Refund Policy

Last updated: August 15, 2026

This Refund Policy applies to purchases of digital products from castle11labs.com, operated by Castle 11 Labs, LLC ("Castle 11 Labs," "we," "us," or "our").

1. Try Before You Buy

Every product has a free 14-day trial: the full plugin on one machine, at no cost and without card details. The trial is how you find out whether a product is right for you, in your own sessions, before any money changes hands. It runs for 14 days and then stops. It cannot be renewed or extended.

Because the trial is there, we do not operate a general money-back window on purchases. Section 2 sets out when we do refund, and Section 6 sets out the statutory rights you have regardless of this policy.

2. When We Refund

We refund a purchase where the product does not conform to what we said it does: it will not activate, it will not run on a system we list as supported, or it does not do what our description says, and we cannot resolve the problem with you.

Email legal@castle11labs.com from the email address used at checkout (account or guest), and include your order receipt or the email address the purchase was made under. Tell us what is wrong. We aim to respond within a few business days.

3. How Refunds Are Paid

Refunds are issued in full to the original payment method through our payment processor, Stripe. Once we issue the refund, it typically appears on your statement within 5 to 10 business days, depending on your bank or card issuer. Prices are charged in U.S. dollars and we do not collect sales tax, VAT, or similar taxes at checkout, so a refund returns the full amount you were charged.

4. Effect of a Refund on Your License

A refund ends your license. When we issue a refund:

your license is revoked and all machine activations are deactivated;
your right to use the software terminates under the End User License Agreement; and
you must uninstall the software and delete all copies.

5. Outside This Policy

If something is wrong and it does not fall squarely within Section 2, contact us anyway at legal@castle11labs.com. We would rather fix the problem or make it right than hold you to the wording. This paragraph is not a contractual promise of a refund, and your statutory rights described in Section 6 always apply whatever we decide here.

6. Statutory Rights (Including EU and UK Consumers)

Nothing in this policy limits your statutory rights under the laws of the country where you live, including rights you may have if a digital product is faulty or does not conform to its description. Those rights sit alongside this policy. They are not replaced by it, and Sections 1 and 2 do not cut them down.

If you are a consumer in the EU or UK, you have a statutory right to withdraw from a purchase of digital content within 14 days. That right can be given up, but only where you expressly consent at checkout to delivery beginning immediately and acknowledge that consenting ends the right. We do not ask you for that consent, so you keep the right. If you are an EU or UK consumer, you may withdraw from a purchase within 14 days of making it, including after you have downloaded and activated the product, and we will refund you in full. Email legal@castle11labs.com and tell us you are withdrawing. A withdrawal ends your license on the terms in Section 4.

Everywhere else, the free 14-day trial in Section 1 is what stands in place of a money-back window. You run the full product in your own sessions, on your own machine, at no cost and without giving us card details, so the decision to buy is made after you have used the software rather than before.

7. Free Products and Beta Software

Free products, the waitlist, and beta software provided under the Castle 11 Labs Beta Software Agreement involve no payment, so no refunds apply to them.

8. Chargebacks and Abuse

If you have any issue with a charge, please contact us first. We can almost always resolve it faster than a chargeback. If a chargeback is filed on a purchase, the associated license is suspended while the dispute is open and revoked if the chargeback is upheld or found to be fraudulent. We may decline future purchases or refund requests where we reasonably determine the refund process is being abused (for example, repeated purchase-refund cycles of the same product).

9. Contact

Castle 11 Labs, LLC
169 Madison Ave, STE 58067
New York, NY 10016
legal@castle11labs.com