mLAB LIMS Cancellation and Refund Policy
Last Updated: February 24, 2026
Introduction
This Cancellation and Refund Policy outlines the terms under which you may cancel your mLAB LIMS subscription and request refunds for fees paid. mLAB LIMS ("mLAB", "we", "us", or "our") provides this policy to ensure transparency and manage expectations regarding subscription management, cancellation procedures, and refund eligibility. Please read this policy carefully before subscribing to our services. By purchasing or using any mLAB LIMS subscription, you acknowledge that you have read, understood, and agree to be bound by this Cancellation and Refund Policy. mLAB LIMS is a product of Mplus Systems, and this policy applies specifically to mLAB LIMS subscriptions. For users in India, this policy is governed by the laws of the Republic of India, including the Indian Contract Act, 1872, the Information Technology Act, 2000, the Consumer Protection Act, 2019, and applicable rules and guidelines issued by the Government of India and the National Accreditation Board for Testing and Calibration Laboratories (NABL).
Free Trial Period
mLAB LIMS offers a free trial period to new users, allowing you to evaluate our Laboratory Information Management System before committing to a paid subscription. The standard free trial period is thirty (30) days from the date of account creation, unless otherwise specified in a promotional offer or separate agreement. During the free trial period, you have access to most features of mLAB LIMS, subject to any trial-specific limitations communicated at sign-up. You may cancel your free trial at any time during the trial period through your account dashboard or by contacting our support team. Free trials do not automatically convert to paid subscriptions; you must actively upgrade to a paid plan to continue using mLAB LIMS after the trial period ends. If you do not upgrade before the trial period expires, your access to mLAB LIMS will be suspended, and all trial data will be retained for thirty (30) days to allow you to upgrade and restore access. Refunds are not applicable to free trials as no payment is collected during this period.
Subscription Plans and Billing Cycles
mLAB LIMS offers various subscription plans to accommodate different laboratory sizes and requirements, including monthly subscriptions billed on a recurring monthly basis, annual subscriptions billed once per year, and enterprise plans with custom terms negotiated separately. All subscription fees are billed in advance of the service period. Monthly subscriptions are billed on the same day each month based on your original subscription date. Annual subscriptions are billed on the anniversary of your subscription date each year. Payment is processed through our secure payment partners using the payment method you provided during registration. All prices displayed on our website are in Indian Rupees (INR) unless otherwise specified. Subscription fees are exclusive of all applicable taxes, including Goods and Services Tax (GST) as per the Central Goods and Services Tax Act, 2017, which will be added to your invoice at the applicable rate based on your location in India. You are responsible for ensuring that your payment information remains current and accurate. If a payment fails, we will make reasonable attempts to notify you and process the payment again. Continued failure to pay may result in suspension or termination of your account.
Cancellation of Subscription
You may cancel your mLAB LIMS subscription at any time through your account dashboard or by contacting our support team at support@mlablims.com. Cancellation requests are processed within two (2) business days of receipt. Upon cancellation, your subscription will remain active until the end of your current billing period, after which your access to mLAB LIMS will be converted to read-only mode for a grace period of thirty (30) days. During this grace period, you may export your laboratory data, including sample records, test results, quality control data, and audit logs, in standard formats such as CSV, PDF, and XML. After the grace period expires, your account will be permanently deactivated, and all data associated with your account will be deleted from our active systems unless longer retention is required by applicable laws or regulations governing laboratory records. For laboratories operating under NABL accreditation in India, you are responsible for ensuring that all records required for NABL compliance are exported and archived in accordance with NABL requirements before the grace period ends. NABL typically requires retention of technical records for a minimum period ranging from three to ten years depending on the type of record, and you must ensure compliance with these requirements independently of mLAB LIMS.
Refund Eligibility for Monthly Subscriptions Under Indian Law
For monthly subscription plans, refunds are available in accordance with Indian consumer protection laws and the terms of this policy. If you cancel your monthly subscription within the first seven (7) days of your initial monthly payment, you may be eligible for a full refund of that month's subscription fee, provided you have not exceeded reasonable usage limits. This seven-day period is consistent with the cooling-off period principles recognized under Indian contract law, though please note that the Consumer Protection Act, 2019 does not mandate a specific cooling-off period for software-as-a-service subscriptions, and this refund window is offered as a goodwill gesture to ensure customer satisfaction. Refunds are not available for partial months after the seven-day window has closed. If you cancel after the seven-day period, you will continue to have access to mLAB LIMS until the end of the current monthly billing cycle, but no refund will be issued for the remaining days in that cycle. For subsequent monthly payments after the first month, refunds are not available, and cancellation simply stops future charges from being applied. In cases where the service fails to perform as described in our documentation due to a defect on our part, you may have additional rights under Indian law including the right to seek a refund or replacement under the Consumer Protection Act, 2019 for deficiencies in services. Any such claims must be supported by reasonable documentation of the defect and our inability to remedy it.
