The short version
All sales of digital products from Tracene Labs are final. We do not provide refunds for digital products once delivery has begun, with limited exceptions for legitimate technical issues that prevent you from accessing or using your purchase.
This policy is described in full below. If you have a question about a specific purchase, email hello@tracenelabs.com.
Why digital products are non-refundable
Unlike physical goods, digital products cannot be “returned” in any meaningful sense — once a buyer has downloaded the files, the goods remain with them regardless of whether the payment is refunded. To prevent abuse and keep prices fair for legitimate buyers, we treat all digital product sales as final.
By completing your purchase, you acknowledge that you are receiving immediate access to downloadable digital content and that, where the EU or UK statutory right of withdrawal would otherwise apply, you expressly waive this right by accepting delivery.
When we make exceptions: technical issues
We make exceptions for legitimate technical problems that prevent you from accessing or using your purchase. Examples:
- The download link in your receipt is broken or does not deliver the file;
- The file you received is corrupted or unreadable;
- You did not receive a receipt or download link after a successful payment.
If any of these happens to you, contact hello@tracenelabs.com within fourteen (14) days of purchase. Include your order number (from the receipt) and a description of the issue. We will resolve it — typically by providing an alternative download method.
In the rare case where a technical issue cannot be resolved, we may offer a full refund at our discretion.
Duplicate or erroneous purchases
If you accidentally purchase the same product twice, or you bought the wrong product (for example, the standalone Handbook when you intended the Bundle), contact hello@tracenelabs.com within seven (7) days. We will work with you to correct the order — typically by refunding the duplicate or providing the difference in product credit.
EU and UK consumers
Under EU consumer protection law and the UK Consumer Contracts Regulations, you ordinarily have a fourteen-day right to withdraw from a distance purchase. This right does not apply to digital content whose performance has begun with your express prior consent and acknowledgment that you lose the right of withdrawal.
When you complete a purchase on tracenelabs.com, you are presented with — and must check — a consent box acknowledging:
- That you wish to begin downloading the digital content immediately, before the fourteen-day withdrawal period expires;
- That you understand this waives your statutory right of withdrawal once the download has been delivered.
If you did not see or check this consent box and you are in the EU/UK, contact us at hello@tracenelabs.com within fourteen (14) days and we will honor your withdrawal right.
How refunds are processed
Where a refund is granted under this policy, it is processed by Lemon Squeezy Inc. — our payment processor and merchant of record — to the original payment method. Refunds typically appear in your account within five to ten (5–10) business days, depending on your card issuer or payment provider.
Note that any taxes, currency conversion fees, or other charges levied by your bank may not be refunded by your bank even when the principal amount is refunded by us. These are outside our control.
Chargebacks: please email us first
If you have any concern about a purchase, please contact us first at hello@tracenelabs.com. We will work in good faith to resolve the issue.
Initiating a credit card chargeback before contacting us — particularly on a digital product where you have downloaded the content — may be considered a violation of our Terms of Service. We reserve the right to dispute fraudulent chargebacks and to provide evidence of delivery and acceptance to the relevant payment networks.
If you have a legitimate complaint, the resolution path is to email us first.
Consulting services
This policy applies to digital products purchased through tracenelabs.com. Refund and cancellation terms for consulting engagements are governed by the separate signed agreement covering that engagement and are not subject to this policy.
Changes to this policy
We may update this Refund Policy from time to time. When we make material changes, we will update the “Last updated” date at the top of this page. The policy in effect at the time of your purchase governs that purchase.
Contact us
For refund requests, technical issues, or questions about this policy, email hello@tracenelabs.com. We typically respond within one business day.