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Refund Policy

Last updated: March 2026

At CloudLabs Learning, we want you to be fully satisfied with your learning experience. Because our products are digital goods and remote services with immediate activation, our refund policy differs from physical products.

1. Virtual Labs (Digital Licenses)

Since our Virtual Lab licenses are delivered and activated immediately upon purchase, we generally do not offer refunds once the software has been accessed or used. However, we will gladly issue a refund within 14 days of purchase under the following conditions:

  • The license has not been activated, logged into, or used.
  • You accidentally purchased the same product twice.
  • There is a critical technical issue preventing you from using the software, and our technical support team is unable to resolve it within a reasonable timeframe.

2. Hybrid Labs (Session Passes)

Hybrid Lab Session Passes grant you real-time access to physical equipment. Due to the infrastructure costs involved in booking these sessions:

  • Used Sessions: No refunds are provided for sessions that have already been initiated or completed.
  • Unused Passes: If you purchased a Session Pass package and have not initiated any sessions, you may request a refund within 14 days of purchase.

3. Exceptional Circumstances

We understand that exceptions happen. If you believe your situation warrants a refund outside of these standard terms, please reach out to our support team. We review exceptional cases on an individual basis.

4. How to Request a Refund

To request a refund, please send an email to our support team containing:

  • Your full name and the email address used for the purchase.
  • Your Order Number or Transaction ID.
  • A brief explanation of why you are requesting a refund (with screenshots if reporting a technical issue).

5. Refund Processing Time

Once your refund request is approved, it will be processed through our original payment gateway (PayPal). Funds typically return to your PayPal balance immediately, but if you paid with a credit or debit card, it may take 5 to 10 business days for your bank to reflect the credit.

6. Contact Us

If you have any questions or need technical assistance before requesting a refund, please contact us at:

✉️ helpdesk@cloudlabslearning.com