Refund and cancellation policy
Plain terms on cancelling, what you get back at each stage, and what happens if we do not deliver what we agreed.
1. Before testing begins
Full refund, no questions. You may cancel at any time before we start testing and receive a complete refund of anything paid, processed within 14 days. Email hello@europeplabs.com and it is done.
2. Statutory withdrawal right for consumers
If you are a consumer contracting at a distance, Directive 2011/83/EU gives you 14 days from conclusion of the contract to withdraw without giving a reason. To withdraw, tell us in a clear statement — an email to hello@europeplabs.com is sufficient.
If you asked us to begin performance during the withdrawal period and then withdraw, you owe an amount proportionate to what was performed before you told us. If performance had not begun, you owe nothing. Refunds are made using the same payment method you used, within 14 days of us receiving your notice.
Note that this right is a consumer protection. Most of our engagements are with businesses, where it does not apply — but sections 1, 3, 4 and 5 apply to everyone.
3. Cancelling mid-engagement
Once testing has begun, you may still cancel. You pay for work properly performed up to the date of cancellation, and the balance is refunded. To keep this predictable rather than a negotiation:
| Cancelled at | You pay | You receive |
|---|---|---|
| Before kick-off | Nothing | Full refund |
| During the automated pass (days 1–2) | 25% of the fee | Balance refunded, plus the raw scan output |
| During the manual pass (days 3–6) | 60% of the fee | Balance refunded, plus findings gathered to date |
| After the report is delivered | Full fee | The complete deliverable |
4. If we do not deliver what we agreed
If the deliverable does not match the scope in the accepted quote, tell us within 14 days of delivery, identifying what is missing or wrong. Then, at your choice:
- We correct it at no charge, within 10 working days; or
- We refund the portion of the fee attributable to the part not delivered; or
- Where the deliverable as a whole is unusable for the purpose set out in the quote, we refund the engagement in full.
This is in addition to, and does not limit, your statutory rights.
5. Incorrect findings
If a finding in your report is factually wrong, tell us and we will verify it. If we agree, we correct the report and reissue it at no charge. If we disagree, we will explain our reasoning with reference to the relevant success criterion so you can make an informed decision. A disagreement about professional judgement is not in itself a ground for refund, but we will always show our working.
6. If we cancel
We may cancel an engagement if we cannot obtain the access needed to perform it, if an invoice remains unpaid more than 30 days after its due date, or if performing the work would require us to act unlawfully or unethically. If we cancel for any reason other than your non-payment or non-cooperation, you receive a full refund of any amount paid for work not performed.
7. How refunds are made
Refunds go back by the same route the payment came in, normally SEPA bank transfer, within 14 days of the refund being agreed. We do not charge a processing or administration fee on refunds. Where VAT was charged, it is refunded proportionately.
8. How to request a cancellation or refund
Email hello@europeplabs.com with your organisation name, the quote or invoice reference, and what you are asking for. We acknowledge within one business day and resolve within 14 days. If you are not satisfied with the outcome, the dispute provisions in our terms of service apply.
Questions about this document? Email privacy@europeplabs.com. Our full company details are on the legal notice.