Subscription and refund policy

1. Quick summary

• Free trial: 14 days with the Diamond plan features, at no charge.
• Right of withdrawal: within 7 days of the first payment, under Article 13 of the E-Commerce Law (see section 3).
• Delayed activation: if activating the service is delayed for a reason on our side by more than 15 days from payment, you may withdraw and get back what you paid.
• Cancellation: you can stop renewal at any time, and the service continues until the end of the paid period.
• Refunds: to the same payment method.
• Price changes: never affect your paid period; we notify you at least 30 days ahead, and you may cancel the renewal before they apply.

2. Free trial

• It lasts 14 days, and during it you get the Diamond plan features whichever plan you later choose.
• It carries no charge, and your account does not become paid unless you decide so.
• When the trial ends, the limits of the plan you subscribe to apply (one calendar on the Freelancer plan, the number of admin accounts for each plan, and unlimited staff calendars on Silver, Gold, and Diamond). Anything above those limits is paused, not deleted.

3. Right to withdraw from the subscription and get a refund

1. Within 7 days of the first payment you may withdraw and get a refund unless you have already used the paid service, under Article 13 of the E-Commerce Law.
2. We consider the service used once the center starts receiving real bookings from its clients through the booking link after payment. Since the free trial lets you try the service before paying, this is the standard we apply fairly to every request.
3. Delayed performance: if activating the service is delayed by more than 15 days from payment, or past the date we told you, for a reason other than force majeure, you may withdraw and get back what you paid (Article 14).

4. Renewal and cancellation after the withdrawal period

1. Before payment we show you: the price, the billing cycle (monthly or yearly), the end date of the term and the renewal date, that payments are recurring, and how to cancel them.
2. The subscription renews for the same period unless you cancel before the renewal date.
3. To cancel, message us through the published contact channels (WhatsApp or email). A cancel option directly from your account will be added when online payment is enabled. Cancelling is as easy as subscribing, and we confirm it to you in writing.
4. Monthly subscription: renewal stops and the service remains until the end of the paid month; partial months are not refunded.
5. Yearly subscription: renewal stops and the service remains until the end of the paid year; the remainder is not refunded, except in cases of faults on our side (section 6) or where the law requires.
6. After the paid period ends, the account is suspended, and you are given a period to export your data, after which it is destroyed under the Data processing agreement.
7. Price changes: if Mutrafa changes its prices, the change does not apply to your paid period; it applies from the first renewal after at least 30 days' notice, and you may cancel the renewal before then at no charge. See the Terms of use.

5. Changing plans and the yearly option

• You can upgrade or downgrade. Before the change is made, we explain the price difference and the date the change takes effect.
• Yearly: you pay for 10 months and get 12 months (two months free).
• When downgrading you may lose features of the higher plan, and we warn you before you confirm.

6. Faults on our side

If the service becomes substantially unavailable for a reason on our side and we do not fix it within a reasonable time after you report it, you may request a refund for the unused period. This does not cover issues caused by Meta's independent decisions, the center breaching policies, or force majeure.

7. How refunds are made

• The amount is returned to the same payment method, with no extra fees for you, and we start the process without delay once the request is accepted.
• It may take several business days for the amount to reach your account, depending on the bank and the payment gateway.
• We issue a credit note or return invoice as required by law.

8. Client deposits at centers

Deposits and online payment for clients are not currently enabled, and bookings are made without a deposit. They will be enabled once the payment gateway is connected (coming soon). When they are enabled, the deposit, cancellation, and refund policy between the center and its clients will be the center's own policy, shown to the client before payment. Mutrafa is not a party to it.

9. Contact

To request withdrawal, cancellation, or a refund, or to file a complaint, contact us through the channels published on the Contact page. You may also file a complaint with the Ministry of Commerce.