Help when something doesn’t work.

Updated October 5, 2026 · Applies to purchases when checkout opens.

Our voluntary 14-day technical-problem policy

If Ephemeris Lab does not work as described on a system that meets the published requirements for your purchased version, report the problem within 14 calendar days of purchase. We will work with you on reasonable troubleshooting. If we cannot resolve the problem within a reasonable time, we will refund the affected license purchase.

The deadline is for reporting the problem. A request reported in time remains eligible while we investigate, even if troubleshooting continues beyond day 14.

For this voluntary policy, the purchase date is the confirmed payment date on your receipt, rather than the date you first opened checkout or installed the app.

The same policy applies to connected and fully offline computers. You do not need to connect an offline computer to request or receive an eligible refund.

We aim to reply within two business days, excluding weekends and United States federal holidays. For an eligible technical problem reported in time, we will resolve it or offer a full refund within ten business days of your report unless you agree to more troubleshooting time. Tell us the steps, error message, app version and operating system; use fictional or anonymized example data if needed. We will not require a private client chart, an internet connection from the affected computer, or proof of online deactivation.

Change of mind

We do not offer change-of-mind refunds after the software or license key has been delivered, including during the first 14 days. This includes no longer needing the app or preferring another product, subject to the consumer rights below. Review the features, the price and license coverage, and the system requirements before purchasing. Ask us if you are unsure whether it fits your needs.

Your consumer rights

This policy does not affect statutory rights or remedies for software that is not delivered, is defective or does not conform to its description. The 14-day reporting window and change-of-mind exclusion do not limit rights or refunds required by applicable law, the payment provider or payment-network rules.

Where a statutory withdrawal period applies to digital content, it is lost only when the applicable legal conditions are met, including any required express consent to immediate delivery, acknowledgement of the loss of the withdrawal right, and confirmation you can keep. This policy alone does not waive that right.

How to get help

Email hi@ephemerislab.app with your order reference, purchase email and a description of the issue. For technical problems, include your app version and operating system. Do not include payment-card details or private client charts.

Contact us about duplicate or incorrect charges and missing delivery as well. We will investigate and arrange any remedy you are entitled to; those requests are not restricted to the technical-problem reporting window.

Managed Payments purchases are sold through Link. You may also contact Link support using your receipt. Its refund policy takes precedence where it provides more generous rights. Stripe may issue refunds within 60 days of the completed transaction for qualifying issues such as missing delivery, damaged software or a product significantly different from its description. This is separate from our voluntary 14-day policy; it is not an unconditional 60-day change-of-mind guarantee.

Approved refunds

The payment provider processes approved refunds. The payment method and your bank determine when the money appears. A confirmed full refund of your license purchase ends the right to use that license: remove it from your computers and stop using its paid features. Partial goodwill refunds and tax adjustments do not withdraw the license. Your existing chart data remains yours to read and export. Staying offline does not preserve the right to use a fully refunded license.