Refund policy

The policy

Within 30 days of a payment, email support@musterproof.com and we refund it in full. No form, no retention call, no questions about what went wrong, though if you feel like telling us, it is the most useful thing we get.

This applies to each payment on its own, monthly or yearly, so a renewal you did not want is refundable within 30 days of that renewal, not only within 30 days of when you first signed up.

A yearly payment is refunded in full within those 30 days. After them, cancelling a yearly plan stops the next renewal and the plan runs to the end of the year you paid for; the unused months are not refunded. That is the other side of the lower yearly price, and we would rather say it here than in an email after you ask.

How it happens

Refunds are issued by Paddle.com Market Ltd, who took the payment, and go back to the card or account that paid. We start it the same working day you ask. How long it takes to appear is your bank's business rather than ours, but it is usually five to ten working days, and you will have the processor's confirmation email long before that.

What happens to your account

Asking for a refund cancels the subscription and drops the account to the trial plan. Nothing is deleted: your products, uploads and compliance journal stay where they are, and you can export the journal at any point: before, during or after. If you want the data gone too, say so in the same email and we will delete it, which is a separate request precisely because a refund should not quietly destroy your evidence.

Where this does not apply

The trial is free, so there is nothing to refund. Beyond that there is no exception: no excluded plan, no partial period arithmetic, no clause about usage. Musterproof charges a fixed price for the month or the year you chose and refunds that payment whole.

Nothing here reduces the statutory rights you have where you live, including the withdrawal rights of an EU consumer.