Refund & Cancellation Policy

1.1 LogbookOS is a Software-as-a-Service (SaaS) platform that provides AI-powered productivity, education, and project management tools. Customers purchase Usage Packs that grant metered access to the platform’s features.

1.2 A Usage Pack allocates Project Units to your Usage Account. You then distribute these Project Units into two consumption pools: Platform Access Time (for time-metered features) and AI Compute (for AI-powered features). Project Units represent prepaid service access — they are not currency, stored value, or a financial instrument of any kind.

1.3 All products and services are exclusively digital. There are no physical products, shipments, or deliveries. Project Units are activated immediately upon successful payment confirmation.

3.1 Due to the nature of immediately-delivered digital services, refunds are generally not available for activated Usage Packs, except as described in Section 4 below.

3.2 This policy does not affect any mandatory rights you may have under applicable consumer protection law in your jurisdiction. Where local law provides you with rights that cannot be waived by contract, those rights prevail.

4.1 We may, at our reasonable discretion, issue a full or partial refund in the following circumstances:

4.2 In all cases, we may verify the claim by reviewing our payment records, server logs, and support correspondence before making a decision.

5.1 Refunds will not be issued in the following situations:

• Partial consumption. You have consumed part or all of the Project Units allocated by the Usage Pack. Partial consumption does not entitle you to a proportional refund.
• Change of mind. You simply changed your mind after purchase, provided the Project Units were activated as described in Section 2.
• Account suspension or termination. Your account was suspended or terminated for a breach of the Terms of Service or the Acceptable Use Policy.
• AI output quality. You are dissatisfied with the output quality of AI-powered features. AI outputs are inherently variable and are provided on an “as-is” basis, as described in the Terms of Service.
• Unit expiration. Your Project Units expired due to the passage of time, in accordance with the rolling 12-month expiration rule set out in the Terms of Service.
• Third-party failures. A third-party service used alongside the platform (but not operated by us) failed or did not meet your expectations.

6.1 Premium Library unlocks. When you unlock a Premium Library using Project Units, you receive immediate, permanent access to the library content within the relevant Cluster. Because this access is delivered instantly and cannot be revoked without losing the content, Premium Library unlock fees are non-refundable once the unlock is complete.

6.2 Downloadable products. When you purchase a downloadable product (templates, documents, resource packs) using Project Units, the product is delivered to you digitally and immediately. Because digital downloads cannot be “returned” once delivered, downloadable product purchases are non-refundable once the download is initiated.

6.3 Exception. If a Premium Library or downloadable product is materially different from its description, or if a technical error prevented you from accessing the content after a successful unlock or purchase, you may request a review by contacting billing@logbookos.com. We will assess each case individually.

8.1 Approved refunds are issued to the original payment method used for the purchase. We do not issue refunds via alternative payment methods, cash, or additional Project Units (unless mutually agreed).

8.2 Refunds are processed in the original transaction currency. Any differences due to exchange rate fluctuations between the purchase date and the refund date are not compensated by us.

8.3 Processing times depend on the payment provider:

• Stripe (card payments): Typically 5–10 business days after approval for the refund to appear on your statement.
• Lemon Squeezy (MoR): Typically 5–10 business days, subject to the MoR’s refund processing timeline.
• Bank transfer (Mercury invoicing): Typically 5–15 business days depending on your bank.

8.4 Upon refund approval, the corresponding Project Units will be deducted from your Usage Account. If you have already consumed more units than the remaining balance after deduction, the overage may be deducted from a future Usage Pack purchase.

9.1 You may cancel (close) your account on any Cluster at any time by contacting support@logbookos.com. There is no cancellation fee.

9.2 Because LogbookOS operates on a pay-as-you-use model (not a recurring subscription), there is no “next billing cycle” to cancel. You simply stop purchasing Usage Packs when you no longer need the service.

9.3 Each Cluster maintains an independent account. Cancelling your account on one Cluster (e.g., work.logbookos.com) does not affect your account on another Cluster (e.g., edu.logbookos.com).

9.4 Upon account cancellation, we will process your request within 5 business days. You will receive a confirmation email once your account has been closed.

10.1 Upon account cancellation, any remaining Project Units in your Usage Account (including units allocated to both the Platform Access Time and AI Compute pools) are forfeited and are not refundable, unless otherwise required by applicable law.

10.2 Project Units represent prepaid metered access to a software service. They hold no monetary value, cannot be transferred to another user, and cannot be exchanged or redeemed for cash.

10.3 We recommend consuming your available Project Units before requesting account cancellation. Once the account is closed, remaining units cannot be recovered.

11.1 We encourage you to contact us at billing@logbookos.com before initiating a chargeback or payment dispute with your bank or card issuer. We are committed to resolving billing issues quickly and fairly.

11.2 If a chargeback is filed for a legitimate purchase where the Project Units were properly delivered and activated, we reserve the right to:

• Suspend access to your account(s) pending resolution
• Provide evidence of delivery to the payment processor or Merchant of Record
• Terminate your account if the chargeback is determined to be fraudulent or abusive

11.3 Fraudulent chargebacks may also be reported to the relevant payment processor and, where appropriate, to law enforcement.

12.1 We may update this Refund & Cancellation Policy from time to time. For material changes, we will provide at least 30 days’ notice via email to your registered address and/or a prominent notice on the Platform.

12.2 The “Last updated” date at the top of this page indicates when the most recent revision took effect. Continued use of the Platform after the effective date of any change constitutes acceptance of the updated policy.