Refund and Cancellation Policy

Refund and Cancellation Policy

Effective date: 13 August 2026
Last updated: 13 August 2026

This policy explains when and how you can cancel, when you are entitled to a refund, and how to request one. It forms part of our Terms of Service.

It applies to all Services purchased from DEEP INSIGHT SOLUTION LIMITED, a company registered in the Hong Kong Special Administrative Region, trading as Ladder Labs.

All fees are charged in United States Dollars (USD). Any refund is issued in USD to the original payment method.

1. Summary

• Subscriptions: month-to-month, auto-renewing. Cancel with 30 days’ written notice.
• Cancellation effective: end of the billing period in which the 30-day notice expires.
• Current period fees: not refunded pro-rata. You keep full access through the period you paid for.
• Onboarding / setup fee: non-refundable once onboarding work has begun.
• Consulting projects: 50% on commencement (non-refundable once work begins) + 50% on delivery.
• Advertising media spend: paid by you directly to the ad platforms. Never refundable by us.
• Always refunded: duplicate charges, billing errors, unauthorised charges, and services we failed to deliver.
• How to request: email phil@ladder-labs.com within 30 days of the charge.
• Processing time: approved within 5 business days; funds returned in 5–10 business days.

2. AI Agent Subscriptions

2.1 How billing works

Subscriptions are billed monthly in advance in USD, on the same day each month as your subscription start date. Subscriptions renew automatically until you cancel.

2.2 How to cancel

Give us at least 30 days’ written notice. You can do this by:

• emailing phil@ladder-labs.com from an email address on your account, or
• using the cancellation option in your account, where available.

We will acknowledge your cancellation in writing within 2 business days and confirm your final service date. If you do not receive that confirmation, please contact us — do not assume the cancellation was processed.

2.3 When cancellation takes effect

Your subscription ends at the end of the billing period in which the 30-day notice period expires. You keep full access to the Services, and remain responsible for the fees, through that date.

Worked example. Your billing date is the 10th of each month. You give notice on 1 March. The 30-day notice period ends on 31 March. Your subscription therefore ends at the close of the billing period running 10 March – 9 April. You are billed on 10 March for that period and retain full access through 9 April. No further charges are made.

2.4 Refunds on cancellation

Once a billing period has been paid for, that period is not refunded on a pro-rata basis, because we continue to deliver the Services to you for the whole of it. This is why we do not cut off your access early — you receive the full month you paid for.

2.5 Onboarding and setup fees

Where your plan includes a one-time onboarding or setup fee, that fee is fully refundable before onboarding work begins and non-refundable once it has begun. Onboarding is treated as begun when we first access your accounts, hold a kickoff call, or start configuration work — whichever happens first. We will tell you in writing when onboarding starts.

2.6 Pausing instead of cancelling

If you have a seasonal or temporary reason to stop, contact us before cancelling. We can often pause a subscription for up to 3 months, which preserves your configuration and avoids a repeat onboarding fee when you return. Pauses are at our discretion and confirmed in writing.

3. AI Consulting Engagements

3.1 Payment structure

Unless your Statement of Work (“SOW”) says otherwise, consulting engagements are invoiced 50% on commencement and 50% on delivery.

3.2 Before work begins

If you cancel before we begin work, the commencement instalment is refunded in full.

3.3 After work begins

The commencement instalment is non-refundable once work has begun, because it covers scheduling, discovery, and resources committed to your engagement.

If you cancel mid-engagement, we will stop work on receipt of your written notice, deliver all work product completed to that point, and invoice only for work actually performed, at the rates or milestone values in the SOW.

If the value of work performed is less than the amount you have already paid, we refund the difference. We provide a written summary of work performed with any such calculation.

3.4 If we cannot deliver

If we are unable to deliver the agreed scope for reasons within our control, you receive a full refund of all amounts paid for undelivered work, without deduction.

3.5 Delays caused by the client

Consulting timelines assume your timely cooperation. If an engagement is stalled for more than 60 days because we are waiting on your access, approvals, or materials, we may close the engagement and invoice for work performed. Amounts paid for work not performed are refunded.

4. What we always refund

Regardless of anything above, we refund in full and promptly where:

• You were charged twice for the same service.
• We made a billing error — a wrong amount, a wrong plan, or a charge after a validly processed cancellation.
• A charge was unauthorised — you did not authorise it and it was not made by someone acting on your behalf.
• We failed to deliver a service you paid for, and the failure was within our control.
• A subscription renewed after you gave valid cancellation notice and the renewal fell outside your correctly calculated final billing period.

You do not need to argue any of these. Email us with the transaction date and amount and we will investigate and correct it.

5. What we do not refund

• Advertising media spend. You pay ad platforms (Meta, Google, TikTok, and similar) directly, from your own accounts. We never hold, resell, or refund media spend. If you want a media spend refund, you must raise it with the platform.
• Third-party software and subscription fees you purchase directly from other vendors.
• Telecommunications and messaging charges billed by your own providers.
• Fees for periods already delivered, as described in Section 2.4.
• Onboarding fees after onboarding has begun, as described in Section 2.5.
• Commencement instalments after consulting work has begun, as described in Section 3.3.
• Dissatisfaction with commercial results. As stated in our Terms of Service, we do not guarantee specific commercial outcomes, and results are not a basis for refund. If you are unhappy with performance, contact us — we would far rather fix the work than lose the relationship.

6. How to request a refund

1. Email phil@ladder-labs.com with the subject line “Refund request”.
2. Include your business name, the email address on the account, the transaction date and amount, and a short description of the reason.
3. Submit your request within 30 days of the charge. We will still review later requests, but we cannot guarantee an outcome.

What happens next:

• We acknowledge your request within 2 business days.
• We give you a decision within 5 business days, in writing, with our reasoning.
• Approved refunds are submitted to our payment processor immediately, and typically appear on your statement in 5–10 business days, depending on your bank or card issuer.
• Refunds are issued in USD to the original payment method. We cannot refund to a different card, account, or person.

7. Failed payments and suspension

If a payment fails, we will retry it and notify you. If it remains unpaid 7 days after the due date, we may suspend the Services. If it remains unpaid 30 days after the due date, we may terminate your subscription or engagement for cause. Suspension does not stop fees accruing for the period you contracted for.

8. Please contact us before disputing a charge

If something looks wrong on your statement, email phil@ladder-labs.com first. We can usually investigate and, where warranted, refund within a few business days.

A chargeback filed with your bank typically takes 60–90 days to resolve, freezes the amount for both of us in the meantime, and generates fees. Contacting us directly is faster for you and cheaper for both parties. We will always give you a written explanation of any charge you ask about.

9. Changes to this policy

We may update this policy. We will post the updated version here with a new “Last updated” date. For changes that materially reduce your rights under an active subscription, we will give at least 30 days’ notice by email. The version in force at the time of your purchase applies to that purchase.

10. Contact

DEEP INSIGHT SOLUTION LIMITED (trading as Ladder Labs)
Unit 2223, 22/F, Yan’s Tower, 25–27 Wong Chuk Hang Road, Aberdeen, Hong Kong

Email: phil@ladder-labs.com
Phone: +1 (949) 204-7671

Business hours: Monday–Friday, 09:00–18:00 Hong Kong Time (GMT+8).

Terms of Service · Website Privacy Notice · Contact