Refund Policy
1. Cancelling your subscription
You can cancel at any time — from your dashboard or by emailing hello@hello.mp. No notice period, no cancellation fee, no phone call required.
Cancelling stops future renewals. Your access continues until the end of the period you have already paid for, and your AI receptionist keeps answering calls until then. After that the subscription simply ends and no further charge is made.
2. 14-day money-back guarantee
This applies to your first payment for the Service, whether the plan is monthly or annual, and it applies even if you have already used AI minutes. We would appreciate hearing what did not work, but your refund does not depend on the answer.
3. Annual plans
After the first 14 days, annual subscriptions are refunded pro rata:
- Cancel within 30 days of the annual payment: we refund every full unused month remaining in the term. The current month, and any month already started, is not refunded.
- Cancel after 30 days: the subscription runs to the end of the paid year and is not refunded, unless the law where you live requires otherwise.
| Example | What you get back |
|---|---|
| You pay for 12 months and cancel on day 10 | Full refund under the 14-day guarantee |
| You pay for 12 months and cancel on day 25 | 10 full unused months refunded (month 1 is in progress, month 2 is already started) |
| You pay for 12 months and cancel in month 5 | No refund; the Service stays active until the end of the paid year |
Monthly plans after the first 14 days are not refunded for the current month — you keep access until the end of it, and nothing further is charged.
4. How to request a refund
- Email hello@hello.mp from the address on your account.
- Tell us the account email and, if you have it, the invoice or order number from Paddle. A sentence about what went wrong helps us fix it, but is not required for the 14-day guarantee.
- We reply within 3 business days confirming the amount and the next step.
- Once approved, the money is returned to the original payment method. Banks typically show it within 5–10 business days, depending on your card issuer.
Refunds are always made to the payment method used for the purchase. We cannot send a refund to a different card, account or person.
5. How refunds are paid out
Our payments are handled by Paddle.com Market Ltd as Merchant of Record. Paddle is the seller of record on your receipt, and it processes the refund on our instruction — so the credit appears from Paddle, and any VAT or sales tax charged is returned with it.
You can also contact Paddle’s buyer support directly at paddle.net with the order number from your receipt.
6. Talk to us before opening a chargeback
If something is wrong — an unexpected charge, a service problem, a subscription you thought you had cancelled — please write to hello@hello.mp first. We answer within 3 business days and, in almost every case, we can resolve it faster than a bank dispute.
A chargeback typically takes weeks to resolve and suspends the account while the bank investigates. We would much rather refund you directly.
7. What is not refundable
- Charges from your own telephony provider, mobile operator or SIP carrier — those are billed by them, not by us.
- Overage charges for AI minutes already used beyond your plan allowance, outside the 14-day window.
- Periods during which the account was suspended for a breach of the Terms of Service — for example, unlawful use or prohibited calling activity.
None of this limits rights you have under the consumer law of your own country. If that law gives you a stronger right to a refund, that law applies.