Refund & Cancellation Policy

Who this policy covers

Mellon by TS Labs is an experimental software product operated by [FULL LEGAL NAME — to be supplied], an individual/sole trader based in Victoria, Australia, using the TS Labs brand. TS Labs is not an incorporated company. References to ‘we’, ‘us’ and ‘our’ mean that individual operator, not a separate TS Labs or Mellon company.

Business contact address: [PUBLIC BUSINESS CONTACT ADDRESS — to be supplied]. ABN: [ADD ONCE ISSUED]. ABN and TS Labs business-name registration are being prepared; these drafts do not represent either as completed. Contact: support@tslabs.cloud.

This policy applies to Mellon by TS Labs and should be read with the Terms of Service. It preserves rights that cannot lawfully be excluded under the Australian Consumer Law and other applicable laws. It does not replace those rights with a discretionary refund scheme.

Current free beta

Mellon is currently free during beta, with no payment card, paid subscription or automatic charges. There is no current subscription to cancel or beta purchase price to refund. You may stop using the beta at any time; this does not itself delete your account or conversations. Email support@tslabs.cloud for data requests or any concern about a charge referring to Mellon. The absence of a beta purchase price does not exclude any other remedy available under law.

Future subscriptions and cancellation

Stripe is planned to process future subscription payments. Subscribing would require a separate, express purchase after disclosure of the seller, final price and currency, taxes or mandatory charges, included allowance, billing interval and automatic-renewal terms. The proposed US$9.99 monthly plan is not available or final. Using the beta is not agreement to future charges.

Before a paid offer opens, the purchase terms must explain the available cancellation method, the point at which renewal stops, when paid access ends and what happens to the pet and saved history. [CANCELLATION METHOD, EFFECTIVE TIME AND POST-CANCELLATION ACCESS — to be decided and verified before paid launch]. No Stripe customer portal or cancellation control is represented as available today. Cancelling renewal and requesting a refund are separate actions; neither should be assumed to complete the other. Account/data deletion is also a separate request.

Any future recurring billing must stop in accordance with a valid cancellation and applicable law. If a published cancellation method fails, contact support@tslabs.cloud, retain your request and any confirmation, and tell us about subsequent charges so we can investigate and provide any remedy due. This does not make contacting support a prerequisite to exercising rights through your payment provider or under law.

Australian Consumer Law remedies

Where the Australian Consumer Law applies, services carry guarantees that cannot be excluded, including due care and skill, fitness for a purpose made known where you reasonably rely on the supplier, and supply within a reasonable time if no time is agreed. Mellon's experimental status and AI limitations do not override those guarantees.

For a major service failure, you may cancel the service contract and obtain a refund for the unused portion, or keep the contract and seek compensation for the reduction in value. You may also be entitled to compensation for reasonably foreseeable loss or damage. For a non-major failure, you are entitled to have the problem remedied within a reasonable time. If it cannot be remedied or is not remedied within that time, further remedies can include cancellation and a refund of the unused portion, or recovering reasonable costs of having the problem remedied, as applicable.

We assess the circumstances and your applicable legal rights, rather than applying a blanket ‘no refunds’ rule. A usage limit, cancellation date, payment-processor rule or general description of AI fallibility does not remove a statutory remedy. We will not require you to accept account credit instead of a refund the law entitles you to receive. See the ACCC's guidance on repairs, refunds and cancellation.

Change of mind and international rights

Australian consumer guarantees do not generally require a refund solely because you change your mind. A voluntary change-of-mind or prorated refund offer for future subscriptions has not been decided. [VOLUNTARY REFUND TERMS — decide before paid launch, including unused periods and renewals]. This undecided commercial policy does not restrict refunds or cancellation required by law, or a specific promise made at purchase.

International customers retain any mandatory rights under applicable local law, including withdrawal or cooling-off rights where relevant. We do not treat simply using Mellon as a waiver of those rights. Any legally effective request to start supply during a withdrawal period, or acknowledgement affecting withdrawal rights, must be separately explained and obtained where required before purchase. Market-specific disclosures and processes must be finalised before a paid offer in those markets.

How to request a refund or report a charge

Email support@tslabs.cloud, preferably from your account email if registered. Describe the issue and requested outcome, and include the charge date, amount, currency and receipt or transaction reference if available. Never send full card numbers, bank credentials, passwords, session cookies, authentication codes or unnecessary private chat content. We may ask for proportionate verification or relevant evidence; we do not require an original receipt where other reasonable proof is available.

We will review the request, explain our decision or next steps, and provide any remedy required by applicable law. Where a refund is due, we will arrange it within applicable legal time limits and explain the processing method and expected timing. A refund's appearance can also depend on the payment provider. No fixed Stripe refund timeframe, processing-fee deduction or money-back guarantee is promised before the paid service is defined.

We do not impose an arbitrary request deadline that removes statutory rights, or require you to waive a bank dispute or other legal remedy. If dissatisfied, ask us to review the decision or use the external complaint routes in Contact & Support. You do not need to resolve the matter with Stripe instead of us to seek a remedy for Mellon's service.