Refund Policy

1. Cancelling

You can cancel from the billing portal in Settings → Subscription at any time, without contacting us. Cancellation takes effect at the end of the period you have already paid for. Nothing is cut off before then, and you are not charged again.

Because access continues to the end of the paid period, a cancellation on its own does not produce a refund of that period.

2. First 14 days

If you subscribe and decide within 14 days of your first payment that Metriq is not for you, write to can@metriqmto.com and we will refund that first payment in full — even if you have run take-offs. We would rather return the money than keep a customer who is not getting value.

3. Single-file purchase

A single-file purchase (£100, paid once) is refunded in full if you write to can@metriqmto.com within 14 days of payment and the file has not been processed — that is, the credit has not been used to submit a model. We issue the refund through Paddle and remove the unused file credit from your account at the same time.

Once a model has been processed there is no refund: the translation and processing cost has been incurred at that point, and the results remain in your account for you to open and download.

If processing failed on our side and produced no take-off, the credit did not do its job: we restore it so you can submit the file again, or refund the payment if you prefer (section 4). In every case, email can@metriqmto.com — there is no self-service refund button for a single-file purchase; a person handles each request.

4. When the service fails

If a fault on our side prevented you from using the service for a material part of a billing period, tell us and we will refund or credit that period pro rata. If a fault on our side meant a single-file purchase produced no take-off, we refund it or restore the credit. You do not need to argue the point: if the processing logs show the failure, that is enough.

5. Renewals you did not intend

If a renewal charge takes you by surprise — you meant to cancel and did not — write to us within 7 days of the charge and we will refund it, provided the new period has not been used.

6. What is not refunded

• Periods already used, outside the cases above.
• A single-file purchase once the model has been processed (section 3), or after 14 days from payment even if it has not.
• Overage projects that were processed and delivered, since the work and the third-party translation cost have already been incurred.

7. How to ask, and how long it takes

Email can@metriqmto.com with the account email address and the date of the charge. We respond within two working days. Approved refunds are issued through Paddle, our merchant of record, back to the original payment method; Paddle typically completes them within 5–10 working days.

For a subscription charge you can also raise the refund request directly with Paddle from the invoice email or the billing portal.

For a single-file purchase, write to us first at can@metriqmto.com rather than going to Paddle directly: the refund is issued through Paddle and, when it is made, the unused file credit is removed from your account by hand (section 3). A refund started at Paddle on its own does not remove the credit, so we need to handle the two together.