Refunds & Cancellation

Last updated September 8, 2026

This page explains how Spencer Labs Ltd. Co., trading as Spencer Labs, bills, how to cancel, and when a refund is and is not available. It applies to services purchased on spencerlabs.co. HostRev subscriptions are purchased at hostrev.co and are governed by the policy published on that site.

1. How billing works

Monthly subscriptions

Care Plans and Advisory Retainers are billed monthly in advance to the payment method on file. The first charge is taken when you start the plan, and each renewal is charged on the same day of the following month. Subscriptions renew automatically until cancelled.

The amount, the billing interval, and the renewal date are shown before you confirm the first payment, and a receipt is emailed for every charge.

One-time engagements

Strategy Sessions and Discovery & Scope engagements are charged once, in full, at the time of purchase. They are not subscriptions and will not recur.

Custom development

Custom builds are billed by milestone against a written quote you have approved. The first milestone is invoiced when the project begins; each subsequent milestone is invoiced once the previous deliverable is running and you have reviewed it. Invoices are due within 14 days of issue.

2. How to cancel

Email spencerlabsco@gmail.com from the address associated with your account and ask to cancel. No reason is required, there is no retention process, and there is no cancellation fee.

Cancellation requests are processed on the same business day they are received and confirmed to you in writing. If you also hold a card on file with us, it is removed at the same time.

Your service continues until the end of the billing period you have already paid for. It does not stop on the day you cancel.

3. Refunds

Monthly subscriptions

Subscription fees cover a period of service that has already been provided, so elapsed subscription time is not refunded. When you cancel, you keep access for the remainder of the current period and are not charged again.

If a renewal is charged after you have sent a cancellation request, that renewal is refunded in full. If a renewal is charged in error, or you are charged twice for the same period, that charge is refunded in full.

One-time engagements

Strategy Sessions and Discovery & Scope engagements are fully refundable at any point before work begins — that is, before the session takes place or before discovery interviews start. Once the work has begun, they are non-refundable, because the deliverable is the work itself.

If we cancel or cannot deliver a session, you receive a full refund or a rescheduled session, whichever you prefer. If you need to reschedule, tell us at least 24 hours before the session and there is no charge to do so.

Custom development

Each milestone is non-refundable once that milestone has been delivered, since the work is complete and the code has been handed to you. Milestones that have been invoiced but not yet started are refundable in full.

If you end a project mid-milestone, you are billed for the work completed to that point and refunded the balance, and we hand over everything built so far.

Setup and third-party costs

Setup fees are non-refundable once configuration work has started. Third-party costs already incurred on your behalf — hosting, domains, API usage, licences — are not refundable, because they have already been paid to the third party. Wherever possible we set these up on accounts you own so the cost and the control stay with you.

4. Refund timing

Approved refunds are issued to the original payment method within 5 business days. Depending on your bank, the funds typically appear on your statement within a further 5 to 10 business days. We cannot refund to a different card or account than the one used for the original payment.

5. If something goes wrong

If delivered work does not do what the approved scope said it would do, that is a defect, not a change request, and we correct it at no charge. Custom builds carry 30 days of no-charge defect corrections after final delivery, and Care Plans include defect corrections for as long as the plan is active.

If you believe you have been charged incorrectly, email us before opening a dispute with your bank. We will investigate and correct genuine billing errors in full, and we would rather resolve it directly and quickly than through a chargeback process that helps neither of us.

6. Contact

All billing, cancellation, and refund enquiries: spencerlabsco@gmail.com. We reply within 1 business day.

Spencer Labs Ltd. Co.
128 S 1st W St, Paris, ID 83261