Refund Policy

Subscriptions are billed in advance, non-refundable for the current period. To stop charges, cancel before the next renewal date - cancellation is immediate via Settings → Billing → Manage Subscription. You keep access until the end of the paid period. Edge case: if we materially degrade the Service (ex. sustained multi-day outage preventing you from running scans) and you cancel within 7 days of that incident, contact support@menra.ai - we'll assess pro-rata credit on a case-by-case basis.

Credit top-up packs (Enterprise customers only, $20 to $450) are covered by EU consumer law (14-day cooling-off, Directive 2011/83/EU) and mirrored for all customers regardless of region. **Within 14 days of purchase**, unused credits from a top-up pack can be refunded in full. Partially used packs are refunded on the unused portion only (e.g., bought a 350-credit pack, used 50, request refund → we refund 300/350 × pack price). **After 14 days**, top-up packs are non-refundable. Unused credits remain valid until the 6-month expiry printed on purchase; unused credits expire automatically. To request a top-up refund, email support@menra.ai with your subscription ID and the top-up transaction ID. We process refunds within 5 business days back to the original payment method.

Platform add-ons were withdrawn from sale on 20 September 2026; AI engine access now follows the plan tier. Subscriptions purchased before that date continue under the original rule: billed in advance, non-refundable for the current period, cancel to stop renewal. Cancellation is immediate via Settings → Billing → Add-ons → Cancel; you keep access until end of period.

Enterprise agreements are governed by the specific MSA signed at contracting. Refund terms are defined therein and supersede this page. Common Enterprise refund terms: • Annual invoice with custom payment terms (Net 30, Net 45) • Termination for cause with pro-rata refund • Service-level credits per SLA breach

Email support@menra.ai with: • Your account email • Subscription / transaction ID • Nature of request (cancellation confirmation, top-up refund, Enterprise termination) Response time: 1 business day for acknowledgement; 5 business days for refund processing. Refunds are issued to the original payment method via our payment processor (Paddle as Merchant of Record handles the transaction).

We prefer resolving disputes directly. If you initiate a chargeback without contacting us first, we'll suspend the account pending resolution. Please email support@menra.ai - we're responsive and generally reasonable; a chargeback is slower for both of us.

We may update this policy. Material changes notified by email at least 14 days in advance. Pre-existing top-up packs retain the terms under which they were purchased.