Refund Policy

1. What this covers

This policy covers money you pay MARTMINT LTD: subscription fees, AI action packs, capacity add-ons, paid templates and wallet top-ups.

2. Subscriptions

Subscription fees are charged in advance and are generally non-refundable. Cancelling turns off the next renewal; it does not refund the period you are in, and you keep your plan until that period ends.

As a business customer you do not have the 14-day statutory right to cancel that applies to consumer contracts. We nonetheless offer a discretionary refund of a first subscription payment if you ask within 14 days of it and have not made substantial use of the plan — for example, you bought the wrong tier and told us straight away.

If you upgrade mid-period we charge the difference on a pro-rata basis. If you downgrade, the new price applies from your next renewal and we do not refund the difference for the period you have already paid.

3. AI action packs

An AI action pack is refundable in full within 14 days of purchase only if none of its actions have been used. Once an action is consumed, the pack is non-refundable — the cost of running it has already been incurred.

Actions expire 30 days after purchase. Expired actions are not refunded and are not extended. If a pack expired unused because of a fault on our side, tell us and we will replace it.

4. Capacity add-ons and templates

Extra product slots, storage and staff seats are refundable within 14 days if the capacity has not been used — that is, if you have not exceeded the limit your plan gives you without the add-on.

A paid template is refundable within 14 days provided it has not been applied to a live storefront. Once a template has been published to a store that has taken traffic, it has been delivered.

5. Wallet balance

Money you add to your MartMint wallet stays yours until you spend it. You can ask for an unspent balance back at any time and we will return it by the method it came in, less any fee our payment provider charges us for the return. Balance already spent on usage — WhatsApp marketing messages, for example — is not refundable, because the message was sent.

6. When we refund without being asked

We will refund you, on our own initiative, if:

• we charged you in error, or charged you twice for the same thing;
• we charged you after you had validly cancelled;
• a feature you paid for specifically was withdrawn during a period you had already paid for;
• a fault on our side made something you bought unusable and we could not put it right.

7. When we will not refund

• You did not use the service during a period you paid for.
• Your account was suspended or terminated because you breached the Terms.
• A third party we depend on had an outage that we passed on and then resolved.
• You have consumed the thing you are asking us to refund — actions spent, messages sent, a template published.

8. How to ask, and how long it takes

Email [email protected] with your store name and the invoice or reference number from your billing history. We will respond within five working days.

Approved refunds go back to the original payment method. Card refunds normally reach you within 5 to 10 working days once we issue them, depending on your bank. Transfers can take longer.

Refunds are issued in the currency of the original charge. We do not cover any loss you incur from an exchange-rate movement between the charge and the refund.

9. Chargebacks

If you dispute a charge with your bank rather than asking us, we may suspend your account until it is resolved, because the funds are withdrawn from us while the dispute runs. Talk to us first — it is faster, and a chargeback recorded against your account can affect your ability to pay by card later.

We keep a record of the terms you accepted, when, and from which IP address, along with the receipt and the payment provider's record of the transaction. That is the evidence we submit if a charge is disputed.

10. Contact

MARTMINT LTD, 20 Wenlock Road, London, England, N1 7GU. Company number 17373502. [email protected] for refund requests, [email protected] for anything about this policy.

The English text of this policy is the only version that governs; any translation is provided for convenience.