Refunds, cancellations and disputes

Last updated 26 September 2026

This policy applies to purchases from Macleod Labs FZ-LLC. A signed SOW takes precedence where it says something different.

Consulting services §

• Before work starts: cancel in writing for a full refund of any amount paid in advance.
• After work starts: you pay for the work done up to the date you cancel (pro rata for fixed-price work, or days worked at the agreed rate), and we refund the rest of any prepayment.
• Deposits for reserved time are refundable if you cancel at least 7 days before the start date.

Software subscriptions §

• Cancel at any time. Your access continues to the end of the period you paid for, and you are not charged again.
• First-time subscribers can ask for a full refund within 14 days of their first payment.
• Renewals are not refunded pro rata, except where the law requires it or the service had a serious outage that we could not fix.

One-off software purchases §

A full refund within 14 days if the product does not work as described and we cannot fix it.

How to ask for a refund §

Email steve@macleodlabs.ai with your invoice or receipt. We reply within 2 business days. Approved refunds go back to the original payment method within 5–10 business days.

Disputes and chargebacks §

If something is wrong, please contact us first. We will try to resolve it within 5 business days. If you still dispute a card payment with your bank, we will give the bank our records of the order and delivery.

Physical goods are not sold, so there are no returns.