Refund & Cancellation Policy
Understanding our refund and cancellation terms for all service packages.
Table of Contents
1. Contract Overview
Every Mercato service agreement includes:
Setup Fee
One-time, non-refundable
Initial Term
120 days
Auto-Renewal
Month-to-month after 120 days
Cancellation
30 days written notice required
2. Setup Fees
2.1 Non-Refundable
Setup fees ($1,500-$2,000 depending on package) are non-refundable under all circumstances.
Setup includes:
- •Contract negotiation and legal review
- •Client onboarding and requirements gathering
- •Data cleaning and AI model training
- •Platform integration and customization
- •Testing and quality assurance
- •Go-live support
3. Monthly Service Fees
3.1 Billing Schedule
- • Monthly fees billed via PayPal on the same calendar date
- • Billing date determined by onboarding date
- • First month service fee: FREE (included in setup period)
3.2 Payment Due
- • Monthly fee due on billing date
- • Automatic PayPal charge from linked account
- • Failure to pay results in service suspension after 5 days
4. Performance Commitment
4.1 Our Commitment
Mercato is committed to delivering 20-30% relative conversion rate lift for eligible clients within the first few months.
4.2 If Targets NOT Met
- •No refund of setup fees
- •No refund of prior monthly fees
- •Extended optimization service for days 61-120
- •Monthly fee reduced to 50% (infrastructure costs only)
- •Mercato team works intensively to achieve target
4.3 Alternative: Termination
If you prefer not to continue after the initial period:
- • You may request contract termination
- • No further payment obligations
- • Data export provided within 14 days
5. Initial 120-Day Term
5.1 Cancellation During Term
- • Setup fees: Non-refundable
- • Monthly fees paid: Non-refundable
- • Service terminates immediately upon written notice
5.2 What You Get in 120 Days
Weeks 1-3
Full implementation & go-live
First few months
Performance optimization period
Remaining term
Continued service + optimization
Day 120
Auto-renews (or cancel with 30-day notice)
6. Renewal & Ongoing Service
6.1 Auto-Renewal
At end of 120-day term:
- • Contract automatically renews for 30-day periods
- • Initial performance commitment period applies to first term
- • All features continue as contracted
6.2 Price Adjustments
Monthly fees may increase with 30 days notice for:
- • Inflation or cost increases
- • New features added
- • You have 15 days to cancel if you reject increase
7. Cancellation Process
7.1 How to Cancel
- • Email: contact@mercato.agency with subject "Cancellation Request"
- • Include: Account name, reason, effective date
- • Provide 30 days written notice (after 120-day term)
7.2 Cancellation Effective Date
- •Notice on day 90 → Cancellation effective day 120
- •Notice after day 120 → Effective 30 days later
- •Service continues until effective date; final billing processed
7.3 Early Termination (Before Day 120)
- • No setup fee refund
- • No monthly fee refund for periods paid
- • Service immediately terminates upon written notice
8. Payment Failures & Suspension
8.1 Failed Payment Timeline
Day 1PayPal retry attempt
Day 5Email notification
Day 10Service suspended
Day 30Contract terminated
8.2 Reactivation
- • Pay all outstanding fees including late charges
- • Email to request reactivation
- • Service reactivated within 24 hours
9. Refund Conditions
9.1 Refunds Provided ONLY For
- 1.SLA Credit: Monthly fee credit if uptime <99.9%
- 2.Duplicate Billing: Accidental double-charge refunded within 30 days
- 3.Service Not Delivered: 50% setup fee refunded if no implementation within 30 days
9.2 Refunds NOT Provided
- • Setup fees (non-refundable)
- • Monthly fees for service delivered
- • Fees during 120-day term if you cancel
- • Buyer's remorse
- • Fees for features not used
10. Data Upon Cancellation
10.1 Data Export
- • All chat logs (CSV)
- • Analytics dashboards
- • Conversation history
- • Within 14 days, no charge
10.2 Data Deletion
- • 30 days after contract end
- • Permanently deleted
- • Deletion certificate available
11. Disputes & Resolution
11.1 Billing Disputes
- •Email contact@mercato.agency within 30 days
- •Provide invoice number and reason for dispute
- •Mercato responds within 10 business days
11.2 Refund Disputes
- • Escalate to CTO if request denied
- • Final decision within 15 business days
- • Binding arbitration per Terms of Use (India jurisdiction)
12. Special Circumstances
12.1 Force Majeure
- • No monthly fees during suspension
- • Service resumes when possible
- • No refund (excluded from SLA)
12.2 Business Closure
- • 30 days advance notice
- • Proportional refund (unused portion)
- • Data export assistance provided
13. Contact
Except as explicitly stated in this policy, no refunds are provided for any reason.
For billing inquiries, refund requests, or cancellation:
⏱️Response time: 10 business days
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