Refund Policy

1. Commitment to Quality and Evaluation

At LabelPrime, we build robust, high-performance software designed to optimize e-commerce logistics. Because software environments differ (browsers, operating systems, printer drivers), we highly encourage all prospective users to thoroughly evaluate our tools using the free tier or any available free start before committing to a paid subscription.

By offering a free tier, we ensure that you can verify the compatibility of our WebAssembly parsing engine with your specific e-commerce platform outputs (Amazon Seller Flex, Flipkart Smart Fulfillment, Meesho, etc.) and your physical thermal printer hardware.

2. General Non-Refundable Policy for Digital Goods

LabelPrime is classified as a SaaS (Software as a Service) digital product. Upon successful payment for a premium subscription, your account is instantly provisioned with access to advanced algorithms, unlimited processing limits, and premium features (like Excel manifest generation and multi-variable sorting matrices).

Due to the immediate access to these digital goods and the inability to "return" software usage, all sales are generally considered final, and we do not offer refunds for "buyer's remorse" or failure to cancel a subscription before the renewal date.

3. Exceptional Circumstances for Refunds

While our general policy is strict, we maintain a commitment to fairness. We will process a full or partial refund under the following exceptional circumstances:

• Critical Technical Failure: If a core feature of the software (e.g., Amazon PDF cropping) completely fails to function as advertised on a supported browser (latest Chrome/Edge) and our engineering team cannot provide a workaround or deploy a fix within 5 business days of your detailed bug report.
• Billing Errors: In the rare event of a duplicate charge caused by our payment gateway, we will immediately refund the erroneous secondary transaction.
• Service Discontinuation: If LabelPrime ceases operations or permanently removes a critical feature that was heavily advertised during your time of purchase, a prorated refund will be issued for the remainder of your subscription term.

4. Exclusions (When Refunds Will Be Denied)

To maintain transparency, please note that refunds will be strictly denied in the following situations:

• Platform Changes: E-commerce giants (Amazon, Flipkart, etc.) frequently change the layout of their shipping PDFs without warning. If an e-commerce platform alters their PDF structure, our tool may temporarily fail to crop accurately. This is considered an external dependency failure, not a defect in our software. We actively monitor these changes and typically deploy algorithmic updates within 24-48 hours. Temporary downtime due to external PDF structure changes is not grounds for a refund.
• User Hardware Issues: Inability to print correctly due to faulty thermal printers, missing printer drivers, or incorrect operating system print spooler settings.
• Violation of Terms: Accounts suspended for violating our Terms of Service (e.g., attempting to reverse engineer the code or sharing credentials across multiple warehouse facilities).

5. Refund Request Procedure

If you believe your situation qualifies for a refund under our exceptional circumstances policy, please initiate a request by contacting our billing support team:

• Email: labelprime1@gmail.com
• Include your registered email address.
• Include your transaction ID or invoice number.
• Provide a detailed technical explanation of the issue, including screenshots or sample PDFs demonstrating the failure.

Our engineering and billing teams will review your case. If approved, the refund will be processed back to your original method of payment within 5 to 7 business days.