# Refund policy

Last updated: 2026-10-27

This Refund Policy applies to the fixed-price consulting packages sold on [/consulting](https://empathylabs.ai/consulting) by Empathy Labs LLC.

## What you are buying

Each package is a defined scope of professional services: a focused session, strategy blueprint, prototype sprint, or launch project, as listed on the consulting page. Prices are in USD. Payment is processed by PayPal.

## After you pay

You see a receipt on screen. PayPal also emails a receipt when you pay with a PayPal account. We reach out within 1 business day to schedule kickoff and confirm deliverables.

## Refund requests

If something went wrong with your payment or you need help before work begins, contact us at [/support](https://empathylabs.ai/support) with your receipt number. We review each request based on what was purchased, whether kickoff has happened, and what work has started.

- Before kickoff: cancel and get a full refund.
- Duplicate or mistaken charges: refunded in full.
- How to ask: email mat@empathylabs.ai or call +1 347 574 3963 with your receipt number. We answer within 1 business day.
- Approved refunds go back to the original payment method. Most banks show them within 5 to 10 business days.

## Completed work

Once kickoff has happened and agreed deliverables are in progress or delivered, refunds may not be available for that scope. If you believe deliverables were not provided as agreed at kickoff, contact us promptly with details.

## Other products

Other Empathy Labs studio products may publish their own refund terms on their sites. This page applies only to consulting packages on empathylabs.ai/consulting.