Refund Policy

1. Overview

This Refund Policy describes when and how you can request a refund for services purchased from GhostLabs. It applies to all paid services offered on ghostlabs.asia, including one-time smart contract audits and monitoring subscriptions. By purchasing a service from GhostLabs, you agree to this Refund Policy.

We want every customer to feel confident when they buy a scan. Where we have made a mistake or failed to deliver what you paid for, we will make it right. This policy tells you what to expect in specific situations.

2. One-time audits

2.1 Before the scan starts

If you paid for a one-time audit and the scan has not yet started, we will issue a full refund on request. Scans typically begin within seconds of payment; this case is therefore rare, but if our scanner is offline or delayed and you no longer wish to wait, contact us and we will refund you in full.

2.2 Scan fails or is not delivered

If our scanner fails to produce a report, or the report is not delivered to you within twenty-four (24) hours of payment, you are entitled to a full refund or, at your option, a free replacement scan on a contract of your choice.

Common causes of scan failure include: the contract source code not being verified on the block explorer at the time of scan and not being uploaded by you; the contract exceeding our supported size limits (documented on our pricing page); a transient outage in one of our upstream providers. In each of these cases, we will attempt to notify you within one (1) hour and give you the choice of waiting, substituting a different contract, or receiving a refund.

2.3 14-day satisfaction window

Within fourteen (14) days of the scan delivery date, you may request a refund if the report contains a material error that we agree on review was caused by GhostLabs (for example: the report describes the wrong contract, a critical section of the report is missing or unreadable, or a finding is based on a factual error in the report that is not present in the code itself).

A disagreement about the analysis outcome is not a material error. We explain in Section 5 which cases do not qualify for a refund.

2.4 Beyond 14 days

After the 14-day satisfaction window has closed, one-time audits are non-refundable except where required by applicable law.

3. Monitoring subscriptions

3.1 Cancellation

You may cancel a monitoring subscription at any time from your account dashboard or by emailing admin@ghostlabs.asia. Cancellation prevents the subscription from renewing at the end of the current billing period. The Service continues to be available to you until the end of the period you have paid for.

3.2 Refunds within the first seven (7) days of a new subscription

For new subscribers, if you cancel within seven (7) days of the start of your first billing period and have not triggered more than five (5) monitoring alerts in that period, we will refund the full first-period fee on request.

3.3 Refunds in other cases

Outside the first-period satisfaction window described in Section 3.2, subscription fees paid for the current or prior periods are non-refundable. This includes the case where you cancel on day fifteen (15) of a thirty-day period. the remaining fifteen days are not pro-rated.

If the monitoring service is unavailable to you for more than twenty-four (24) cumulative hours in any single billing period due to a failure on our side (and not due to an upstream chain outage, an event that we have publicly acknowledged on our status page as out of our control, or your own acceptable-use violation), we will credit you one (1) month of free service or, at your option, refund a pro-rated portion of the affected period.

4. Promotional and referral purchases

Promotional discounts and referral code discounts reduce the price payable for a scan or subscription but do not change your refund rights. Refunds on discounted purchases will be calculated against the amount you actually paid, not the list price.

Where a refund is issued on a referral purchase, any commission that would otherwise have been earned by the referring partner is either not paid (if the commission has not yet been disbursed) or is clawed back from the partner’s pending commission balance (if already accrued). Partners are notified of any claw-back through the partner dashboard.

5. What does not qualify for a refund

To set expectations clearly, the following situations are not eligible for a refund:

• You disagree with the score or the findings. Scores and findings reflect our analysis of the code you submitted. You are free to disagree, and we welcome feedback that helps us improve, but disagreement is not a basis for a refund of a delivered report.
• You incurred losses by transacting with a contract we scanned. As stated in Section 8 of the Terms of Service and the Audit Disclaimer embedded in every report, our Service is a code-analysis tool and not investment advice. Losses caused by your decision to transact with a contract, by a subsequent proxy upgrade, by owner action, by off-chain dependencies, by market volatility, or by factors outside the submitted code are not GhostLabs’ responsibility and are not grounds for a refund.
• The contract was exploited after the scan. No static or AI-assisted analysis can guarantee a contract is free of exploitable defects. A subsequent exploit, even of a scan target that received a high score, is not itself evidence that the scan was defective. We review any flagged post-exploit case constructively and may voluntarily issue a credit or complimentary re-audit, but this is discretionary.
• You submitted a contract you did not understand. Scan outputs describe the submitted code. They do not translate your intent, your commercial expectations, or your legal obligations into code. If the contract did not do what you hoped it would do, that is not a defect in our analysis.
• You submitted the wrong contract. If you submit the wrong contract address or chain and the scan runs successfully against that target, the scan is considered delivered. We will, as a courtesy, offer a discounted re-scan on the correct target if you notify us within forty-eight (48) hours.
• Chargebacks filed without first contacting us. If you file a payment dispute (chargeback) through your card issuer without first contacting us at admin@ghostlabs.asia and giving us an opportunity to resolve the issue, the account may be suspended and no further refund consideration will be offered. If the chargeback is resolved in GhostLabs’ favor, you remain responsible for any fees.
• Cryptocurrency refunds. Payments made in cryptocurrency are refundable in the same cryptocurrency and on the same network, where we can return funds to the originating wallet. The refunded amount is the amount we received, net of any gas fees we paid on inflow. We are not responsible for exchange-rate variation between the purchase date and the refund date.

6. How to request a refund

To request a refund, email admin@ghostlabs.asia from the email address associated with the purchase, and include:

• The scan ID or subscription ID (found in your receipt or account dashboard)
• The date of purchase
• A brief description of why you are requesting a refund

We will acknowledge your request within two (2) business days and will reach a decision within ten (10) business days of receiving enough information to do so. Approved refunds are returned to the original payment method or originating wallet. Bank or card refunds may take five (5) to ten (10) additional business days to appear on your statement.

7. Statutory rights

Nothing in this Refund Policy limits any statutory rights you may have under consumer protection law, including (where applicable) the right of withdrawal under the EU Consumer Rights Directive and the UK Consumer Rights Act, the right to a remedy for services that are not performed with reasonable care and skill, and equivalent rights under the laws of your jurisdiction. Where this Policy is more generous than the applicable statutory minimum, this Policy applies.

EU and UK 14-day right of withdrawal. Under the EU Consumer Rights Directive and the UK Consumer Rights Act, consumers ordinarily have a 14-day right to withdraw from a distance contract for services. By purchasing a scan from GhostLabs and requesting that the scan be performed immediately, you expressly consent to performance of the service during the 14-day withdrawal period and acknowledge that you will lose your right of withdrawal once the service has been fully performed. Where the service has not yet been fully performed, you retain the right of withdrawal and will be charged only for the portion of the service actually performed before your withdrawal notice.

8. Changes to this Policy

We may update this Refund Policy. Material changes will be notified to you by email or by a prominent notice on the Service at least thirty (30) days before the change takes effect. Purchases made before the effective date of a change are governed by the version of this Policy that applied at the time of purchase.

9. Contact

Questions about this Refund Policy, or specific refund requests, should be sent to admin@ghostlabs.asia.