This policy explains when you can cancel, when you get money back, how much, and how long it takes. It applies to every Merdial subscription bought online and forms part of the Terms of Service. Where a signed order form says something different, the order form wins.
14-day money-back guarantee
If you are a first-time paid subscriber and Merdial is not right for you, request a refund within 14 days of your first payment and we will refund it in full. No conditions on usage, and no explanation required.1. Try it before you pay
Merdial has a Free plan — a real one, with call scoring, live coaching and the desktop capture client, no card and no trial clock. It exists so that nobody has to buy the product to find out whether it works on their calls. We would rather you spent a week on Free than a month arguing about a refund.
2. Cancelling
- You can cancel at any time. There is no minimum term, no notice period and no cancellation fee on our self-serve plans.
- Cancel in the app under Settings → Billing, or email team@merdial.com from the account’s billing address.
- Cancellation takes effect at the end of the period you have already paid for. You keep full access until then; the subscription does not renew afterwards.
- Your data stays exportable for 30 days after the subscription ends. See Terms §14.
Cancelling is not the same as deleting
Cancelling stops the billing. If you also want the data erased, ask — we will delete or irreversibly anonymise it, and confirm when it is done.3. When we refund
| Situation | What you get | Window |
|---|---|---|
| First paid subscription, changed your mind | Full refund of the first payment. | Within 14 days of the first charge |
| Billing error — duplicate charge, wrong plan, wrong seat count, a charge after you cancelled | Full refund of the incorrect amount, always. This is not discretionary. | Any time we can verify it |
| Unauthorised or fraudulent charge | Full refund, and the account is secured. | Any time |
| Sustained outage below the availability commitment | Service credits under the SLA, and a pro-rated refund where a Level 3 failure gives you a termination right. | Per the SLA claim window |
| We materially change the Terms or degrade the Service and you object | Pro-rated refund of prepaid fees for the unused term. | Before the change takes effect |
| Annual plan cancelled mid-term for our uncured material breach | Pro-rated refund of the unused months. | On termination for cause |
4. When we do not refund
No pro-rata refunds for a partial period
Outside the situations in §3, fees already paid for the current period are non-refundable and we do not refund the unused remainder of a month or a year. You keep access for the whole period you paid for — that is what the payment bought.- Unused seats or unused talk time. Seats sit idle and monthly talk-time goes unspent; neither is refunded. Remove seats before the next renewal instead — removals take effect at renewal, additions are pro-rated to the day.
- Forgetting to cancel. Renewal reminders are sent before an annual renewal and the renewal date is always visible in Billing. We will still look at a renewal cancelled within 7 days and refund it where the account shows no meaningful use in the new period — see §5.
- Accounts terminated for breach of the Acceptable Use Policy, including unlawful calling.
- Third-party costs already incurred and passed through, and processing already consumed against your talk-time allowance.
- Dissatisfaction with AI output quality after the 14-day window, where the Service is operating as described. Models are probabilistic; the Terms say so, and the Free plan exists so you can test that before paying.
5. The part that is not a rule
Policies exist so that the ordinary case is predictable, not so that we can point at a clause when something is obviously unfair. If you were charged for something you plainly did not use, if onboarding never happened, if a bug we own cost you the period you paid for — write to us. We will look at it on the facts and we would rather refund a borderline case than keep money we did not earn.
6. How to request a refund
- Email team@merdial.com from the address on the account.
- Include the invoice or order number, the charge date and amount, and one line on what happened. That is everything we need.
- We acknowledge within 1 business day and decide within 5 business days. If we decline, we say why in writing and you can ask a human to look again.
7. Who pays it, and how long it takes
Polar Software, Inc. is the merchant of record for online purchases: Polar takes the payment, issues the invoice and executes the refund we authorise. Your card statement names Polar, not Merdial.
- Refunds go back to the original payment method. We cannot redirect one elsewhere.
- Once approved, Polar processes the refund within a few business days; your bank then takes a further 5 to 10 business days to post it. The second half of that is outside anyone’s control but your bank’s.
- Refunds are made in the original currency. Exchange-rate movement between the charge and the refund is not compensated.
- Where sales tax or VAT was charged, it is refunded with the fee.
Please talk to us before a chargeback
A chargeback costs everyone weeks and a fee, and freezes the account while it is open. Email team@merdial.com first — if the refund is owed, you will have it faster than the dispute would resolve.8. Statutory rights
Nothing in this policy limits any non-waivable right you have under consumer law. Merdial is sold to businesses, and most consumer-withdrawal regimes do not apply to a B2B purchase — but where one does apply to you, it applies in addition to the terms above, not instead of them.
9. Changes
We may update this policy. The version in force for a given purchase is the one published on the date of that purchase, and material changes are announced to account administrators at least 30 days ahead.
Contact
Billing and refunds: team@merdial.com. General support: team@merdial.com. This policy is effective 6 September 2026.