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Effective date: September 30, 2026 This policy applies to paid Biomni Lab self-serve plans purchased through Phylo (including Pro, Team, monthly, annual, and academic-discounted plans). Enterprise, pilot, SOW, invoice, PO, or custom-contract customers are governed by the terms in their signed agreement.

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Cancellation

  • You can cancel a self-serve subscription at any time from Settings → Usage & Billing.
  • Cancellation stops future renewals. Unless a refund is approved under this policy, you will keep access to the paid plan through the end of the current billing period.
  • We do not automatically prorate mid-cycle cancellations.
  • Please double check that you have cancelled your subscription before reaching out to our team to process a refund according to the qualifications below.

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Refund Guidelines

We may provide a full refund for the current billing period when all of the following are true:
  1. Timely request. The refund request was submitted within 3 days of the payment for a monthly plan or within 14 days for an annual plan. Eligibility is based on the time the request is received, even if Support reviews it after the applicable window has closed.
  2. Minimal usage. Since the charge, the account has had minimal use of Biomni Lab. Refund eligibility is determined at Phylo’s discretion based on agent runs, task and workflow execution, credit consumption, paid compute, HPC, and other metered platform resources.
  3. Good standing. The account is not suspended, terminated, or under review for a Terms of Service, abuse, security, fraud, or payment violation.
  4. First refund for the period. The request is not a repeated refund request for the same subscription period or a pattern of subscribe-use-refund behavior.

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Billing Errors

We may refund or correct charges caused by billing mistakes, including:
  • You received a duplicate charge for the same subscription or transaction;
  • You were charged the wrong amount;
  • You were charged after a confirmed cancellation;
  • You were charged for the wrong plan or billing interval;
  • You were charged under the wrong academic/non-academic price when you were eligible for the academic discount at the time of purchase.
If the issue is an academic discount or institution eligibility problem, please contact support@phylo.bio with the email address and institution that should be associated with the account.

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Service Issues

Because Biomni Lab usage can involve agentic workflows, model calls, credit consumption, compute, and long-running tasks, refunds for service issues are reviewed case by case. We may provide a refund, partial refund, or service credit when:
  • A sustained Phylo-side outage or platform defect prevented normal use of the paid plan;
  • A billing or usage-metering issue incorrectly consumed credits or blocked access;
We generally do not provide refunds for:
  • Expected variability in AI-generated outputs;
  • User errors, incorrect prompts, or unsuitable uploaded data;
  • Normal queueing, rate limits, or usage limits disclosed in the product;
  • Dissatisfaction after substantial credit, compute, or task usage;
  • Third-party model or infrastructure behavior outside Phylo’s reasonable control, unless it caused a material Phylo-side service failure.

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Team Plans

For Team plans:
  • Refund eligibility is based on usage across the entire workspace or team, not only the billing admin’s account.
  • If any team member has materially used paid credits, tasks, agents, compute, or other paid resources during the billing period, the plan may no longer qualify for a full refund.
  • Seat additions, upgrades, or plan changes may be refunded or credited if requested promptly and there was little or no usage associated with the added seats or upgraded entitlement.

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Enterprise, Invoice, PO, and Custom Agreements

Enterprise, pilot, invoice, purchase-order, prepaid-credit, committed-usage, single-tenant, or custom-deployment customers are handled under the applicable signed order form, MSA, SOW, or other written agreement. Unless the agreement says otherwise:
  • Implementation fees, onboarding fees, prepaid credits, committed usage, and custom deployment fees are non-refundable;
  • Unused committed credits are not automatically refundable;
  • Service credits, rollovers, or other remedies may be offered according to the contract or at Phylo’s discretion.

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How to Request a Refund

To request a refund, contact Phylo Support (support@phylo.bio) with:
  • The email address associated with the account, or the admin email for a Team plan;
  • The charge date and amount;
  • A brief explanation of the request;
  • Confirmation of whether the plan has been used since the charge; and
  • Any supporting screenshots, invoices, or cancellation confirmations.
Approved refunds are returned to the original payment method. Processing times vary by payment provider and bank and may take several business days.

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Phylo’s Discretion

Phylo may approve, deny, partially approve, or provide service credit for refund requests based on account history, usage, billing records, service availability, and the specific circumstances of the request. This policy is intended to be fair to customers while accounting for the real costs of agent runs, credits, compute, and other platform resources consumed through Biomni Lab.