What happens when an order doesn't work out.

1. Who this policy covers

This policy applies to paid orders placed by business customers on autolab.qbraxo.com for the AutoLab list-cleaning service. AutoLab is intended for business customers. Mandatory statutory rights that apply in a particular jurisdiction are not limited by this policy.

2. Automatic full refund — file rejected before processing

If your uploaded CSV fails our published schema, safety or size checks, the order is rejected before any processing begins. In that case:

• you receive a written explanation of the specific check that failed;
• you may submit a corrected file within 7 days without an extra charge, or
• you may request a full refund of the paid amount. The refund is issued to the original payment method.

No manual claim is needed for a rejected file: our reply already includes the refund option.

3. Full refund — non-delivery

AutoLab targets delivery within two working days after your file is accepted (see Terms §6). This is a target, not a service-level agreement, so a routine one-day delay does not trigger a refund on its own.

You are entitled to a full refund if AutoLab has not delivered the three artefacts (cleaned CSV, report, audit manifest) within 10 working days of file acceptance and the delay is not caused by clarifications requested from you.

4. Free reprocessing — verifiable defect in the output

If, within 14 days of delivery, you identify a verifiable defect in the cleaned CSV, report or manifest (for example: broken audit manifest, invalid CSV encoding, missing declared columns, classification rules not applied as documented), AutoLab will reprocess the same accepted file at no extra cost and reissue the three artefacts.

Reprocessing is the preferred remedy for verifiable defects. If a second reprocessing does not resolve the same verifiable defect, or if you decline reprocessing after the first attempt, you may request a full refund under §5.

5. Refund on request — after reprocessing fails

When §4 has been offered and the verifiable defect remains after one reprocessing (or you decline reprocessing in writing), you may claim a full refund of the paid amount within 14 days of the second delivery or your written decline.

Requests are handled by written reply within 5 working days. Once approved, refunds reach the original payment method within 10 working days, subject to the processing time of your card issuer or bank.

6. What is not refundable

The following are outside the scope of this policy and do not give rise to a refund:

• sales, meeting or conversion outcomes — AutoLab does not warrant commercial results;
• disagreement with a documented, explainable prioritisation or classification decision;
• defects that trace back to inaccurate, incomplete or unlawfully obtained source data supplied by you;
• columns or workflows outside the published scope (contact sourcing, third-party enrichment, email verification, CRM integration);
• reprocessing after §4 has already been offered and completed successfully;
• orders where the file was never accepted for processing and the paid amount was already refunded under §2.

7. Order cancellation before payment

You can walk away from an open Checkout session at any time before payment is confirmed. No charge is created and no service is delivered, so no refund is needed. Reserved Early Access slots are released automatically after 30 minutes of inactivity.

8. Order cancellation after payment and before upload

You may cancel a paid order before uploading a file by writing to autolab@qbraxo.com within 24 hours of payment. In that window the full amount is refunded to the original payment method. After the file is uploaded and accepted for processing, this window closes and any refund follows §3, §4 or §5.

9. How to request a refund or reprocessing

Send an email to autolab@qbraxo.com from the same business email used to place the order, including:

• your AutoLab order ID (format ord_…);
• the section of this policy you are relying on (§2, §3, §4, §5 or §8);
• a short description of the observed problem and, where relevant, the specific rows, columns or manifest fields affected.

We will confirm receipt in writing and reply with a decision or a request for clarification within 5 working days.

10. Chargebacks and disputes

Please contact us first — we would rather issue a refund under this policy than face an unnecessary chargeback. A chargeback opened without a prior written request under §9 may be treated as a dispute and, where allowed, may be defended with the audit manifest and delivery evidence.

11. Records and data after a refund

Uploaded and generated files are deleted 24 hours after delivery, whether or not a refund is issued (see Terms §9). Minimum order, payment, refund and audit metadata is kept for as long as needed to meet legal and antifraud obligations.

12. Law and venue

This policy is governed by Spanish law. For B2B disputes, and where legally permitted, the intended venue is the courts of Benidorm, Spain, without prejudice to any mandatory jurisdiction rules for cross-border B2B customers.

13. Changes and contact

The version of this policy shown at checkout when you paid will apply to that order. Future changes are versioned by the "Last updated" date at the top. Questions can be sent to autolab@qbraxo.com.