Refund Policy
Version 1.0.0 — Effective May 14, 2026
This Refund Policy explains how billing, refunds, and credits work for the VoiceLab Service operated by Modern Approach USA LLC, a New York limited liability company ("VoiceLab"). It is incorporated by reference into the VoiceLab Terms of Service.
Monthly subscription
Monthly plans renew automatically at the end of each billing period. You may cancel at any time from your account settings. Cancellation takes effect at the end of the then-current billing period, and you retain access until that date. We do not provide prorated refunds for partial months, except where required by applicable law.
Annual subscription
Annual plans include a 30-day money-back window measured from the start of the initial annual term. To qualify for a refund within this window you must demonstrate good-faith use of the Service (account configured, at least one assistant deployed, and reasonable evaluation activity logged). After the 30-day window, annual plan fees are non-refundable except as required by law. [ATTORNEY REVIEW REQUIRED — confirm "proof of good-faith use" framing is enforceable under New York General Business Law §349 and is not deemed a deceptive practice.]
Purchased credit packs
Plan credits that you have paid for are eligible for a prorated refund of the unused portion if you request it within 30 days of purchase. After 30 days, purchased credits are non-refundable in cash but never expire once paid for and remain available in your account. Bonus or promotional credits granted at no charge are not eligible for a refund and expire per the Terms of Service.
SLA service credits
If we fail to meet the 99.5% monthly uptime target stated in the SLA in the Terms of Service, you may request a service credit equal to 10% of that month's recurring fees. Requests must be sent to billing@voicelabnyc.com within 30 days after the end of the affected month. SLA credits are applied to your next invoice, are not redeemable for cash, and are your sole and exclusive remedy for downtime.
Disputed charges
If you believe a charge is incorrect, please contact billing@voicelabnyc.com first — most billing issues are resolved within 5 business days. You retain your full rights to dispute charges through your card network within the chargeback window provided by VISA, Mastercard, American Express, or Discover (generally 60 days from the statement date, subject to network rules). We will not penalize your account for exercising those rights, and we may contest invalid disputes through the network's standard process.
No refund for plan downgrades mid-cycle
If you downgrade your plan mid-billing-cycle, the change takes effect at the start of the next billing cycle. We do not refund the difference between the higher and lower plan for the remainder of the current cycle.
Auto-renewal disclosure
All VoiceLab subscriptions auto-renew until canceled. We disclose this clearly at signup, and your renewal dates are shown in your billing dashboard. To comply with New York General Business Law § 527-a, California's Automatic Renewal Law (Cal. Bus. & Prof. Code § 17600 et seq.), and similar statutes in other states:
- We provide a clear and conspicuous statement of the auto-renewal terms before you submit your initial order.
- You can cancel at any time from the Billing section of your account, with no phone call or email required.
- For annual plans, we send a renewal reminder email 30–45 days before the auto-renewal charge is processed — the minimum reminder window is the statutory floor under NY GBL § 527-a for service contracts of 12 months or more.
- If we materially change pricing or material terms, we provide notice before the change applies to your renewal.
[ATTORNEY REVIEW REQUIRED — confirm reminder cadence and disclosure copy meets NY GBL §527-a, CA ARL, and any 2026 state-law updates.]
Contact
For all refund and billing inquiries: billing@voicelabnyc.com. Include your account email and the invoice or charge ID. We aim to respond within 5 business days.
Modern Approach USA LLC — (written request to legal@voicelabnyc.com) billing@voicelabnyc.com