Refund Policy

Last updated 2 August 2026

1. How to request a refund

Email info@impossible-labs.io from the address you used at checkout, or tell us the order number from your receipt. That is the whole procedure. There is no form.

We aim to reply within two working days. Once approved, the refund is issued through Stripe back to your original payment method. How quickly it appears is up to your bank or card issuer — usually a few working days, occasionally up to ten.

You can also ask Stripe directly. Your receipt comes from Link, Stripe's name for the service that sells to you on our behalf, and Link runs its own order history and support at link.com. Either route reaches a refund; emailing us is usually faster, because the decision is ours to make.

2. What happens to your access

When a refund is processed, access to the paid content ends. The free questions and the simulated cluster keep working, exactly as they do for anyone who has not bought.

3. Your statutory rights, and why we go further

As a consumer in the EU you normally have a 14-day right of withdrawal on distance contracts. For digital content supplied immediately, that right ends once supply has begun, provided you gave express prior consent to immediate supply and acknowledged losing the right of withdrawal — Article 6:230p under g of the Dutch Civil Code, implementing Article 16(m) of Directive 2011/83/EU. ClusterDrill is unlocked immediately after payment, so that exception would normally apply.

We do not rely on it. We offer the 14-day refund anyway, as a matter of policy, because we would rather you tried the product than hesitated over it. This policy is in addition to your statutory rights and does not limit them. Nothing here affects your rights if the product is faulty or not as described.

4. The free tier exists so you can check first

10 questions, one incident lab and the entire simulated cluster are available without an account and without payment. They are a fair sample of the paid content — the same format, the same depth. We would rather you spent ten minutes there before paying than requested a refund afterwards.

5. After 14 days

We do not refund as a matter of course after 14 days, because a 1-month access period is short and most of its value is delivered early. Exceptions we will always consider:

• Something is broken. If a fault prevented you from using what you paid for, tell us. We will fix it and extend your period, or refund you.
• Extended unavailability. If the service was down long enough to materially eat into your period, you can choose an extension or a proportionate refund.
• Duplicate or accidental purchase. Refunded in full, whenever you notice.
• An unauthorised payment on your card. Contact us — we will refund and help you sort it out.

6. Nothing renews

ClusterDrill is not a subscription. You are charged once for a 1-month period. No payment details are kept for reuse, nothing renews automatically, and there is no cancellation to remember — access simply ends. You will never receive a charge you did not deliberately make, so there is no "I forgot to cancel" refund to ask for.

7. Chargebacks

If you think something is wrong, please email us before contacting your bank. A chargeback costs us a fee and locks the payment in a dispute process that helps neither of us, when a refund takes one email and no argument.

8. Who processes the money

Stripe is the merchant of record for your purchase, through its Managed Payments service. On your statement it appears as LINK.COM* alongside our name. Stripe processes the refund. The decision to refund is ours, and this policy is what we apply.

One exception, and we would rather state it than have you discover it: as merchant of record, Stripe can also issue a refund on its own initiative within 60 days of the purchase — for example where a customer has raised a payment dispute with them directly. When that happens, access to the paid content ends in the same way as any other refund.

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