did not use.
• You keep what you paid for. If you cancel (Section 8), your paid service remains active through the end of the billing period you already paid for — cancellation stops future charges; it does not cut short the current term. (Contrast this with a granted first-charge refund under Section 3, where access ends immediately because the money is returned.)

The way to avoid an unwanted renewal charge is to cancel before the renewal date — cancellation is online, simple, and available at any time (Section 8), and for annual plans we remind you before each renewal (Section 7).

Exception — if we end your paid service. If we terminate your subscription other than for your material breach of the Terms of Service, discontinue the Service, or are unable to provide it for an extended period, we will refund the prorated unused portion of your prepaid period.

Exception — if we miss a required pre-renewal reminder. If we fail to send the pre-renewal reminder described in Section 7 before an annual renewal, we will refund that renewal charge upon request made within a reasonable time of the charge.

6. Automatic renewal — the offer terms

Paid ThrustLab plans are automatic-renewal subscriptions. The following terms are presented at checkout before you provide payment information, and you must affirmatively consent to them before we charge you. They are restated here so you always have them in a retainable form:

• Your subscription continues until you cancel. It will automatically renew at the end of each billing period, and your stored payment method will be charged at each renewal, until you cancel.
• Cancellation policy. You can cancel at any time, online, through the billing portal in your account settings — see Section 8. Cancellation stops the next renewal; you keep access through the end of the period you have already paid for. There is no fee to cancel and no minimum notice period.
• The recurring charge, and that it may change. The recurring charge is the plan price shown at checkout (plus applicable taxes, Section 11). The amount of the charge may change in the future. If it does, we will notify you in advance with clear instructions on how to cancel before the new price ever applies to you — see Section 9. We will never apply a price change to a renewal without prior notice and an opportunity to cancel.
• Length of the renewal term. Monthly plans renew for successive one-month terms; annual plans renew for successive one-year terms.
• Minimum purchase obligation: None. There is no minimum term commitment, no minimum number of payments, and no early-termination fee of any kind, ever.
• Frequency of charges. You are charged once per billing period: monthly plans once per month on your renewal date; annual plans once per year on your renewal date.
• Deadline to act. To avoid being charged for the next period, cancel any time before your renewal date. There is no earlier cutoff — a cancellation made at any point before the renewal date, up to the renewal date itself, stops that renewal. Your renewal date is shown in the billing portal, in your confirmation email, and (for annual plans) in the pre-renewal reminder described in Section 7.

7. Pre-renewal reminders

Annual plans: we send a reminder email 15 to 45 days before each annual renewal, to the email address on your account, stating the renewal amount, the renewal date, and instructions on how to cancel. If a send fails, it is automatically retried on the next scheduled run.

8. How to cancel

Cancellation is online, self-serve, and available at any time:

• Go to your account's billing settings and open the billing portal (a secure portal hosted by Stripe, our payment processor). You reach it the same way you signed up — online, in the same medium — and it is available behind your normal account sign-in only (no additional hurdles beyond reasonable authentication of your identity).
• Click Cancel — a single cancellation action, with no steps beyond reasonable authentication of your account. You will not be required to call anyone, chat with anyone, or send an email to cancel.
• Your cancellation is processed promptly and takes effect at the end of your current paid period. You keep full paid access until then, and no further charges occur.
• You can cancel any time up to your renewal date to stop that renewal. There is no "cancel at least N hours/days before renewal" cutoff.
• If we ever show you a retention or discount offer during cancellation, a clearly labeled option to proceed directly with cancellation will remain continuously and prominently displayed alongside it, and choosing it will cancel promptly.

If you have any difficulty cancelling online, email [email protected] and we will process the cancellation for you — but email is a backstop, never a requirement.

9. Price and fee changes

If we change the price of your plan, or add or change any fee that applies to you:

• Advance written notice. We will notify you clearly and conspicuously, by email, no less than 7 days and no more than 30 days before the change takes effect.
• How to cancel comes with the notice. Every price-change notice includes instructions on how to cancel before the change applies.
• Prospective only. New prices apply only to future renewals, never retroactively and never mid-term to a period you have already paid for.
• Renewal at the then-current rate happens only after notice. Your plan renews at the then-current rate only if that rate was disclosed to you in advance with the option to cancel, as above. If you do nothing after a compliant notice, the new rate applies at your next renewal; if you cancel, you keep your existing paid access through term end and are never charged the new rate.
• Continued use alone is never treated as consent. We never treat your continued use of the product alone as consent to a price change. A changed price applies only after we have given you the advance notice above and you have chosen not to cancel before the renewal — your genuine, notified opportunity to cancel is what authorizes the new rate.

