This policy explains how to cancel, the one situation in which we refund a payment, how much is refunded, 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.
Try it free first
Merdial has a Free plan with no card and no trial clock, so you can see how it works on your own calls before you pay. Paid subscriptions are not refundable except as set out in section 3.1. Try it before you pay
The Free plan is a real plan: every call scored, real-time AI assist and the desktop capture client, with 5 hours of talk time every month (up to 30 minutes a day). It exists so nobody has to buy Merdial to find out whether it works on their calls. Please use it before you subscribe.
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. The one case we refund: a bug we cannot fix
If a bug in Merdial stops you from using it, tell us. We will work to fix it. If we cannot fix it and it keeps you from using Merdial, we refund your payment.
| What applies | |
|---|---|
| Qualifies | A defect in Merdial itself that prevents you from using the Service, which you reported to us and which we were unable to resolve. |
| Amount | The amount Merdial actually received for the affected payment. VAT, sales tax and other taxes are not refunded. |
| How to claim | Email us while the problem is happening, so we have the chance to fix it (see section 6). |
Taxes are not refunded
A refund covers the amount Merdial received, not the VAT or sales tax collected on the charge. Taxes are non-refundable.4. When we do not refund
Outside section 3, payments are non-refundable, including for:
- Changing your mind, or deciding Merdial is not right for you after paying.
- The unused part of a period. You keep access for the whole period you paid for; that is what the payment bought.
- Unused seats or unused talk time. Remove seats before the next renewal instead: removals take effect at renewal, additions are pro-rated to the day.
- Forgetting to cancel before a renewal. The renewal date is always visible in Billing.
- Problems outside Merdial, such as your computer, network, dialer, or a third-party service, and bugs we were able to fix.
- Dissatisfaction with AI output where the Service is operating as described. Models are probabilistic; the Terms say so.
- Accounts terminated for breach of the Acceptable Use Policy, including unlawful calling.
5. Billing mistakes are corrected
If we charge you by mistake (a duplicate charge, the wrong plan or seat count, a charge after you cancelled, or a charge you did not authorise), we reverse the incorrect amount. This is a correction of our error, not a refund of a purchase.
The Terms of Service and the Service Level Agreement also set out a few narrow situations of their own (for example service credits for a sustained outage). Those are unchanged by this page.
6. How to request a refund
- Email team@merdial.com from the address on the account, describing the bug and what it stops you from doing.
- Include the invoice or order number, the charge date and the amount.
- We acknowledge within 1 business day and work on a fix. If we cannot fix it, we confirm the refund in writing; if we decline, we say why.
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.
- Refunds are made in the original currency. Exchange-rate movement between the charge and the refund is not compensated.
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.8. Statutory rights
Nothing in this policy limits any non-waivable right you have under the law that applies to you. Merdial is sold to businesses, and most consumer-withdrawal regimes do not apply to a business purchase; where one does apply to you, it applies in addition to this policy.
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. This version applies to purchases made from 24 October 2026.