Refund & Cancellation Policy
Mandra Voice
Version 1.1 · Effective 27 September 2026
This policy is part of the Terms of Service and explains how to cancel, what we refund, and what we do not.
We would rather fix a problem than keep money from someone unhappy with the product. If something is not working, email support@mandravoice.com before asking for a refund — most issues are a settings or permissions problem we can solve in one reply.
1. Cancelling
You can cancel at any time, yourself, in under a minute:
Settings → Plans & Billing → Manage Subscription → this opens the Stripe customer portal → Cancel plan.
There is no cancellation fee, no phone call, no retention script.
What happens when you cancel:
- Your subscription does not renew.
- You keep full access until the end of the period you have already paid for.
- When that period ends, your account moves to the free Basic plan. It is not deleted; your transcripts, snippets, and settings stay, subject to your retention setting.
- No further charges are made.
Deleting your account (Settings → Data & Privacy → Delete account) cancels the subscription immediately and deletes your data permanently. You lose the remainder of the period you paid for, and afterwards we have no record to refund against. If you want a refund, request it before deleting your account.
2. What we refund
| Situation | Refund |
|---|---|
| First 14 days, any plan, first-time subscriber | Full refund, no questions asked |
| Annual plan, cancelled after 14 days | Prorated refund of complete unused months, on request within 30 days of the charge |
| Monthly plan, cancelled after 14 days | No refund for the current month; you keep access until it ends |
| Duplicate or accidental charge | Full refund |
| A charge you did not authorise | Full refund, and we will help you secure the account |
| We removed a feature you paid for, or materially reduced your plan | Prorated refund of the unused term (Terms §14) |
| We discontinue the Service | Prorated refund of the unused term (Terms §15) |
| Extended outage that made the Service unusable | Prorated credit or refund for the affected period |
| Account terminated for violating the Acceptable Use Policy | No refund |
| Renewal you forgot about, and you have not used the Service since it renewed | Full refund, on request within 14 days of the renewal |
We are not obliged to refund because you used the Service and changed your mind, or because your usage was lower than expected — but if you write to us and explain, we will look at it honestly. Refunds outside this policy are at our discretion and are not a precedent.
Refunds go back to the original payment method through Stripe, and normally appear within 5–10 business days depending on your bank. We refund the amount charged; we cannot refund foreign-exchange or bank fees your own bank applied.
3. How to request a refund
Email support@mandravoice.com with the subject line "Refund Request" and include:
- The email address on the account
- The date and amount of the charge (or the Stripe receipt)
- Briefly, why
We reply within 1 business day and process approved refunds within 3 business days.
4. Free trials and promotional pricing
The Basic plan is free permanently and requires no payment method — there is nothing to cancel and nothing to refund.
If we offer a trial or introductory rate, the terms shown at signup apply. Unless we say otherwise, a trial converts to a paid subscription at the standard rate when it ends, and we will email you before that happens. Promotional codes and credits have no cash value and are never refunded in money.
5. Consumers in the EU, EEA, and UK
We do not offer the Service in the European Economic Area or the United Kingdom. See §2 of our Terms of Service. Sign-up and payment are declined for customers we identify as being in those countries, so no distance contract for a digital service is formed there and the 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013 does not arise.
If you are in the EEA or the UK and nonetheless hold a subscription — for example, you subscribed before this restriction, or you moved after subscribing — contact us and we will refund you in full and cancel the subscription, regardless of how long you have had it.
Our own 14-day full-refund window in §2 applies to every plan and every country we do serve.
This does not affect your statutory rights if the Service is faulty, not as described, or not of satisfactory quality.
6. Refunds handled by Stripe
Because Stripe is the seller of record (see the Terms, §6), Stripe can issue a refund directly, under its own policies and typically within 60 days of the charge, without our approval. You can ask us first — the fastest route is usually to email us — but a refund you obtain from Stripe is as valid as one from us. Either way, access to paid features ends when the refund is issued unless we say otherwise.
7. Consumers in Canada
Nothing in this policy limits your rights under the consumer protection legislation of your province — including Quebec's Consumer Protection Act and Ontario's Consumer Protection Act, 2002. Where that legislation gives you a stronger right than this policy does, the legislation applies.
8. Chargebacks
If you believe a charge is wrong, contact us first. We will almost always resolve it faster than your bank will, and a chargeback costs us a fee on top of the disputed amount even when we are right.
Filing a chargeback without contacting us first will result in your account being suspended while we respond to the dispute. If a chargeback is found to be fraudulent — for example, disputing a charge for a service you continued to use — we will terminate the account and may decline to serve you again.
9. Taxes
Prices exclude tax; any sales tax, GST/HST, QST or VAT that applies where you live is added at checkout. Stripe, as seller of record, calculates, collects and remits that tax. A refund returns the tax together with the charge.
10. Contact
support@mandravoice.com — subject line "Refund Request" Response within 1 business day.