Refund and Cancellation Policy

1. Subscriptions

You can cancel your menthra subscription at any time from within the app (Settings → Billing → Cancel Subscription) or by writing to support@menthra.ai.

When you cancel:

• Your subscription remains active until the end of the current billing period.
• You will not be charged again.
• You retain access to your subscription benefits until the end of the period.
• Your account is not deleted — your conversation history and personal data remain available unless you separately request deletion via the Your Rights page.

2. Refund Eligibility — New Subscribers (7-Day Window)

If you are a new subscriber and you cancel within seven (7) calendar days of your first paid charge, you may request a full refund, provided you have used no more than thirty (30) minutes of paid service during that window.

To request a refund within this window, write to support@menthra.ai with your account email and the date of charge. Refunds are processed within 7–10 business days to the original payment method.

3. Refund Eligibility — After the 7-Day Window

After the seven-day window, paid subscription fees are non-refundable. You may still cancel at any time and will not be billed for the next period.

In exceptional circumstances — including duplicate charges, technical failure that prevented service delivery, or unauthorized charges — menthra will investigate and issue refunds where warranted, regardless of the 7-day window.

4. Minute Purchases (One-Time Top-Ups)

One-time minute purchases (top-ups added to your personal minute pool) are non-refundable once credited to your account, except in cases of:

• Duplicate or erroneous charge.
• Failure of the service to deliver the purchased minutes due to a verified technical issue on menthra's side.

Unused minutes do not expire while your account remains active. Minutes purchased to a personal pool cannot be transferred to an organization pool, or vice versa.

5. Organization and B2B Subscriptions

Organization subscriptions (employer or clinical deployments) are governed by the master services agreement signed with the contracting entity. Individual employees or members covered by an organization plan should direct refund questions to their employer or program administrator.

6. Live Sessions with Clinicians or Coaches

Completed live sessions with a clinician, coach, or guide are non-refundable.

If you cancel a scheduled live session more than 24 hours before the start time, the minutes are returned to your minute pool. Cancellations within 24 hours of the start time are subject to the provider's individual cancellation policy, which is shown at the time of booking.

7. India-Specific Provisions

For users in India, this section applies in addition to the above:

• All charges are billed in Indian Rupees (INR) and any refund is issued in INR through the original payment method (Cashfree, UPI, card, or net banking, as applicable).
• Refunds are typically processed within 7–10 business days. Bank settlement times may add additional days depending on the issuing bank.
• For grievance redressal under the Consumer Protection (E-Commerce) Rules, 2020, please contact our Grievance Officer at grievance@menthra.ai. The Grievance Officer will acknowledge complaints within 48 hours and resolve them within 30 days.

8. United States-Specific Provisions

For users in the United States, this section applies in addition to the above:

• All charges are billed in US Dollars (USD).
• Refunds are issued in USD through the original payment method (Stripe, card, or other supported method).
• Where state law provides additional refund rights (for example, certain subscription auto-renewal protections under California Business and Professions Code §17602), those rights apply in full.

9. Chargebacks and Disputes

10. Contact

• General refund and billing requests: support@menthra.ai
• India grievance officer: grievance@menthra.ai
• US legal and consumer rights: legal@menthra.ai

This policy is part of, and is incorporated by reference into, the menthra Terms of Service. It does not replace any non-waivable consumer rights you may have under the laws of your country or state of residence.