Agenza Labs LLC ("we", "us", "our") sells the TrueEars Windows desktop application as a one-time software licence through Paddle.com Market Limited ("Paddle"), our authorised reseller and Merchant of Record. Paddle manages your purchase and processes your payment on our behalf.

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on the TrueEars one-time licence ($29). If you are not satisfied with your purchase for any reason, you may request a full refund within 30 days of your original purchase date — no questions asked.

After 30 days from purchase, refunds are issued at our sole discretion and only in exceptional circumstances (for example, a billing error or a technical defect that we are unable to resolve).

2. How to Request a Refund

Email us at hello@agenzalabs.com with:

Your order number or the email address used at checkout
The reason for your refund request (optional but helpful)

We aim to respond within 2 business days. Approved refunds are processed by Paddle and typically appear on your statement within 5–10 business days, depending on your payment method.

3. Free Tier

The TrueEars BYOK (Bring Your Own Key) free tier carries no charge and is therefore not eligible for a refund. API costs you incur directly with third-party providers (Groq, OpenAI, Anthropic, etc.) are governed by those providers' own refund policies.

4. Chargebacks

We ask that you contact us before initiating a chargeback with your bank or card issuer. Chargebacks can have significant consequences and we are committed to resolving any issue directly and promptly. Initiating a chargeback while a refund request is in progress may complicate or delay resolution.

5. Paddle as Merchant of Record

Because Paddle acts as our Merchant of Record, your payment is made to Paddle, and Paddle is responsible for processing refunds in accordance with this policy. For payment-related queries you may also contact Paddle support directly at paddle.com/help.

6. Contact

Questions about this policy? Email us at hello@agenzalabs.com.