Refund policy

1. When you're entitled to a full refund

We offer a full refund of subscription fees in the following situations:

• The Service can't be installed on your machine. If, during the remote setup session, we determine that Laser Assistant cannot be made to work on your laser welder — whether due to model incompatibility, hardware constraints, or other technical reasons we couldn't anticipate from your signup information — we'll refund everything you paid.
• The Service is installed but fundamentally broken. If Laser Assistant installs but doesn't perform its core functions (voice commands, parameter changes, recipe loading) reliably enough to be usable, and our team cannot resolve it within reasonable diagnostic effort, we'll refund everything.
• You report a problem within 14 days of setup and we can't fix it. If you contact us within 14 days of your install session reporting that Laser Assistant isn't working acceptably for your real bench use, we'll work with you to fix it. If we can't, we'll refund your subscription.

2. Cancellation vs. refund

These are two different things:

• Cancellation — you can cancel your subscription anytime from your account portal. Your access continues until the end of your current billing period (annual or monthly). You're not charged the next renewal. This is not a refund — you keep what you paid for through the end of the term.
• Refund — we return money you've already paid. Governed by the conditions in Section 1.

3. When refunds are partial or not available

Refunds are not generally available in the following situations:

• You've been using Laser Assistant successfully for more than 14 days and now want to stop. Use cancellation instead.
• You changed your mind about needing voice control, without Laser Assistant having failed to perform.
• Your laser welder broke, was sold, or is no longer in service. Cancellation is the right path here, and your access continues through your billing period.
• You sold your business or transferred ownership. Contact us — we can usually transfer the subscription to the new owner instead.
• Monthly subscription mid-cycle refund — generally we don't prorate monthly subs. We will refund the most recent monthly charge if you're within the 14-day setup window described in Section 1.

4. Annual subscription refunds after the 14-day window

If you cancel an annual subscription after the 14-day setup window but before 30 days post-install, we may offer a prorated refund of the unused portion at our discretion. After 30 days, annual subscriptions are not refundable — but you keep access through the end of your paid term.

5. How to request a refund

Email hello@laserassistant.net or use the "Report an issue" button in your customer portal. Tell us:

• Your account number
• What's not working (be specific — we'd rather fix it than refund)
• What you've tried

We aim to respond within one business day. If we can fix it together, we will. If we agree on a refund, it's processed within 5–10 business days back to your original payment method.

6. Disputed charges

If you have a billing question or believe you were charged in error, please contact us first at billing@laserassistant.net. We can usually resolve billing issues faster than a credit card chargeback, and chargebacks complicate our ability to keep serving you.

7. Hardware returns

Headrests, the MSA and the pedal module can be returned within 30 days of delivery if unused and in their original condition; we refund the item price once it arrives back with us. Return shipping is paid by the buyer unless the item arrived damaged or we sent the wrong one. Because a Settings Sphere rests against the user's forehead, a Settings Sphere that has been used cannot be returned, except if it is defective. Original shipping charges, and any import duties paid on international orders, are not refundable.

8. Changes to this policy

We may update this policy occasionally. The version in effect at the time of your purchase governs that purchase. Material changes will be communicated by email to active subscribers.

9. Contact

Questions about refunds or billing: billing@laserassistant.net