Terms and Conditions

EFFECTIVE DATE: JULY 18, 2026

Welcome to LaunchCloud Labs. These Terms and Conditions govern your access to and use of the services and platforms provided by LaunchCloud Labs, including the Delegate Institutional Routing Division (DIRD).

1. Acceptance of Terms

By accessing or using our services, you agree to be bound by these Terms and Conditions and our Privacy Policy. If you do not agree to these terms, you may not use our services.

2. What LaunchCloud Labs Is — and Is Not

LaunchCloud Labs is a software and communications company. We are not a bank, we are not a credit union, we are not a licensed money transmitter, and we do not provide banking, deposit, lending, or investment services of any kind. Nothing we offer is a deposit account, and no funds held with us are insured by the Federal Deposit Insurance Corporation or any other insurer or guarantor.

Marketing language on our website and in our voice systems that describes an "account," a "register," or "adding funds" refers to the service arrangements described in Sections 4 and 5 below, and to nothing else.

3. Use of Services

You agree to use our services only for lawful purposes and in accordance with these terms. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree not to use our services to facilitate any transaction that is unlawful, that violates the rules of a correctional facility, or that is intended to disguise the source, ownership, or destination of funds.

We may suspend or close an account, decline any instruction, and withhold any service where we reasonably believe these terms have been violated, where a facility or law-enforcement requirement obliges us to, or where we suspect fraud, coercion, or abuse.

4. Service Credits

What they are. Service Credits are prepaid credit issued by LaunchCloud Labs, redeemable only for services provided by LaunchCloud Labs and its divisions, including DIRD call relay, the Knowledge AI, messaging, and subscriptions. Service Credits are issued at a rate of one credit per one United States dollar received.

What they are not. Service Credits are not money, not legal tender, not a deposit, not a stored-value instrument redeemable by any third party, and not insured. They confer no ownership interest in LaunchCloud Labs and no claim against any third party.

No cash redemption. Service Credits cannot be redeemed for cash, withdrawn, transferred to a bank account, paid out by check, loaded to a card, or converted to any other form of value, whether by you, by an account holder, or by anyone acting on their behalf. This restriction is absolute; we do not grant exceptions on request, and no employee or agent of LaunchCloud Labs is authorized to grant one.

Sharing. Service Credits may be transferred from one DIRD account to another DIRD account by account ID, subject to review under Section 8 and to daily limits we set and may change. A credit share is a transfer of service credit between our own customers; it is not a payment of money and creates no obligation on us to pay any person.

No interest, no expiry. Service Credits bear no interest and do not expire. We do not charge inactivity, dormancy, or maintenance fees against them.

Daily limits. We apply daily limits to the total value of Service Credits that may be added to an account and to the total that may be shared out of an account. Current limits are disclosed on request through support and may be adjusted at our discretion.

5. The Concierge Retainer

The arrangement. A Concierge Retainer is a sum you provide to LaunchCloud Labs, with a purpose you declare at the time you provide it, for us to spend on your behalf and at your direction, acting as your agent — in the manner of a bookkeeper, personal assistant, or concierge who pays your obligations for you. Retainer funds are not a deposit and are not held for you as a general store of value; they are held to carry out the instructions you give.

Permitted purposes. Retainer funds may be used only to: (a) fund your own commissary, trust, or institutional telephone account at a correctional facility; (b) load the books of a named individual through that individual's correctional facility or its institutional vendor; or (c) be converted to Service Credits so that you can purchase LaunchCloud Labs services. No other use is permitted, and we will decline any instruction outside this list.

Disbursement restriction. Retainer funds are disbursed only to a correctional facility or to an institutional vendor serving that facility (for example Access Corrections, Securus, JPay, TouchPay, or GTL/ViaPath). We will not disburse retainer funds to any individual — not to a personal bank account, debit or credit card, payment application, cash, or check — regardless of who requests it or on whose behalf.

Instructions and records. Every disbursement requires a discrete instruction identifying the facility or vendor, the beneficiary, and the amount. We confirm each instruction with you before execution and generate a receipt afterward. You are responsible for the accuracy of the beneficiary details you give us; a payment sent to a vendor account you correctly identified is complete when the vendor accepts it, even if you later regret it.

No fee. We currently charge no fee for executing a books-loading instruction, and none for converting retainer funds to Service Credits. We charge for our own services only. We will give notice on this page before that changes.

Idle funds. Retainer funds are intended to be spent promptly on the purpose you declared. We review balances that remain undirected for an extended period and may contact you for instructions or return the funds to their original payment source.

