Refund & Cancellation Policy

1. Plain-English summary

• The €19 first-week pilot is non-refundable. You can cancel before day 8 to avoid the recurring monthly charge.
• Monthly subscriptions can be canceled any time from your billing portal. Service continues until the end of the current billing period. No pro-rated refund for the unused portion of a paid month.
• We will refund a recurring monthly charge in full if you cancel within 7 days of that charge and have not used the service materially during the period (defined as fewer than 5 articles published).
• We will refund pro-rata if the service fails to deliver for a continuous period of more than 7 days due to issues on our side.
• Refunds are processed back to the original payment method via our payment processor and typically appear within 5-10 business days.

2. The €19 first-week pilot

At signup you are charged €19 for a 7-day pilot at your selected tier. This charge is non-refundable. On day 8 you are automatically charged the monthly rate of your selected tier (€99, €249, or €599). You can cancel any time before day 8 from your billing portal to avoid the day-8 charge.

If you cancel during the pilot, you retain access through day 7.

3. Recurring monthly subscriptions

Monthly subscriptions auto-renew on the calendar day of your original day-8 charge. Cancellation is one click in your billing portal and takes effect at the end of your current billing period. You retain access through that period.

We do not pro-rate refunds for partial months when you cancel voluntarily.

4. Goodwill refunds

We will refund a recurring monthly charge in full if all of the following apply:

• You request the refund within 7 days of the charge.
• Fewer than 5 articles have been published to your connected site during the relevant billing period.
• You did not previously request a goodwill refund.

This is offered at our discretion as a goodwill gesture, not as a contractual right. Repeated goodwill-refund requests will be declined.

5. Service-failure refunds

If the Mastheads pipeline fails to produce or publish articles to your site for a continuous period of more than 7 calendar days due to issues on our side (excluding planned maintenance announced at least 24 hours in advance, customer-side outages such as WordPress credentials rotated, or third-party outages beyond our reasonable control), we will issue a pro-rated refund for the affected days.

6. Chargebacks

Please contact us at billing@mastheads.app before filing a chargeback with your bank or card issuer. We usually resolve billing disputes within 48 hours. A chargeback filed without a prior attempt to contact us may result in immediate account suspension.

7. How to request a refund

Email billing@mastheads.app with:

• Your account email address
• The date and amount of the charge in question
• A brief explanation of your request

We respond to refund requests within 2 business days.

8. Payment processor

Mastheads uses a merchant of record (Paddle) for payment processing. Refunds are issued via the same processor to the original payment method. Processing time varies by card issuer but typically 5-10 business days.