This policy governs refunds for amounts paid to access Mittr's paid plans (Starter, Growth, Scale, and any custom contracts). It covers recurring subscription fees, usage-based overage charges, one-time charges, and any plan-change prorations. The Free plan has no fees and so has no refund consideration.
Monthly subscription fees are charged at the start of each billing cycle and cover access for the next 30 days (or the equivalent calendar month). Once a monthly cycle has begun, the fee is non-refundable. If you cancel mid-cycle, your plan remains active until the end of the paid period and then reverts to Free; no partial refund is issued for the unused days.
Annual subscriptions are charged once and cover 12 months of access at a discounted rate (typically 17% versus monthly). Annual fees are non-refundable after the first 14 days of the term, except in cases of genuine billing error, statutory cooling-off (see §6), or material non-performance by us. If you cancel within the first 14 days of an annual term and have not consumed more than the equivalent of one monthly cycle's messages, a full refund will be issued on request.
Upgrades take effect immediately and are prorated: you are charged a one-time amount equal to the price difference for the remaining days in the current cycle. Downgrades and cycle-down switches (annual → monthly) are processed immediately, and any unused portion of the higher tier is credited to your provider account balance — this credit is applied automatically against future invoices. Credit balances are not paid out in cash unless required by law.
Mittr meters webhook delivery volume against your plan's monthly allowance. Volume above the allowance is billed as overage at the per-1k rate published for your plan at the time of the relevant billing period. Overage amounts are settled at the end of each billing period; once settled and invoiced, they are non-refundable.
You can cap overage spend in the dashboard (Billing → Overage policy) by either disabling overage entirely (events above quota are rejected with a hard cap) or setting a monthly USD ceiling. Deliveries are suspended once the cap is reached; no additional overage accrues. Configure these controls proactively — we do not retroactively reverse overage that accrued before you applied a cap.
Mittr's cap model refunds your monthly message budget for events that exhausted their retry schedule without successful delivery (dead-lettered). These refunds are applied automatically against your monthly usage count and reflected on the next invoice; no separate refund request is required.
We refund in full, promptly, for:
Contact [email protected] within 60 days of the charge with your invoice ID and a brief description of the issue. We aim to acknowledge within 1 business day and decide within 5 business days. Approved refunds settle on the original payment method in 5–10 business days depending on your bank.
If Mittr fails to deliver substantially the contracted service for a continuous period exceeding our published Service Level Agreement (see Terms of Service §SLA), we may issue a pro-rated credit or, at our discretion, a cash refund covering the affected days. Service credits are the primary remedy; cash refunds are reserved for cases where credits cannot reasonably make you whole (e.g. you have already canceled and have no further invoices to credit against).
Mittr is a B2B service intended for business use. If you have nevertheless signed up as a consumer in the European Union or the United Kingdom, you have a 14-day statutory right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) or the UK Consumer Contracts Regulations 2013. To exercise this right, email [email protected] within 14 days of your first paid subscription. You waive this right to the extent that you have already used the Service during that window (e.g. sent webhook events through your account).
Email [email protected] with:
You can also submit refund requests directly through Paddle's
buyer portal — the link is on every receipt email you receive
from [email protected]. Paddle forwards approved
requests to us; we'll usually reach out directly if any
additional context is needed before settlement.
Once approved, refunds are issued by Paddle to the original payment method:
We don't control bank processing times. If a refund hasn't arrived after 10 business days from approval, contact us and we'll trace it with Paddle.
Please contact us before filing a chargeback or dispute with your bank. We strongly prefer to resolve issues directly — chargebacks involve fees that may be passed through to your account, and an unresolved chargeback may result in cancellation of your subscription.
If a chargeback is filed and we believe it lacks merit, we may contest it through Paddle's dispute process and provide evidence of service delivery. Wins on contested chargebacks do not result in additional charges to you but do invalidate the dispute claim.
We may update this Refund Policy from time to time. The "Last updated" and "Effective" dates at the top reflect the current version. Material changes will be announced with at least 14 days' notice via email to the account owner and via an in-product banner. Continued use of the Service after the effective date constitutes acceptance.
Refund and billing questions:
[email protected]
General terms questions:
Terms of Service
Data privacy questions:
Privacy Policy
Silven Dynamics · Mittr™ is a product of Silven Dynamics.