Refund Policy

We want you to feel confident buying from Black Sail Labs. This Refund Policy explains when refunds are and aren’t available across our free preview, monthly and annual subscriptions, add-ons and optional concierge services. It forms part of our Terms of Service and should be read together with them.

1. Overview

Our Plans are software subscriptions that begin with a one-time Business Launch Package when a new workspace is created. Some customers also separately choose optional Concierge Services (extra hands-on setup, migration or onboarding help), which are never required to use Black Sail OS. Different rules apply to different types of charge. In summary:

• The free preview is always free — there is nothing to refund.
• The one-time Business Launch Package is refundable before your workspace activation work begins; once activation has started, it is non-refundable.
• Optional Concierge Services (extra setup, migration, onboarding) are refundable only before the work begins; once it starts, they are non-refundable.
• Monthly subscriptions can be cancelled at any time to stop future renewals; the current paid period is non-refundable and is not pro-rated.
• Annual plans have a good-faith 14-day refund window from purchase (less any optional concierge work already performed).
• Billing errors and duplicate charges are always put right.

Nothing in this policy limits any mandatory statutory rights you may have (see Section 12).

2. The free preview

Our free website preview is provided at no cost and with no obligation. You are not charged for a preview, so no refund is applicable. You only pay if you choose to proceed with a paid Plan after seeing your preview.

3. Business Launch Package

Every new workspace begins with a one-time Business Launch Package, charged once when the workspace is created. It covers the automated work of bringing your workspace to life — workspace provisioning, your initial AI Crew setup, business onboarding, your first website generation and initial system configuration, performed by the platform — and is separate from your monthly subscription. It is charged once per workspace and never again unless you create a brand-new workspace. If you later upgrade to a higher plan, only the additional Business Launch Package amount for that upgrade is subject to this same before/after-work refund rule.

• Before activation begins: if you change your mind before we have started activating your workspace, the fee is fully refundable.
• Once activation has begun: the fee is non-refundable, because the activation work — automated workspace provisioning, AI Crew configuration and your initial site generation — has already been performed by the platform. This applies whether or not your site has yet gone live.

“Activation has begun” means we have started provisioning or setting up your workspace. If you are unsure whether it has started, contact us and we’ll tell you. The Business Launch Package is separate from the optional Concierge Services below.

4. Optional Concierge Services

Concierge Services are optional, separately-purchased help — such as white-glove setup, data migration or onboarding — that you may choose to buy in addition to a Plan. They are never required to subscribe to or use Black Sail OS. Because this work consumes time from the moment it starts:

• Before the work begins: if you change your mind before we have started the concierge work you purchased, it is fully refundable.
• Once the work has begun: the Concierge Service is non-refundable, as it reflects time and effort already committed. This applies whether or not any related site has gone live.

“The work has begun” means we have started delivering the concierge service you purchased. If you are unsure whether it has started, contact us and we’ll tell you.

5. Monthly subscriptions

Monthly Plans renew automatically each month until cancelled. You can cancel at any time by contacting us at [email protected] or through any self-service option provided via the Merchant of Record.

• Cancellation stops future renewals. You will not be charged again after your current period ends.
• Cancellation takes effect at the end of the current paid billing period, and you keep access until then.
• The current period’s fee is non-refundable and is not pro-rated for partial use, regardless of when in the month you cancel.

6. Annual plans

If you purchase an annual (yearly) Plan, you benefit from a good-faith refund window:

• You may request a refund of the annual fee within fourteen (14) days of the purchase date, less the reasonable value of any optional concierge work already performed and any third-party costs already incurred on your behalf (such as a domain registration).
• After the 14-day window, the annual fee is non-refundable. You may still cancel at any time to stop the plan from renewing at the end of the current annual term; access continues until the end of the paid term.

7. Add-ons

Add-ons follow the same logic as the charge type they represent:

• Recurring add-ons (billed monthly or annually) follow the monthly or annual subscription rules above — cancel any time to stop future renewals; the current period is non-refundable and not pro-rated (annual add-ons carry the same 14-day window).
• One-time add-ons and optional Concierge Services (for example, a logo & brand kit, or setup/migration help) are refundable before work begins and non-refundable once work has begun.

8. Billing errors & duplicate charges

If you have been charged in error, charged more than once for the same purchase, or charged after a valid and timely cancellation, we will arrange a full refund of the incorrect amount. Please contact us promptly with your order details so we can verify and correct it with the Merchant of Record.

9. How to request a refund

To request a refund or ask a question about a charge:

1. Email us at [email protected] with the email address used to purchase, the approximate date of the charge, and your order or receipt reference; or
2. Use the contact or receipt link provided by the Merchant of Record (for example, in your purchase-confirmation email) to request assistance directly.

Approved refunds for Plans and Add-ons are issued by the Merchant of Record that processed your purchase; we may coordinate with it to authorise and process your refund. Concierge Services, which are invoiced directly by us, are refunded directly by us to your original payment method (for example, via PayPal when you paid via PayPal).

10. Refund timeframes & method

We aim to review refund requests promptly, typically within a few business days. Once a refund is approved, the Merchant of Record processes it back to your original payment method. The time for the refund to appear on your statement depends on your bank or card provider and is usually within 5–10 business days, though it can vary. Refunds are made in the original currency of the transaction; any currency-conversion differences applied by your bank are outside our control.

11. Chargebacks

If you have a concern about a charge, please contact us first — we can almost always resolve it quickly. Initiating a chargeback or payment dispute with your bank before contacting us can be slower for you and may lead us to suspend or terminate your services while the dispute is investigated. We reserve the right to contest chargebacks that we believe are made in error or in breach of these terms, including by providing the Merchant of Record and the card networks with records of the services provided.

12. Your statutory consumer rights

Nothing in this Refund Policy limits or excludes any mandatory statutory rights you may have under the laws that apply to you, which cannot be waived by agreement. For example, consumers in the European Union and the United Kingdom may have a statutory “cooling-off” / right-of-withdrawal period for certain purchases. Where such rights apply, they are honoured by the Merchant of Record and take precedence over the general rules above. Please note that where you request, and expressly consent to, the immediate start of a service, statutory withdrawal rights may be reduced to reflect the service already provided, to the extent permitted by law.

13. Contact us