10. Your consent, our records, and your confirmation email

Express consent at checkout. We charge you only after you affirmatively consent to the automatic-renewal terms in Section 6, presented before you enter payment information.

Consent records. We keep a record of your consent (what you agreed to, the terms version, the price at consent where applicable, and when) for at least 3 years, or 1 year after your subscription ends, whichever is longer, as required by California law. See /privacy for how these records are handled, including what survives an account deletion.

Confirmation email. After you subscribe, we send you a confirmation that restates the automatic-renewal terms, the cancellation policy, and how to cancel, in a form you can retain.

This policy is presented at checkout.

11. Failed payments, taxes

Failed payments. If a renewal charge fails, you authorize us (through Stripe) to retry the charge over a limited retry window, and we may notify you so you can update your payment method. If payment cannot be collected after the retry window, your subscription is suspended or downgraded to the free tier — we do not charge early-termination or reinstatement fees, and your projects and data are not deleted for non-payment.

Taxes. Our listed prices are exclusive of taxes. Where we are required to collect sales tax, VAT, or similar taxes, they are added to your charge and shown at checkout; otherwise you are responsible for any taxes that apply to your purchase. If you are tax-exempt, contact [email protected] with valid exemption documentation.

12. EU and UK consumers — 14-day withdrawal right

If you are a consumer in the European Union or the United Kingdom, you may have a statutory right to withdraw from a distance contract for digital services within 14 days without giving a reason.

Nothing in Section 3 limits any withdrawal right you have under EU or UK law; EU/UK consumers should contact [email protected] within their statutory window.

13. Free trials and promotional offers

ThrustLab offers no free trials, promotional pricing, or discounted introductory offers today. The free tier (Section 1) is the evaluation path and is not a "free trial" of a paid plan — it collects no payment method and never converts automatically.

If we ever introduce a trial or promotional offer, the following terms will govern it (they are stated now so the policy does not need restructuring later):

• The post-trial / post-promo price is disclosed before you sign up, clearly and conspicuously, before we collect payment information.
• Cancel before the trial ends, and you are never charged. A trial cancelled before its end date results in no charge at all.
• Advance notice before conversion. For any trial or promotional period longer than 31 days, we will send a reminder 3 to 21 days before it expires, stating what you will be charged and how to cancel.
• Authorization holds are disclosed. If providing a payment method for a trial results in a temporary authorization charge, we will say so at signup.
• Free-to-pay conversions are automatic-renewal offers. Any trial that converts into a paid subscription is treated as an automatic-renewal offer under Section 6, with the same consent, disclosure, reminder, and cancellation rights.

14. Chargebacks

If you believe a charge is wrong, contact us first at [email protected] — most billing problems are resolved faster by us than through your bank, and a qualifying first-charge refund (Section 3) is processed with no questions asked.

If you initiate a chargeback or payment dispute, we may present our records (including the consent records described in Section 10) to the payment networks. We will not suspend your service for a dispute asserting an unauthorized or fraudulent charge. We may suspend the associated paid features while a dispute is pending only where we reasonably believe the dispute is an attempt to use paid features without paying. Suspension is proportionate and temporary: we do not automatically terminate accounts, delete projects or data, or impose penalty fees because a dispute was filed. If a dispute is resolved in our favor and your service was suspended, we extend your paid period by the length of the suspension — a good-faith dispute never costs you time you paid for.

A chargeback of your first subscription charge within the Section 3 window is treated as a refund request under Section 3, with the same consequences (including that access ends). If that first-charge dispute is resolved in our favor (so the charge stands), we restore your paid access for the remainder of the period you paid for.

15. No early-termination fees — ever

For clarity and emphasis: ThrustLab has no early-termination fees, cancellation fees, reactivation fees, or minimum-commitment penalties of any kind, on any plan. Cancelling costs nothing; the only financial consequence of cancelling is that your plan does not renew.

16. Changes to this policy

We may update this policy. Material changes will be announced with advance notice by email, with a stated effective date, and — where the change affects automatic-renewal terms or your rights on an existing subscription — governed by the notice-and-cancel discipline of Section 9. The version and effective date at the top of this page always identify the in-force policy. We do not treat continued use alone as acceptance of a material change.

Which version applies. The version of this policy in force at the time of a charge governs that charge, its refund eligibility, and its cancellation terms. Changes apply prospectively only and never reduce your rights for any period you have already paid for.

17. Contact and general provisions

Refund and billing questions: [email protected]. Terms of Service: /terms · Privacy Policy: /privacy.

The general provisions of the Terms of Service — including governing law, dispute resolution, and severability — apply to this policy. If any part of this policy is held unenforceable, the remainder remains in effect, and the unenforceable part is replaced by the closest enforceable term that reflects its intent.