Refund Policy

Try it before you pay

Every plan starts with a 7-day free trial, and we don't ask for a card to begin it. The trial is there so you can decide whether Matram works for you before any money changes hands. If it isn't right, simply don't subscribe and you are never charged.

Cancelling

You can cancel at any time from Billing in your dashboard. Cancelling stops the next renewal. Your assistant keeps working until the end of the period you have already paid for, and we don't pro-rate or refund the remainder of that period.

When we refund a payment

Email us within 14 days of a charge and we will refund it in these cases:

• You were charged twice for the same period.
• A renewal you meant to cancel went through, and you have not meaningfully used the service in the new period.
• The service was unavailable or materially broken for a sustained part of the period and we could not put it right.
• You were charged after cancelling.

Outside those cases, fees already paid are non-refundable. We would rather fix the problem than take your money for something that isn't working, so tell us what went wrong first.

Your statutory rights

Nothing here limits rights you have under the consumer law that applies to you. Where local law gives you a stronger right to a refund than this policy does, that law applies.

How refunds are paid

Our order process is run by Paddle, who act as the merchant of record for purchases of Matram. Your card or bank statement will show Paddle rather than Matram. Approved refunds are issued by Paddle to the original payment method, and typically appear within 5–10 business days depending on your bank.

Asking for a refund

Email hello@matram.ai from the address on the account, and tell us the date of the charge and what happened. We aim to reply within two business days.