Hoshiro Labs Refund & Cancellation Policy

1. Scope

This Policy applies to direct purchases from Hoshiro Labs, including Hoshiro ARC reports, subscriptions and remediation services, unless a specific order, proposal or Statement of Work states different terms. Nothing in this Policy limits rights or remedies that cannot lawfully be excluded under applicable consumer law.

2. ARC Report purchases

The ARC Report is an automated digital diagnostic product. If Hoshiro is unable to successfully generate and make the purchased report available because of a failure in Hoshiro's service, you may request a refund or, where reasonable, a replacement/re-run. Once a purchased ARC Report has been successfully generated and made available to the customer, the report fee is generally non-refundable because the digital analysis has been performed and delivered, except where mandatory law requires otherwise. A report being marked Outdated after 30 days does not mean the original report was defective; it indicates that the assessment is no longer considered current because websites, methodology and external AI systems can change.

3. Duplicate or incorrect charges

If you believe you were charged twice, charged an incorrect amount, or charged after a payment failure, contact support@hoshirolabs.com with the relevant order reference. Do not send full payment-card numbers by email.

4. ARC Watch and other recurring subscriptions

You may cancel a recurring subscription at any time using the available account controls or by contacting support. Cancellation prevents the next renewal. Unless mandatory law or a specific plan states otherwise, the subscription remains active until the end of the current paid billing period and fees already charged for that period are not prorated. If Hoshiro materially fails to provide a paid subscription service for a significant portion of a billing period because of a problem within Hoshiro's control, Hoshiro may provide an appropriate credit, extension or refund depending on the circumstances.

5. ARC Advisory

ARC Advisory includes a service component and may involve scheduled human advisory time. Cancellation, rescheduling and refund terms may be supplemented by the applicable order or service agreement. Where no separate term applies, contact support as early as possible before a scheduled advisory session.

6. Remediation projects

Remediation work is governed by the accepted proposal or Statement of Work, including any commencement deposit, milestones, cancellation charges and treatment of work already performed. A remediation deposit is not automatically refundable merely because a customer later changes priorities after work or capacity commitment has begun. If Hoshiro cancels a remediation project without cause before delivering the paid work, Hoshiro will account for work completed and refund any amount that is properly refundable under the applicable Statement of Work and mandatory law.

7. Proposal expiry

Prepared remediation pricing is normally valid for 14 calendar days unless the proposal states otherwise. Expiry does not create a refund right because no remediation purchase occurs until the relevant commercial acceptance and payment steps are completed.

8. How to request a refund

Contact support@hoshirolabs.com and provide your account email, order reference, product or plan, and a short explanation of the issue. We may request reasonable information needed to verify the request.

9. Refund method and timing

Approved refunds are normally returned to the original payment method. Processing time depends on the payment provider and financial institution and may take several business days after Hoshiro initiates the refund.

10. Chargebacks

We encourage customers to contact support before initiating a payment dispute so that duplicate charges, failed delivery or account issues can be investigated promptly. This does not prevent you from exercising lawful rights through your bank or payment provider.

11. Contact

Refund and cancellation support: support@hoshirolabs.com. Legal enquiries: legal@hoshirolabs.com.