Refund & Cancellation Policy

Last updated: July 20, 2026

This policy explains how to cancel a Marnie subscription and when you can get a refund. It forms part of our Terms of Service.

In short:

• During the free month — cancel freely, no charge.
• Within 14 days of a charge — full refund.
• After 14 days — no refund, but your plan runs to the end of the period you paid for.
• Unused AI credits — refundable at any time.

1. Cancelling

You can cancel at any time from Settings → Billing in your dashboard, or by emailing [email protected].

• Cancelling stops future renewals. Your plan stays active until the end of the period you have already paid for, and your bot keeps running until then.
• Cancelling during a free trial ends it immediately with no charge.
• We do not charge a cancellation fee.

Deleting a bot does not by itself cancel your subscription — cancel it in Billing to stop renewals.

2. Refunds on subscriptions

The same rule applies to every plan — Starter, Pro and Max, monthly or yearly:

Within 14 days of a charge: full refund. Cancel within 14 days of a subscription payment and we refund it in full, no questions asked.

After 14 days: no refund, but you keep the service. If you cancel later in a billing cycle, that period is not refunded — instead your plan stays fully active until the end of the period you paid for, and only then stops renewing. You are never cut off early for cancelling.

What this means on a yearly plan. A yearly plan is one charge covering twelve months. If you cancel more than 14 days after it is taken, that year is not refunded — but your bot keeps running for the whole twelve months you paid for, and simply does not renew at the end. If a yearly plan is not the commitment you want, choose monthly billing instead.

Two things we always refund, whenever they happen:

• Duplicate or accidental charges, in full.
• Sustained service faults — if the Service was materially unavailable for a prolonged period and we could not fix it, we refund the affected period on request.

3. Prepaid AI credits

Credits are consumed as your bot generates replies, and we pay for that model usage as it happens.

• Credits you have not used are refundable at any time — there is no deadline. Cancel whenever you like and ask for the remaining balance back.
• Credits already consumed cannot be refunded, since the usage has already been paid for on your behalf.
• Free and promotional credits have no cash value and are not refundable.

4. Statutory rights

Nothing in this policy limits rights you have under the law where you live. If you are a consumer in the European Union or United Kingdom, you normally have a 14-day right to withdraw from a distance contract. Where you ask us to begin providing the Service immediately during that period, you may be charged for what you have used, and the right ends once the Service has been fully performed with your consent. These statutory rights apply in addition to the guarantee above.

5. How to request a refund

Email [email protected] with the email address on your account and the approximate date of the charge. You do not need to explain yourself for a 14-day request.

We aim to respond within 2 business days and to approve or decline within 5. Approved refunds go back to your original payment method, typically within 5–10 business days depending on your bank.

6. Who processes your payment

Purchases are handled by Paddle.com Market Ltd, our payment provider and merchant of record. Refunds we approve are issued through Paddle, and your statement will show Paddle rather than Marnie. Paddle's own buyer terms also apply to the transaction, and you may contact Paddle directly about a payment. Nothing in this policy limits any right you have against Paddle as merchant of record.

7. Contact

Billing questions:
Email: [email protected]