This Refund Policy applies to all paid subscriptions to Querylab.io. All payments are processed by Stripe. We do not store your payment card details.
1. EU Right of Withdrawal
Under the EU Consumer Rights Directive (Directive 2011/83/EU), consumers in the European Union have the right to withdraw from a distance contract within 14 days of purchase without giving a reason. If you have substantially used the Service during this period, you acknowledge that you may forfeit this right. If usage was minimal, we will process a full refund.
2. Money-Back Guarantee
In addition to your statutory rights, we offer a 14-day money-back guarantee on your first paid subscription. If you are not satisfied within 14 days of your first payment, contact us for a full refund - no questions asked.
3. Refund Eligibility
| Situation | Refund |
|---|---|
| First paid subscription, within 14 days | Full refund (money-back guarantee) |
| Annual plan, within 30 days | Prorated refund for unused complete months |
| Annual plan, after 30 days | No refund; cancel to prevent renewal |
| Monthly plan, current billing period | No refund; cancel to prevent next charge |
| Free trial (30 days for Teams) | N/A - no payment collected |
| Duplicate or erroneous charge | Full refund of the duplicate/erroneous amount |
| Unintended renewal (reported within 7 days) | Full refund of the renewal charge |
| Service unavailability (extended outage) | Prorated credit or refund at our discretion |
4. Enterprise Plans
Enterprise subscriptions with custom agreements are subject to the refund terms specified in the applicable enterprise contract. Contact your account manager or [email protected] for details.
5. How to Request a Refund
Email [email protected] with:
- Your account email address
- Approximate date of the charge
- Reason for the refund request
We respond within 2 business days. Approved refunds are credited to your original payment method via Stripe within 5-10 business days. Refunds are issued in the original currency of the charge.
6. Cancellation
- Cancel anytime in Settings or by emailing us
- You retain full access until the end of your current billing period
- Your data remains accessible and can be exported before or after cancellation
- Cancellation takes effect at the end of the billing period - you will not be charged again
7. Automatic Renewals
Subscriptions auto-renew at the end of each billing period (monthly or annually) unless cancelled before the renewal date. If you are charged for an unintended renewal and contact us within 7 days, we will issue a full refund.
8. Chargebacks and Disputes
If you believe a charge is unauthorized or incorrect, please contact us at [email protected] before initiating a chargeback with your bank. We resolve most billing issues within 2 business days. Chargebacks initiated without prior contact may result in account suspension pending investigation.
9. Not Refundable
- Google BigQuery costs: These are billed directly by Google and are outside our control
- Accounts terminated for Terms of Service violations: No refund is provided when an account is terminated due to abuse or policy violations
10. Your Statutory Rights
Nothing in this policy affects your statutory rights under Belgian or EU consumer protection law. If this policy conflicts with applicable consumer protection legislation, the legislation prevails.
11. Contact
Email: [email protected]