Refund Policy

1. Merchant of Record

• All purchases of Mercon subscriptions are processed by Paddle.com, our authorized reseller and Merchant of Record.
• Paddle handles all payment processing, invoicing, sales tax, and VAT compliance on our behalf.
• When you purchase a Mercon subscription, you are entering into a transaction with Paddle, which then licenses access to the Mercon platform to you.
• By completing a purchase, you agree to Paddle's Buyer Terms (available at paddle.com/legal/buyer-terms) in addition to these terms.

2. Free Trial

• New accounts receive a 14-day free trial with full access to the selected plan.
• No payment information is required to start the trial.
• You may cancel at any time during the trial period without being charged.
• If you do not select a paid plan before the trial expires, your account will be downgraded automatically.

3. Subscription Cancellation

• You may cancel your subscription at any time through your Mercon dashboard (Settings → Billing) or by contacting our support team.
• Cancellation takes effect at the end of your current billing period — you will continue to have full access until then.
• Cancellation prevents future billing cycles but does not retroactively refund the current period.
• There are no cancellation fees or penalties.

4. Refund Eligibility

• We review refund requests on a case-by-case basis. You may be eligible for a refund if:
• You contact us within 14 days of your purchase or renewal date.
• The platform did not perform as described and our support team was unable to resolve the issue.
• A duplicate charge or billing error occurred.
• You were charged after cancelling your subscription due to a processing error.

5. Non-Refundable Circumstances

• Refunds are generally not provided in the following situations:
• Change of mind after the service has been accessed or used during the billing period.
• Failure to use the service — unused subscription time is not eligible for refund.
• Downgrading to a lower plan — the difference is not refunded for the current period.
• Issues caused by third-party services, your own integrations, or factors outside Mercon's control.
• Requests made more than 14 days after the transaction date.

6. How to Request a Refund

• To request a refund, you can:
• Email our support team at [email protected] with your account email, Paddle transaction/receipt number, and the reason for your request.
• Or contact Paddle directly via the support link in your purchase receipt email.
• We aim to respond to all refund requests within 3 business days.

7. Refund Processing

• Once a refund is approved, it is processed by Paddle back to your original payment method.
• Please allow 5–10 business days for the funds to appear on your statement, depending on your payment provider.
• Refunds are issued in the original currency of the transaction.

8. EU Right of Withdrawal

• If you are a consumer in the European Union, you may have a 14-day right of withdrawal from the date of purchase.
• However, by accessing the Mercon platform and using the service, you acknowledge that you have requested the service begin immediately and that you forfeit your right of withdrawal once the service has been fully performed.
• This does not affect your statutory rights under applicable consumer protection laws.

9. Plan Changes and Upgrades

• You may upgrade or downgrade your plan at any time.
• Upgrades take effect immediately with prorated billing for the remainder of the current period.
• Downgrades take effect at the beginning of the next billing period.
• Price changes for existing plans are communicated at least 30 days in advance.

10. Contact

For questions about this Refund Policy or to request a refund, please contact us at: [email protected]