Refund & Cancellation Policy

Last updated: June 3, 2026

1. Overview

Burrowlab sells download credits — a digital, non-physical, instantly-delivered consumable. Credits added to your account never expire and are spent as you download the fonts and assets you create.

This page explains when you can request a refund of a credit purchase, when the right of withdrawal does and does not apply, and how to contact us.

2. EU consumers — 14-day right of withdrawal

If you are a consumer with residence in the European Union, you have a statutory right of withdrawal within 14 days from the date of purchase, under EU Directive 2011/83/EU on consumer rights.

The right of withdrawal applies only if you have not consumed any of the credits you purchased. Per article 16(m) of the directive, the right lapses for digital content once supply has begun with the consumer's prior express consent — in our case, the moment your first download after purchase debits a credit from the purchased balance, you have used the service and the withdrawal right ceases for that purchase.

In practice:

• Eligible for refund: you bought credits and have not downloaded anything that debited those credits (your monthly free credits don't count — those are not part of the purchased balance).
• Not eligible: you have already downloaded a font (or any other paid artifact) that consumed at least one of the purchased credits.

3. How to request a refund

Send an email to hi@burrowlab.com within the 14-day window, including:

• The email address on your Burrowlab account
• The Lemon Squeezy order number from your purchase receipt
• The reason for withdrawal (not strictly required, but helps us improve)

We aim to confirm receipt within two business days and to issue the refund within fourteen days of confirming eligibility. Refunds are returned to the original payment method via our payment processor, Lemon Squeezy.

4. Goodwill refunds outside the 14-day window

We may, at our discretion, process refunds outside the statutory window for cases where the service did not work as advertised — for example, a download artifact that the system failed to produce despite the credit being debited. Reach out via the same email above and describe what happened. Such requests are reviewed individually.

5. Subscriptions

Burrowlab does not currently offer paid subscriptions. If we introduce them in the future, the cancellation and refund rules will be set out in the order confirmation and the updated version of this page.

6. Chargebacks

If you believe a charge on your statement is incorrect, please contact us before initiating a chargeback through your bank or card issuer. We can usually resolve mistaken charges directly in less time than a chargeback process takes.

7. Changes to this policy

We may update this policy from time to time. Material changes are dated at the top of this page. Continued use of Burrowlab after a change constitutes acceptance of the updated policy for purchases made after that date.

8. Contact

Questions? Email hi@burrowlab.com or use the contact form in the Impressum.