Return & Refund Policy

1. Overview

Lab hours are sold as prepaid bundles (e.g., 10-hour, 30-hour packages) and consumed by booking scheduled sessions on our Pods. This policy explains how cancellations, no-shows, and refunds work. It should be read together with our Terms & Conditions.

2. Purchased Hours Do Not Expire

Purchased Lab hours remain on your account balance indefinitely. There is no time limit by which you must use them.

3. Cancelling or Rescheduling a Booking

You can cancel or reschedule a booked Pod session up to 24 hours before its scheduled start time, free of charge, through your account dashboard. The hours are returned to your balance and can be rebooked for another time.

Once a session is within 24 hours of its start time, the cancel option is disabled in the dashboard. At that point the booking is final and cannot be cancelled or rescheduled through the platform.

4. No-Shows

If you do not attend a booked Pod session, and you did not cancel it while cancellation was still available (i.e., more than 24 hours before the start time), the reserved hours are deducted from your account balance.

This applies whether the miss was inside or outside the 24-hour window. No refund or hour credit is issued for a no-show.

5. Refunds on Unused Hour Balances

A cash refund on an unused hour balance may be granted only if both of the following are true:

Requests are reviewed by our support team on a case-by-case basis; approval is not automatic.

To request a refund under this section, contact support@ccielab.net with your account details and the reason for the request.

Statutory Cooling-Off Right for EU/UK/EEA Customers

This section applies subject to any mandatory consumer protection law in your country of residence that cannot be waived by contract.

If you are located in the European Union, EEA, or United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of the transaction date without giving a reason, under applicable Consumer Contracts Regulations.

However, if you access or book a Pod session, or otherwise begin using your purchased Lab hours, before the 14-day period ends, you acknowledge and agree that you are requesting immediate performance of the service and thereby forfeit this statutory withdrawal right to the extent hours have been consumed.

Where zero hours have been consumed and you are within the 14-day window, you may request a full refund under this subsection even if the reason requirement in the paragraph above would not otherwise be met.

6. Chargebacks

If a payment dispute or chargeback is filed with PayPal or Stripe instead of contacting us directly, we may suspend the associated account and any remaining Lab hours pending resolution of the dispute, consistent with our Terms & Conditions.

7. Service-Side Issues

If a confirmed technical failure on our end (e.g., a Pod fails to provision, or an extended platform outage) prevents you from completing a scheduled session, we will reschedule the session or credit the equivalent hours back to your balance.

This does not apply to issues on your end, such as your own internet connectivity.

8. Contact