Cancellation and refund policy

Credits are bought in one-time packs. A pack is charged once, when you pay for it, and nothing renews or is charged to your card again.

The only recurring charge is the monthly memory fee for each company you keep. It is taken in credits from your balance, never from your card, and it stops when you delete the company from its Files and settings.

Until a payment is complete you can cancel it by closing the payment window. Nothing is charged, and the order lapses unpaid.

Once a payment has gone through and the credits are in your balance, the purchase cannot be cancelled. When money is refunded is set out below.

• Pressing an action’s button sets its price aside from your balance. It is charged only when the action is delivered.
• A run cancelled before its analysis starts costs nothing: everything set aside comes back to your balance.
• A run cancelled after its analysis has started is charged the cancellation price listed in your wallet’s price book, and the rest of what was set aside comes back.
• An action that has been delivered, or a run already writing its results, cannot be cancelled.
• If an action fails because of a fault on our side, you are not charged.

We refund money you paid:

• in full, if you were charged and no credits were added for the payment, for example a payment taken twice for one purchase;
• the purchase price of your unused credits, if we stop providing the service or close your account for a reason other than your breach of the terms (section 11 of the terms);
• wherever the law requires a refund.

Otherwise credits are non-refundable and cannot be exchanged for cash (section 4 of the terms). That covers credits once they are in your balance, including bonus and welcome credits, credits that have been spent, credits that have expired (12 months after a purchase, 90 days after a welcome grant), and unused credits given up when you delete your account.

• Email support@magicmis.app from the address on your account, with the date and amount of the payment and, if you have it, the invoice number from your wallet.
• We reply within two working days.
• An approved refund is paid back to the card or account you paid with, in the currency you paid in, within 5 to 7 working days of approval. Your bank may take a few days more to show it.
• Where the payment refunded had a tax invoice, we issue a credit note against it for the amount refunded, and it appears in your wallet beside the invoice.

You can raise it with our grievance officer: Dwahnil Baria, privacy@magicmis.app.