This Refund Policy explains when and how you can request a refund for Mar-e AI ("Mar-e", "we", "us") subscriptions and any one-time charges. Payments are processed by Paddle.com Market Ltd. ("Paddle"), our merchant of record. Refunds are issued back to the original payment method through Paddle.
1. 14-Day Money-Back Guarantee
If you are not satisfied with a paid plan, you may request a full refund within 14 days of the initial purchase of that plan, provided that you have used fewer than 20% of the credits included in that billing period. This guarantee applies only to the first paid period on a given account.
2. Subscription Renewals
Subscriptions renew automatically until cancelled. Renewal charges are generally non-refundable once processed. You can cancel at any time from your account dashboard; cancellation stops future renewals and you keep access to your plan until the end of the current paid period.
If a renewal was clearly accidental and you contact us within 7 daysbefore substantially using the renewed credits, we will review the request and may, at our discretion, issue a full or partial refund.
3. Credits
Creative energy credits included with a plan have no monetary value and are not separately refundable. Unused monthly credits do not roll over. Bonus or promotional credits are non-refundable.
4. Failed or Low-Quality Generations
If a generation fails due to a technical issue on our side, the system automatically refunds the consumed credit to your balance. If an output looks low quality, you can regenerate or edit it through the in-app chat — outputs depend on inputs and on AI models and are not a basis for a refund on their own.
5. How to Request a Refund
Email support@mar-e.com from the address associated with your account and include:
- your account email,
- the date and amount of the charge,
- the Paddle invoice or order ID (from your receipt email), and
- a short description of the reason for the request.
We aim to respond within 5 business days. Approved refunds are processed by Paddle and typically appear on your statement within 5–10 business days, depending on your bank or card issuer.
6. Chargebacks
Please contact us before filing a chargeback. Most issues can be resolved quickly by email. Accounts associated with fraudulent chargebacks may be suspended.
7. Exceptions
Refunds are not available for accounts terminated for violation of our Terms of Service, for abuse of the refund policy, or where prohibited by law.
8. Statutory Rights
Nothing in this Policy limits any non-waivable consumer rights you may have under applicable law, including, where applicable, EU/UK statutory rights of withdrawal.
9. Contact
Refund questions? Email support@mar-e.com.