Refund Eligibility for Annual Subscriptions
For annual subscription plans, refunds are handled differently due to the discounted nature of prepaid annual commitments. If you cancel your annual subscription within the first thirty (30) days of the initial purchase, you may be eligible for a full refund of the annual subscription fee, provided you have not exceeded reasonable usage limits. If you cancel after the thirty-day period but before the end of the annual term, you may be eligible for a pro-rata refund of the unused portion of your annual subscription, calculated based on the number of full months remaining in the annual term. The pro-rata refund will be calculated using the monthly equivalent rate rather than the discounted annual rate. For example, if your annual subscription was ₹12,000 (equivalent to ₹1,000 per month) and you cancel after four months, your refund would be calculated as eight months at the monthly rate of ₹1,000, totaling ₹8,000, subject to any applicable administrative fees not exceeding five percent (5%) of the refund amount. All refunds will be processed in Indian Rupees (INR). Refunds for annual subscriptions are processed within thirty (30) days of approval as required under standard business practices in India.
NABL Accreditation and Regulatory Compliance Refunds
Given the regulatory environment in which Indian laboratories operate, particularly those accredited by the National Accreditation Board for Testing and Calibration Laboratories (NABL), mLAB LIMS recognizes that certain situations may require special consideration for refunds. If you are using mLAB LIMS in a laboratory seeking or maintaining accreditation under NABL requirements based on ISO 15189 or ISO 17025 standards, and you encounter a material non-conformance that prevents you from maintaining compliance with NABL requirements and that we are unable to remedy within a reasonable period, you may be eligible for a refund of fees paid for the period during which the non-conformance existed. To qualify, you must: (a) notify us in writing within fourteen (14) days of discovering the non-conformance, (b) provide reasonable detail about how the non-conformance impacts your NABL compliance, including any communication from NABL assessingors if applicable, and (c) cooperate with our efforts to diagnose and remedy the issue. If we are unable to remedy the material non-conformance within thirty (30) days of your notification, you may terminate your subscription and receive a pro-rata refund of prepaid fees for the unused portion of your subscription term. This remedy is your exclusive remedy for NABL compliance-related issues. Please note that mLAB LIMS provides tools and features to support NABL compliance, but we do not guarantee accreditation, and failure to obtain or maintain NABL accreditation due to factors outside our control, such as laboratory practices, personnel qualifications, or facility issues, does not entitle you to a refund.
Non-Refundable Items and Circumstances Under Indian Law
Certain items and circumstances are not eligible for refunds under any conditions. These include setup fees, onboarding and training services already delivered, custom development work, professional services rendered, and usage-based charges such as API calls beyond plan limits or additional storage fees. Refunds are also not available if your account is terminated for cause due to violation of our Terms of Service or Acceptable Use Policy, including but not limited to prohibited activities such as unauthorized use of the system, sharing of access credentials, or use of mLAB LIMS for illegal purposes under Indian law including violations of the Information Technology Act, 2000. Additionally, refunds are not available for subscriptions cancelled after the applicable refund periods described in this policy, regardless of whether you used the service during that time. Partial months of service are not refundable, and we do not provide credits or refunds for partial months of service or for periods when you did not use the service. Downgrading your subscription plan does not entitle you to a refund of fees already paid, though it will reduce future charges. Under the Consumer Protection Act, 2019, you may have rights to seek remedies for deficiencies in services, but this does not create a right to refund for change of mind or circumstances within your control. Any claim of deficiency must be substantiated with evidence and will be evaluated on its merits.
Refund Request Procedure
To request a refund, you must submit a written request through one of the following channels: email to refunds@mlablims.com, through your account dashboard using the support ticket system, or by contacting our customer support team at support@mlablims.com. Your refund request must include your account name and email address associated with the subscription, the subscription plan and billing cycle, the date of the payment for which you are seeking a refund, the reason for the refund request with sufficient detail for us to evaluate your request, and any supporting documentation relevant to your request including GST invoice number if applicable. We will acknowledge receipt of your refund request within three (3) business days. Refund requests are evaluated based on the terms of this policy, and we may request additional information to process your request. We will notify you of our decision within fourteen (14) days of receiving a complete refund request as per standard business practices in India. Approved refunds will be processed using the original payment method whenever possible. If the original payment method is no longer available, we may issue the refund via bank transfer (NEFT/RTGS/IMPS) to your Indian bank account, which may require you to provide bank account details and a cancelled cheque for verification.
