Refund Policy

Canceling a subscription prevents a future renewal or schedules cancellation for the date shown in the Stripe Customer Portal. Paid access continues only through the subscription period shown in Account Billing.

Cancellation does not reverse a completed charge and does not by itself create a refund, credit, or proration. Review the date shown by Stripe before confirming a cancellation.

Completed credit-pack purchases are generally non-refundable. Purchased credits do not expire, but they can be purchased and used only while an eligible paid subscription is active. Unused purchased credits become dormant when that subscription ends and become available again after an eligible subscription is reactivated.

When a credit-pack payment is refunded, reversed, or disputed, Semlens may revoke the associated credits. If some of those credits were already spent, the account can have a negative purchased-credit balance and further platform-funded generation may be unavailable until that balance is resolved. Nothing in this section limits a right that cannot legally be waived.

Monthly subscription charges, initial annual subscription charges, and other completed subscription fees are generally non-refundable. Semlens does not provide automatic refunds, credits, prorated refunds, or refunds solely because a subscription was unused or canceled after a charge completed.

Nothing in this policy limits a refund or cancellation right that cannot legally be waived.

A request concerning an annual subscription renewal charge is eligible for case-by-case review when Semlens receives it within 30 calendar days after the renewal charge. This window applies to annual renewals, not the initial purchase of an annual subscription.

Eligibility for review does not guarantee approval. Semlens considers the account, charge, request timing, and relevant circumstances when making a decision.

Support also reviews requests involving:

• A verified duplicate charge.
• A verified technical billing error.
• A charge reported as unauthorized.
• A refund required by applicable law.

Review remains case by case unless applicable law requires a particular outcome. A service change or discontinuation does not create a separate refund entitlement under this policy unless applicable law requires one.

Email support@semlens.com or use the public Contact form. Include:

• The email address associated with your Semlens account.
• The charge date, amount, and currency.
• The reason for the request.
• Relevant non-sensitive invoice or receipt information.

Do not send a full payment-card number, security code, password, or internal Stripe customer, payment, invoice, or subscription identifier. Semlens may ask for additional information needed to verify account and charge ownership.

Semlens processes approved refunds manually through Stripe. Stripe returns a refund to the original payment method where supported; Semlens cannot redirect it to a different card, bank account, or recipient.

Stripe, payment networks, and financial institutions control processing and statement timing. Semlens does not promise a fixed processing time, and a refund can be delayed, appear as a reversal, or fail if the original payment method cannot accept it.

Stripe remains the source of truth for charges, invoices, receipts, payment methods, refund status, and cancellation timing. Account Billing may show subscription, credit-pack, and billing information synchronized from Stripe.

A pending refund request does not pause collection, change a subscription, extend access, or suspend an account obligation. Use the Stripe Customer Portal for available subscription and cancellation controls while a request is under review.