Refund Policy

01The guarantee

The 7 days run from the date and time of the payment, not from when you first opened a lab. Your email needs to reach us inside that window — a refund request sent on day 7 counts even if we reply on day 9.

We ask for a reason because it is the most useful feedback we get, but you do not have to give one, and the refund does not depend on it.

02What is covered

Every consumer plan sold on Lably:

This applies to every payment inside its own 7-day window, including a repeat purchase after a previous term ended. We do not limit the guarantee to your first-ever payment.

03What is not covered

Being straight about the edges:

• Payments older than 7 days. After the window closes, the plan runs to the end of its term and is not refundable. If something genuinely went wrong — the platform was broken, a feature you paid for disappeared — write to us anyway. Section 10 covers that.
• The Free plan. There is nothing to refund. You get 30 minutes of learning a day without ever entering a card.
• School and Klasroom plans. These are contracted separately — see section 9.
• Accounts closed for breaking the rules. If we close a paid account because it broke the acceptable-use rules — abuse of another learner, bulk scraping of our content, fraudulent payment — we do not refund the unused term.
• Repeated buy-and-refund cycles. The guarantee exists so a parent can try Lably without risk, not as a way to use it for free indefinitely. If the same account keeps buying and refunding, we will refund the current payment and then decline future purchases.

If we close a paid account for any reason that is not a breach by you, we refund the unused part of the term, whatever the date.

04How to request a refund

Email support@lably.in from the address registered on the account. Using the registered address is how we confirm it is really you, and it is the single biggest thing that speeds this up.

Please include:

• The plan you bought.
• The date of payment and the amount.
• The Razorpay payment or order ID, if you have the confirmation email. Not essential — we can find the payment from your registered email — but it saves a round trip.
• Optionally, what did not work for you.

Start a refund email →

That button opens your own email app with the details pre-filled. It does not send anything — you review it and press send yourself.

05How long it takes

The last step is out of our hands — once Razorpay confirms the refund, the timing belongs to your bank or card issuer. We will send you the Razorpay refund reference so you can chase them with something concrete if it takes longer.

Refunds always go back to the original payment method. We cannot send it to a different card, a different UPI ID, or as Lably credit.

If it has been more than 10 working days since we told you the refund was submitted and there is still nothing, write to support@lably.in and we will raise it with Razorpay ourselves.

06What happens to your access

When a refund is approved, the paid plan ends and the account drops back to the Free plan the same day. The account itself stays — progress, streaks, badges and cards are all preserved, and the learner can carry on with 30 minutes a day.

If you also want the account deleted, say so in the same email and we will do both. See the deletion process.

Certificates already earned stay valid, but if you later delete the account their public verification links stop working — download anything you want to keep.

07There is nothing to cancel

So there is no subscription to cancel before a renewal date, and no way to be caught out by a charge you forgot about. When the term ends, the account simply returns to the Free plan.

This is also why most refund requests we get are not really refund requests — people are looking for a cancel button that does not need to exist. If that was you: you are already fine, nothing further will be charged.

08Failed and duplicate payments

• Money left your account but the plan did not unlock. This is usually a payment stuck between Razorpay and us. Email support@lably.in — we will either unlock the plan or refund it, whichever you prefer, and we treat these as urgent.
• You were charged twice. We refund the duplicate in full, and the 7-day window does not apply — tell us whenever you notice it.
• A payment you do not recognise. Write to us with the amount and date and we will trace it. If it is not ours, we will say so, so you can take it to your bank quickly.

09Schools and Klasroom

School plans are sold per student per year under a written quote, not through the consumer checkout, so this policy does not apply to them. Refund and cancellation terms for a school are whatever that school’s agreement says.

This is also why we offer a free 30-day pilot for one class — a school should be able to evaluate Lably properly before any money changes hands. Talk to us at schools@lably.in.

10If we say no

If we decline a refund, we will tell you why, in writing, in plain language. If you disagree, reply and ask for it to be reviewed — a second person will look at it and respond within 7 working days.

This policy does not take away your rights under the Consumer Protection Act, 2019 or any other Indian law. If you remain unsatisfied, you are free to escalate to a consumer forum. We would much rather sort it out by email first.

11Contact

• Refunds, billing and payment problems — support@lably.in
• Schools — schools@lably.in

This policy forms part of the Terms of Service. Full contact details are on the contact page.