Refund policy
Last updated 30 September 2026. Stripe is the merchant of record, so refunds are issued through Stripe.
The short version: within 14 days of the first payment of a subscription, or of buying a top-up, you can withdraw by writing to support@mentorfactory.ai. We refund what you paid, minus the share of the credits you paid for that you have already used. Bonus credits are never refunded. After 14 days there is no refund; cancelling stops the next renewal.
- Subscriptions. Within 14 days of the first payment of a subscription, you can withdraw. We refund that payment minus the share of its credits you have already used, and the subscription ends. Renewals do not start a new 14-day period. After 14 days there is no refund, including for the rest of a billing period; cancelling in the app stops the next renewal at any time.
- Extra credits (top-ups). Within 14 days of buying a top-up, you can withdraw. We refund what you paid for it minus the share of its credits you have already used. Credits you pay for are used before bonus credits (terms, section 4).
- How the amount is worked out. Pro rata of the credits used. If you have used a quarter of the credits you paid for, you get three quarters of the payment back.
- Bonus credits. Referral credits, the 10% extra on a top-up of €100 or more, and promotional credits are never refunded or exchanged for money. When you withdraw from a payment, the bonus credits that came with it are removed.
- How to withdraw. Email support@mentorfactory.ai within the 14 days with a clear statement that you are withdrawing. You may use the EU model withdrawal form, but you don’t have to.
- Starting straight away. At checkout you ask us to start immediately, so your credits are available at once, and you confirm you understand that if you withdraw within 14 days you pay for the credits you have already used.
- After 14 days. Payments are not refundable. If something on our side stops you from using what you paid for, write to us anyway and we’ll put it right.
- Duplicate or accidental charges. Always refunded in full.
- Deleting your account is not a refund. Deletion gives no refund for the rest of the billing period, and unused credits are lost. If you are still within 14 days of the first payment of a subscription or of a top-up, withdraw before you delete.
- How the money comes back. To the payment method you used, through Stripe. We issue the refund within 14 days of receiving your withdrawal, and it then reaches your card within 5–10 business days.
- Your statutory rights as an EU consumer are not reduced by anything here.