Refund Policy

Effective October 17, 2026 · Operated by Physica Lab

The short version. If Physica Lab is not right for you, ask for a refund within 14 days of your purchase and we will refund it in full — even if you have already used the material. Email us with your order reference and we will action it. No forms, no argument.

1. Our refund promise

We want you to buy with confidence. For a first purchase of any individual plan, you may request a full refund within 14 days of the payment date. You do not have to give a reason, and having used the simulations, downloads or AI tutor does not disqualify you.

2. Your statutory right of withdrawal

If you are a consumer in the European Union, the United Kingdom, or another jurisdiction with equivalent rules, you generally have a right to withdraw from a distance purchase within 14 days without giving a reason.

For digital content supplied immediately, that right can be lost once supply has begun with your consent and acknowledgement. We do not rely on that exception: the promise in section 1 applies whether or not you have started using the material. Where local law gives you a longer period or stronger rights, those rights apply in addition to this policy.

3. How to request a refund

Email the support address at the bottom of this page from the address on your account.
Include your order reference (it begins with PL-) and, if you have it, the Creem receipt number.
Tell us briefly what went wrong — optional, but it helps us fix things.

We reply within 2 business days. Approved refunds are issued through Creem back to your original payment method. Creem typically completes the refund within 5–10 business days; your bank may then take a few more days to post it. We cannot refund to a different card or account.

4. What we cannot refund

Requests after 14 days, except where the law requires it or where we failed to deliver what you paid for.
Repeat purchases of the same plan made after an earlier refund of that plan — the 14-day promise applies to a first purchase of each plan.
Currency conversion and foreign transaction fees charged by your bank or card issuer. These are outside our control and are not returned to us.
Amounts already refunded or reversed through a chargeback or payment dispute.

5. If something is broken

A simulation that will not load on a supported browser, a download that fails, or paid features that stay locked are our problem to fix, not yours to absorb — regardless of the 14-day window. Contact us with your browser and operating system and we will either fix it or refund you.

6. Classroom and institutional licences

Classroom licences follow the same 14-day promise. Because they cover multiple seats, we may ask for the institution name and the number of seats in use before processing, so that we can deactivate the licence cleanly. Partial refunds for unused seats are available on a pro-rata basis at our discretion after the 14-day window.

7. Cancellation and renewal

You can cancel at any time from your account page — no email and no phone call required. Cancelling stops future renewals. Your access continues until the end of the period you have already paid for, and nothing further is charged.

If you cancel during the 3-day trial, the trial simply ends and the first monthly charge never happens. The $0.99 trial fee is not refunded once the trial has begun, because access was provided.

A refund ends access to the paid features immediately, including the remainder of any period already paid for. Work you saved to your account is not deleted — you can export it at /api/auth/export before or after a refund.

Renewal charges are refundable within 7 days of the charge, provided the paid features have not been used in that period. This is separate from, and shorter than, the 14-day window on a first subscription.

8. Duplicate or unrecognised charges

If you see two charges for one purchase, or a charge you do not recognise, contact us before contacting your bank. Renewal charges are the most common cause of a charge you have forgotten about — if you cancelled, tell us the date and we will check whether the cancellation landed before the renewal. Duplicates are usually an authorisation hold that drops off by itself, and we can confirm what happened and refund a genuine duplicate immediately. Your Creem receipt — sent to your email at the time of each charge — shows exactly what was charged and by whom.

9. Chargebacks

A chargeback is slower for you than asking us, and it usually costs more in time than it recovers. Please email us first; we will almost always resolve it the same week. If a chargeback is filed, the associated access is suspended while the dispute is open and restored if the dispute is resolved in your favour.

10. Who processes the refund

Creem is our merchant of record and is the entity that took your payment, so Creem issues the refund on our instruction. You may also contact Creem directly through the link on your receipt; they will route the request to us. See our Terms of Service for how subscriptions are structured, our Acceptable Use Policy for what the AI tutor may be used for, and our Privacy Policy for how order data is handled.