6. Services Not Offered

For the avoidance of doubt, LaunchCloud Labs does not currently offer, and you may not request: transfers of money to an outside bank account; physical checks mailed to any address as a payment or transfer service (a refund of unspent Concierge Retainer funds to its original source under Section 9 is not such a service); payments in cash or to any individual by any means; currency exchange; any conversion of Service Credits into money; or any debit card, ATM access, or withdrawal facility. Descriptions on our website of a future debit card or withdrawal capability are statements of intent about products that do not exist today, are not offered for sale, and depend on arrangements and authorizations we have not yet completed. Nothing on our website or in our voice systems constitutes an offer or commitment to provide them.

7. Fees and Pricing

Prices for our services are quoted to you before a charge is incurred, and every charge is written to your account's transaction record, which we will read back to you on any call or provide as a receipt. We may change prices prospectively; changes never apply retroactively to services already delivered.

8. Review, Holds, and Declined Instructions

Credit shares and retainer instructions are reviewed by our staff before execution. Review is not instantaneous, and we make no guarantee of timing. While an instruction is under review, the amount is held aside so it cannot be committed twice. If an instruction is declined, the held amount is released back in full to the account it came from. We may decline any instruction at our discretion, including where a beneficiary cannot be verified, where a facility prohibits the transaction, or where the request appears coerced or fraudulent.

9. Refunds

Service Credits. Purchases of Service Credits are generally final, and Service Credits are not refundable in cash. Where a payment was made in error, was unauthorized, or is the subject of a genuine dispute, we may — at our discretion and as our sole remedy — refund the unspent portion to the original payment instrument used to make it. Refunds are issued only to the original payer and only to that original instrument; we do not issue refunds in cash, to a different card, or to a third party.

Refunds of unused Concierge Retainer funds. If funds are deposited into a Concierge Retainer for a designated agency task, errand, or facility transaction, and that task is not executed or is cancelled before completion, we will refund the remaining unspent balance. To comply with anti-money-laundering (AML), Know Your Customer (KYC), and Money Services Business (MSB) requirements, unspent funds cannot be disbursed as cash, peer-to-peer electronic transfers, or open checks to unauthorized third parties. Every refund is made through exactly one of the following four channels, determined by how the deposit was funded and the beneficiary's custody status:

1. Original payment card reversal. The primary method: a reversal through our payment processor (Stripe) back to the identical card used to fund the deposit.
2. Institutional trust check (incarcerated beneficiary). Where a card reversal is not possible and the beneficiary is still in custody, a corporate check payable solely to the facility's Inmate Trust Fund, referencing the beneficiary's legal name and institutional ID, mailed to the facility's finance office for deposit to the beneficiary's institutional account.
3. Personal check (released beneficiary). Where a card reversal is not possible and the beneficiary has been released from custody, a corporate check in the beneficiary's lawful name, mailed to a verified residential address they provide.
4. Third-party depositor check. Where the retainer was funded by a verified third party (such as a spouse or family member) and a card reversal cannot be completed, a corporate check in the legal name of the original depositor, mailed to their verified address.

Card reversals are free; the check methods carry a small postage and processing fee, deducted from the amount refunded. Under no circumstances will we redirect unspent retainer funds to any party, bank account, or address that does not strictly match the original funding source or the verified legal identity of the beneficiary.

Account closure. On account closure, unspent Service Credits are handled in accordance with applicable law, and unspent Concierge Retainer funds are returned through the four channels above. Contact support for the treatment of any remaining balance.

10. Call Recording and Monitoring

Calls to and through DIRD may be recorded and retained, including your spoken confirmation of any credit share or retainer instruction. These recordings are part of the transaction record and are used to verify what was authorized, to resolve disputes, and to meet our obligations. Calls placed from a correctional facility may also be recorded and monitored by that facility independently of us, under its own rules and over which we have no control. See our Privacy Policy for how we handle this information.

11. Mobile Messaging Terms of Service

By opting into the automated communication systems provided by LaunchCloud Labs and the Delegate Institutional Routing Division, you agree to the following terms:

Program Description: Users interact with our automated calling and routing systems to send and receive operational system alerts, transactional status updates, and interactive message relays.

Message Frequency: Message frequency varies based on user interaction, call routing volume, and active system tasks.

Cost: Message and data rates may apply for any messages sent to you from us and to us from you. If you have any questions about your text plan or data plan, please contact your wireless provider.

How to Opt-Out: You can cancel the SMS service at any time. Just text STOP to our phone number. After you send the SMS message STOP to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us.

How to Get Help: If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance, or contact our support team directly through our main portal.

12. Intellectual Property

All content, features, and functionality of our services are owned by LaunchCloud Labs and are protected by international copyright, trademark, and other intellectual property laws.

13. Limitation of Liability

To the fullest extent permitted by law, LaunchCloud Labs shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the services.

14. Changes to These Terms

We may update these Terms from time to time. Material changes — in particular any change to how Service Credits or the Concierge Retainer work — will be posted on this page with an updated Effective Date before they take effect. Continued use of our services after that date constitutes acceptance.

15. Contact Information

If you have any questions about these Terms, please contact us at support@launchcloudlabs.com.