Refund Policy

Last updated: 30 October 2026

This policy explains when you can cancel an order and get a refund from Mass Flow Labs Ltd (company number 17510804). It applies to purchases made on massflowlabs.com. It does not affect your statutory rights.

1. Consumers: your 14-day right to cancel

If you are an individual buying for purposes outside your business, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel a distance contract within 14 days without giving a reason. The 14 days run from:

• Services (including support, set-up, subscriptions and bespoke work): the day after the contract is made;
• Digital content and software supplied by download or online access: the day after the contract is made;

To cancel, tell us clearly before the period ends, for example by emailing support@massflowlabs.com with your name, order number and a statement that you wish to cancel. You may use this wording: "I hereby give notice that I cancel my contract for the supply of [Product], ordered on [date], order number [number]. Name: [your name]. Address: [your address]." Sending the notice before the deadline is enough.

2. What is not refundable under the right to cancel

• Digital content and software once you have started to download or access it, if at checkout you expressly asked for immediate delivery and acknowledged that you would lose your right to cancel once delivery began.
• Services that have been fully performed within the 14 days, where you asked us to start and acknowledged that you would lose your right to cancel once the service was complete.
• Bespoke or personalised work made to your specification.

If you cancel a service after asking us to start within the 14 days, you must pay for the part already provided, in proportion to the full price. For subscriptions this is the proportion of the first billing period used up to the date you told us you were cancelling.

3. Faulty or misdescribed Products

Whether or not the 14-day period has passed, if you are a Consumer and a Product is faulty, not as described, or not fit for its purpose, the Consumer Rights Act 2015 applies. For digital content and software, you are entitled to a repair or replacement and, if that is not possible or does not happen within a reasonable time, to a price reduction or a refund. For services, you are entitled to have them repeated or put right, or to a price reduction. Please contact support@massflowlabs.com with details and, if you can, screenshots, so we can investigate. You will not be charged for returning faulty goods.

4. Subscriptions

You can cancel a subscription at any time by emailing support@massflowlabs.com. Cancellation takes effect at the end of the current billing period and you keep access until then. Beyond your 14-day statutory right and any statutory remedies for faults, we do not refund subscription fees for part-used periods.

5. Business customers

If you buy for your business, the statutory 14-day right to cancel does not apply. Fees are non-refundable once the Product has been delivered or access has been provided, except where the Product is faulty or not as described, in which case we will repair, replace or refund, or where we agreed otherwise in writing.

6. How refunds are made

• Where you are entitled to a refund, we will pay it without undue delay and no later than 14 days after we receive your cancellation notice (or, for returned goods, after we receive them or evidence you have sent them back, if earlier), or after we agree that a refund is due for a fault.
• We refund to the original payment method (card, or other method used at checkout) at no cost to you. Your bank or card issuer may take several working days to show it.
• Refunds include the original price of the Product and, where you cancel within the statutory period, standard delivery charges (if any) paid by you.

7. Chargebacks and duplicate payments

If you were charged twice or incorrectly, tell us at support@massflowlabs.com and we will refund the amount in full. Please contact us before raising a dispute with your bank so we can resolve it quickly.

8. Contact

Mass Flow Labs Ltd, Office 31699 Unit F, Winston Business Park, Churchill Way, Sheffield, South Yorkshire S35 2PS, United Kingdom. Email: support@massflowlabs.com