Refund Policy
Effective 24 June 2026
Xuan Lab sells digital content that is delivered to you instantly. This policy explains when refunds are available. It should be read together with our Terms of Service. Where you have non-waivable rights under the consumer law of your country, this policy does not limit them.
Digital delivery
Because our products are digital and delivered immediately — a reading is generated, or a feature is unlocked, as soon as you pay — purchases are generally final once that content has been delivered. We still want you to be happy, so we offer the goodwill terms below.
Reading credit packs (命書)
Unused credits can be refunded within 14 days of purchase. Credits that have already been spent to generate a reading are non-refundable, because the digital reading has been delivered. If a reading failed to generate due to a technical problem on our side and the credit was charged, we will restore the credit or refund it.
Family unlock (one-time)
If you purchased the family unlock by mistake, or it did not unlock the features described, contact us within 14 days and we will make it right — including a full refund where the feature was not delivered as described.
Annual team plans
Annual team plans can be cancelled at any time to stop the next renewal. If you cancel, you keep access until the end of the period you have paid for. We do not generally refund the unused part of a current period, except where required by law or in the case of a clear billing error or a service problem we cannot resolve.
How to request a refund
Email info@xuanlab.com from the address on your account, with the date of purchase and what went wrong. We aim to respond within a few business days. Approved refunds are returned to your original payment method via Stripe; the time it takes to appear depends on your bank.
Billing problems and chargebacks
If you see a charge you don’t recognise or believe is an error, please contact us first — we can almost always resolve it quickly, and that’s faster than a bank dispute.