Refund Policy

Overview

This policy covers refund and billing terms for all NotchBio users. It is divided into sections for individual Lab users and Core Facility organizations because these user types have different billing models.

• Individual Lab users: Subscription plans and credit purchases, with a 14-day refund guarantee.
• Core Facilities / organizations: Metered usage billing based on active samples, analysis runs, compute, and/or custom agreements.
• Custom agreements: Enterprise, institutional, or Core Facility order forms may override this public policy where they conflict.

Individual Lab user refunds

• You may request a full refund for any eligible subscription charge or credit purchase within 14 days of the payment date, for any reason, no questions asked.
• There are no usage requirements and no minimum thresholds within the 14-day window.
• If credits were included in the refunded purchase, those credits are removed from your account balance.
• No prorated refunds are offered for partial billing periods. When you cancel, you retain full access until the end of your current billing cycle. No further charges will be made after that.
• You can still request a full refund within 14 days of the last charge.

Core Facility and organization billing

• Core Facilities use organization-level metered billing.
• Pricing may be custom and may be based on active samples, analysis runs, compute, selected services, or a written agreement.
• Usage may be grouped into weekly invoices and charge attempts.
• Storage is free unless separately agreed in writing.
• Compute, analysis, and service usage may be billable once started.
• Paddle may process billing, invoices, taxes, and refunds.

Metered usage and weekly invoices

• Core Facility usage is tracked per active sample and analysis run.
• Pending usage is grouped into weekly invoices.
• Invoice charges may include samples, analysis runs, compute, and other agreed services.
• Credits or usage adjustments may appear as account credit rather than cash refund, depending on agreement.

Pending usage and voided projects

• If a Facility voids a submitted project before analysis starts, pending usage may be released and not billed.
• If analysis or compute has already started, usage may be billable.
• If a project is submitted with wrong data and not voided before analysis starts, the Facility is responsible for the resulting usage.

Failed runs, aborted runs, and platform errors

A refund or credit may be available if:

• A verified NotchBio platform error caused the failure.
• Infrastructure failure under NotchBio's control prevented job completion.
• A job failed due to a NotchBio system issue (not user data or configuration).
• A duplicate billing line was created.
• A usage line was incorrectly recorded.

A refund or credit may not be available if:

• Wrong FASTQ/source files were uploaded.
• Wrong metadata, grouping, or comparisons were configured.
• Wrong recipients were selected.
• Poor-quality sequencing data caused the failure.
• A third-party import issue outside NotchBio's control occurred (expired BaseSpace/Box tokens, external file deleted/moved).
• A user cancelled after compute had started.
• A Facility submitted a project by mistake.

Included analysis runs

• Delivered core projects include 5 shared customer analysis runs.
• Runs are shared across all recipients of the same delivered project.
• Runs may be restored only for verified NotchBio platform errors.
• Runs are not restored for user/facility error, bad input data, wrong metadata, wrong files, or poor-quality source data.
• Once all included runs are consumed, additional analysis may require paid usage.

Completed deliveries

• Delivery is completed when the owner recipient accepts the project or when analysis begins, whichever comes first.
• Completed deliveries are generally not refundable.
• Compute used after delivery is generally billable.

Processing refunds through Paddle

Payments and refunds are processed by our merchant of record, Paddle. Once requested, refunds are typically returned within 5–10 business days to the original payment method (timing may vary by payment provider). Paddle may also process organization invoices, taxes, and charge attempts. Credits or usage adjustments may appear as account credit rather than cash refund, depending on agreement.

How to request a refund or invoice review

Contact us through the in-app Contact form (Settings → Contact Us) or email contact@updates.notchbio.app . We aim to respond within one business day.

For Lab users, include:

• Your account email.
• The charge date.
• A brief description (optional).

For Core Facilities, include:

• Organization name.
• Invoice number.
• Usage week.
• Project ID or name.
• Usage line being disputed.
• Reason (failed run, voided project, wrong charge, duplicate usage, etc.).

Core Facilities should dispute invoice issues within 14 days of the invoice date. NotchBio may issue a correction, credit, voided line, rerun, or refund as appropriate.

Cancellation and data retention

• After cancellation, Lab subscriptions remain active until the end of the current billing period.
• Lab user data is retained according to the plan's retention window. Final results (plots, CSVs, tables) remain available for download; raw and intermediate files are cleaned up after the retention period.
• For Core Facilities, data retention depends on the organization's plan, account type, or written agreement.
• Facility source files remain in the Facility Volume until deleted by a facility admin or in accordance with the retention agreement.
• Deletion of Facility source files may impact delivered Lab projects.

Custom agreements

Enterprise, institutional, Core Facility, or custom order forms override this public refund policy where they conflict. Custom pricing, billing schedules, and negotiated terms take precedence.