Effective date: October 9, 2026
Last updated: October 19, 2026
Introduction
Effective October 9, 2026. VisoLab is sold and billed by MLo Labs Inc., 51 E. Liberty St, Toronto, ON M6K 3P8, 416-268-5004, support@visolab.io. Charges appear as MLOLABS*VISOLAB. Payments and refunds go through our payment processor, Airwallex.
What Ontario law won't let us waive. Whatever this policy says, Ontario consumers keep these rights:
- CPA 2002 s.7(1): statutory rights apply despite any waiver.
- s.9: services must be of reasonably acceptable quality.
- ss.38–40 (internet agreements): if we didn't give the required disclosure before purchase, the consumer may cancel within 7 days after receiving the copy of the agreement. If we didn't send a copy within 30 days, they may cancel within 30 days.
- s.96 and O. Reg. 17/05 s.79: after a valid cancellation we must refund within 15 days.
- s.99: if we don't refund, the consumer may ask their card issuer to reverse the charge.
- s.7(2): a consumer can't be forced into arbitration instead of the Superior Court.
- s.8: a consumer can't be stopped from joining a class proceeding.
- s.11: ambiguous terms are read in the consumer's favour.
1. Cancelling a plan
1.1 How. Billing → Cancel at period end, or email support@visolab.io from your account email with "Cancel" in the subject. You don't need to give a reason, and there's no fee.
1.2 When it takes effect. Cancelling stops all future renewals right away. Your plan, and its monthly credit resets, continue until the end of the period you've paid for. Then your account moves to the Free plan.
1.3 Confirmation. We email you to confirm the cancellation and the date your access ends.
1.4 Reminders. For annual plans, we email you at least 30 days before each renewal. For monthly plans, we email you once a year with your price, renewal schedule and how to cancel.
2. Plan refunds (our money-back window)
2.1 The rule. A new monthly or annual plan is refundable in full, tax included, if you ask within 7 days of the charge and you haven't used any credits from that plan. Signing in, browsing, opening the studio and checking credit costs don't count as use. Running any generation (except one that failed through our error) does.
2.2 How to ask. Email support@visolab.io from your account email with "Refund" in the subject. If you qualify, we refund and end the plan right away, and your account moves to the Free plan.
2.3 First plan only. The plan refund in 2.1 is available once per account, for the first paid plan purchase on that account: the first time the account buys any paid plan, monthly or annual. Later plan purchases aren't eligible, including a new subscription after cancelling, a switch between monthly and annual, an upgrade, and renewals. Credit packs aren't affected by this limit: each pack is judged on its own under section 3.
2.4 Processing fee. From a refund under 2.1 or 3.2, we deduct up to 6% of the amount paid to cover payment-processing costs we can't recover when a payment is refunded (card network and processor fees, and currency conversion). We tell you the exact amount before we issue the refund. This fee is shown at checkout before you pay. We never deduct it from:
- a cancellation or refund the law requires, including under Ontario's Consumer Protection Act, 2002 (ss.40 and 96) and Quebec consumer law
- a charge you reverse through your card issuer under s.99 of that Act
- refunds for our errors, duplicate charges, or charges after a confirmed cancellation (section 4)
- refunds when we end the Service or close your account without cause (section 5)
None of this limits rights that can't be waived (CPA s.7).
2.5 Renewals. Once a renewal charge has gone through, including an annual renewal, it isn't refundable, except under sections 4, 5 and 6. To avoid it, cancel before the renewal date. We remind annual subscribers at least 30 days ahead, and monthly subscribers once a year.
2.6 Upgrades and downgrades. Terms s.6.7 explains how upgrades and downgrades are billed. An upgrade refunds the unused part of your old plan automatically. A downgrade or cancellation doesn't refund the rest of the current period.
3. Credit packs
3.1 Packs are sold only to customers on an active paid plan. They expire 90 days after purchase. Packs bought before October 9, 2026 don't expire.
3.2 Each pack is refundable, tax included and less the processing fee in 2.4, if you ask within 7 days of buying it and none of that pack's credits have been used. Once any of them are used, that pack is non-refundable. The first-plan-only limit in 2.3 doesn't apply to packs.
3.3 Credits are a usage allowance, not money. They have no cash value and can't be transferred or exchanged. Unused or expired credits aren't paid out, except as this policy or the law says.
4. Our mistakes, at no cost to you
We refund in full, with no fee, for:
- duplicate charges
- charges after a confirmed cancellation
- billing errors
- a material outage that kept you from using the Service for most of a billing period (refunded pro rata)
Credits spent on generations that fail because of an error on our side or the provider's go back to your balance.
5. When we end the Service or your account
- We discontinue the Service, or close your account without cause: we refund the unused part of any prepaid period, plus unused and unexpired pack credits.
- We close your account for a serious breach of the Terms or the Acceptable Use Policy: no refund, except where the law requires one.
6. Your legal rights come first
Consumer law where you live may give you rights to cancel or get a refund that this policy can't take away. For example:
- Ontario's Consumer Protection Act, 2002, including the right to cancel an internet agreement if we didn't give the required information or a copy of the agreement, and the right to ask your card issuer to reverse a charge if we don't refund within 15 days of a valid cancellation
- Quebec's Consumer Protection Act
Where those rights apply, we follow them, and no fee is deducted.
7. How refunds are paid
We refund to the original payment method through Airwallex, in the original currency, within 5 business days of approval and never later than 15 days after a cancellation the law requires. Your bank may take 5–10 business days to show it. If you paid in another currency, the amount your bank credits may differ because of exchange rates. We issue a tax credit note for any GST/HST refunded.
8. Before you dispute a charge
Email support@visolab.io first. We reply within 2 business days. If you dispute a charge you authorized, we may pause the account while the dispute is open. That doesn't apply where you are using a legal right to reverse a charge.