Refund Processing Timeline
Once a refund is approved, the time required to process the refund depends on your original payment method and financial institution. Refunds to credit cards typically appear within five (5) to ten (10) business days, though some card issuers may take longer to reflect the credit on your statement. Refunds processed through UPI (Unified Payments Interface) or other Indian payment services are typically completed within three (3) to five (5) business days. Refunds via NEFT/RTGS/IMPS bank transfer may take three (3) to seven (7) business days to process and reflect in your account. All refunds are processed in Indian Rupees (INR). If your original payment was made in a foreign currency, the refund will be converted to INR at the exchange rate applicable on the date of refund processing, and mLAB LIMS is not responsible for any currency fluctuation losses. We will provide you with confirmation once the refund has been initiated, including the expected timeline for the funds to reach you based on your payment method. GST, if collected, will be refunded in accordance with the Central Goods and Services Tax Act, 2017, and you may be required to provide necessary documentation for GST refund processing.
Subscription Downgrades and Plan Changes
You may downgrade your subscription plan at any time through your account dashboard. Downgrades take effect at the start of your next billing cycle. You will continue to have access to the features of your current plan until the end of your current billing period, after which your access will be adjusted to match the downgraded plan. Downgrading may result in loss of access to certain features, reduced usage limits, or reduced storage capacity. You are responsible for ensuring that any data requiring the higher-tier plan features is exported or otherwise managed before the downgrade takes effect. Downgrades do not entitle you to refunds for fees already paid, even if you downgrade early in your billing cycle. If you downgrade due to changes in your laboratory's NABL accreditation scope or requirements, please contact our support team to discuss options, as special considerations may apply on a case-by-case basis. For Indian customers, downgrades do not affect the validity of previously issued GST invoices, and no credit notes will be issued for downgrades.
Upgrades and Prorated Credits
If you upgrade your subscription plan mid-cycle, we will apply a prorated credit for the unused portion of your current plan toward the cost of the upgraded plan for the remainder of your billing cycle. For example, if you are halfway through a monthly subscription and upgrade to a higher-tier plan, you will receive credit for the remaining half-month on your current plan applied to the prorated cost of the upgraded plan for that same period. Your next billing cycle will reflect the full cost of the upgraded plan. Upgrades take effect immediately upon processing, and you gain access to the upgraded features as soon as the upgrade is completed. No refunds are issued for downgrades, but prorated credits for upgrades ensure you only pay the difference for the enhanced service. A revised GST invoice reflecting the upgrade and prorated charges will be issued in accordance with GST regulations.
Service Discontinuation by mLAB LIMS
In the unlikely event that mLAB LIMS discontinues a specific product or service offering, or ceases operations entirely, we will provide at least ninety (90) days' advance notice to all affected customers via email to the registered account administrator. Upon discontinuation of service, you will be entitled to a pro-rata refund of any prepaid fees covering the period after the effective date of service discontinuation. We will also provide reasonable assistance to help you export your laboratory data in standard formats to facilitate migration to alternative systems. For Indian customers subject to NABL requirements, we will use reasonable efforts to assist with data export in formats suitable for long-term archival as required by NABL record retention guidelines. Our liability for service discontinuation is limited to the refund of prepaid fees as described in this section, and we shall have no other liability or obligation arising from such discontinuation.
Effect of Termination on Data Under Indian Law
Upon cancellation or termination of your subscription, whether by you or by us, your right to access and use mLAB LIMS ceases at the end of the current billing period or as otherwise specified in the termination notice. As described in the Cancellation section, you will have a thirty (30) day grace period following termination during which you may access your account in read-only mode for the sole purpose of exporting your data. After the grace period expires, we will delete your data from our active systems, though backup copies may persist temporarily in our disaster recovery systems for up to ninety (90) days before being completely purged. If your laboratory is subject to regulatory retention requirements under NABL, ISO 15189, ISO 17025, or similar standards, you are solely responsible for exporting and archiving all required records before the grace period expires. NABL requirements typically mandate retention periods of three to ten years depending on the type of records, and you must maintain these records independently after termination. We can provide assistance with data export upon request, though additional fees may apply for extensive data extraction requests. Under Indian law, including the Information Technology Act, 2000 and the rules thereunder, we are required to retain certain transactional data for audit and legal purposes, but laboratory data is your property and will be deleted as described.
