Refund Policy

This Refund Policy explains when and how you can request a refund for purchases made on the Madisonville platform. It supplements, and does not replace, our Terms of Service and any non-waivable consumer rights you have under English and EU law.

1. 14-day money-back guarantee

Every first-time purchase of a Madisonville plan — including the Trial, Growth, Business and Scale plans — is covered by a no-questions-asked refund window of 14 calendar days from the date of payment. If the platform is not the right fit, email [email protected] from the address on the account and we will refund the full amount paid.

2. What is refundable

• The first paid invoice on a new account, in full, within 14 days of payment.
• Annual subscriptions, where the first 14 days fall before the renewal date.
• Charges made in error, duplicate charges and incorrectly applied taxes — at any time.

3. What is not refundable

• Renewals after the first paid period (you may cancel future renewals at any time from your workspace).
• Top-up credit purchases that have been wholly or partly consumed.
• Bonus credits awarded as part of a top-up, promotional campaign or referral.
• Custom development, onboarding services or third-party fees passed through at cost.

4. Partial refunds for unused credits

Outside the 14-day window, unused top-up credits may be refunded at our discretion, pro-rated by the number of unused credits at the original per-credit price, less any payment-processing fees. Subscription credits included in your monthly plan are not refundable individually.

5. Cancellation

You can cancel a recurring subscription from your workspace at any time. Cancellation stops future renewals; access to paid features continues until the end of the current billing period.

6. How to request a refund

1. Email [email protected] from the email address on your Madisonville account.
2. Include the order reference (format MV-XXXXXX) and a brief reason — useful for our roadmap, but not required.
3. We respond within two working days and process approved refunds within seven working days.

7. How refunds are paid

Refunds are issued to the original payment method. Bank transfer payments are refunded by bank transfer to the originating account; once card, PayPal and Stripe payments are enabled, those refunds will return to the same instrument used at checkout.

8. Statutory rights

If you are a consumer based in the UK or the EU, you have a statutory right to cancel a distance-sold service within 14 days under the Consumer Contracts Regulations 2013 / Consumer Rights Directive. Where you have started using the Service inside that period you agree, by clicking "Place order", that you may lose part of that statutory right in proportion to the use already made. Our 14-day money-back guarantee is at least as generous as the statutory right and applies to consumers and businesses alike.

9. Disputes

If you are unhappy with a refund decision, please reply to the same email thread asking for an internal review. We are committed to resolving disputes amicably; nothing here limits your right to alternative dispute resolution or to pursue a claim in court.