Chargebacks and Disputes Under Indian Payment Systems
If you dispute a charge through your bank, credit card provider, or payment gateway (a "chargeback"), we will provide the necessary documentation to support the validity of the charge, including copies of your subscription agreement, usage records, and communication history. If a chargeback is filed for a valid charge that does not qualify for a refund under this policy, we reserve the right to suspend or terminate your account until the dispute is resolved. Repeated or abusive chargeback filings may result in permanent account termination and referral to collections, and we may report such activities to relevant authorities under Indian law. If you believe a charge is incorrect, please contact our billing team at billing@mlablims.com before filing a chargeback, as we can often resolve billing issues more quickly than the chargeback process. We are committed to working with you to resolve any billing concerns amicably. Under the Reserve Bank of India guidelines on electronic payments, you have certain rights regarding unauthorized transactions, and we will cooperate fully with your bank to resolve any genuine unauthorized transaction claims.
Consumer Rights Under the Consumer Protection Act, 2019
Nothing in this policy limits your rights as a consumer under the Consumer Protection Act, 2019. If you are a consumer as defined under the Act, you are entitled to seek remedies for unfair trade practices, defective services, or deficiencies in service. If you believe that mLAB LIMS has failed to provide services as promised, you may file a complaint with the appropriate consumer dispute redressal forum. We are committed to resolving consumer complaints amicably through our internal grievance redressal process before proceeding to formal dispute resolution. Please contact our grievance officer at the contact details provided below to initiate this process. The limitation period for filing consumer complaints is two years from the date of the cause of action under the Consumer Protection Act, 2019.
GST and Tax Implications
All refunds issued will be processed in accordance with the Central Goods and Services Tax Act, 2017 and applicable state GST laws. If a refund is issued for a previously invoiced amount, we will issue a credit note as required under GST regulations. You may be required to accept the credit note in your GST portal to enable us to adjust our tax liability. Refunds will be processed net of any taxes already remitted to the government, and we will provide necessary documentation for you to claim appropriate input tax credits if applicable. Please consult your tax advisor for advice on the tax implications of refunds for your specific situation.
Grievance Redressal Mechanism
In compliance with the Information Technology Act, 2000 and the Consumer Protection Act, 2019, mLAB LIMS has established a grievance redressal mechanism for addressing customer complaints, including billing and refund disputes. If you have any grievance regarding cancellations, refunds, or billing, you may contact our Grievance Officer at the following details:
Grievance Officer Details: Name: [Name of Grievance Officer] Email: grievance-officer@mlablims.com Address: [Your Physical Address in India] Phone: [Contact Number] Response Time: We acknowledge all grievances within 24 hours and endeavor to resolve them within one month from the date of receipt.
If your grievance is not resolved satisfactorily, you may seek further remedies under the Consumer Protection Act, 2019, including filing a complaint with the National Consumer Helpline or the appropriate consumer dispute redressal forum.
Modifications to This Policy
mLAB LIMS reserves the right to modify this Cancellation and Refund Policy at any time. We will provide notice of material changes through email to account administrators, in-app notification upon login, and/or notice on our website. Modifications become effective upon your use of mLAB LIMS subsequent to publication of such modification, or as otherwise specified in the notice. If you do not agree to the modified policy, you must stop using mLAB LIMS and terminate your account before the changes take effect. Your continued use of mLAB LIMS after the effective date of any modification constitutes your acceptance of the modified Cancellation and Refund Policy. The "Last Updated" date at the top of this policy indicates when it was most recently revised.
Governing Law and Jurisdiction
This Cancellation and Refund Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising out of or in connection with this policy, including any questions regarding its existence, validity, or termination, shall be subject to the exclusive jurisdiction of the courts in [City, State], India. For consumers, nothing in this clause limits your right to approach consumer dispute redressal forums under the Consumer Protection Act, 2019.
Contact Information
For questions regarding cancellations, refunds, or billing issues:
mLAB LIMS Billing Department Email: sales@mlablims.com
Refund Requests | Customer Support Email: support@mlablims.com Support Portal: https://support.mlablims.com
Grievance Officer Email: grievance-officer@mlablims.com
Parent Company Mplus Systems Website: https://www.mplussystems.com
This document is for informational purposes only and does not constitute legal advice. mLAB LIMS is a product of Mplus Systems. Users should consult with their legal and financial advisors regarding specific refund rights and obligations that may apply in their jurisdiction under Indian law.
Last reviewed for compliance with Indian laws including the Consumer Protection Act, 2019, Information Technology Act, 2000, GST laws, and NABL requirements: February 24, 2026
Last updated: February 24, 2026