Refund & Cancellation Policy

Plans

A plan is bought for one business and renews every month until it is cancelled. The price, the Marcelo Credits it includes and the billing period are shown before you subscribe. Payment is taken in advance at the start of each period by our payment processor, Stripe.

You can cancel at any time. Cancelling stops the next renewal; the plan stays active until the end of the period already paid for, and we do not refund the unused part of a period. Deleting a business cancels its plan in the same way.

If a renewal payment fails, Stripe retries it. If the payment cannot be collected, the plan ends and the business returns to the free state, where paid features are unavailable until a plan is chosen again. Work already approved and published is not undone.

Free trial

A free trial of 3 days is available once per customer account, however many businesses the account holds. You start it by choosing it on Plans & Billing; a payment method is taken at that point and nothing is charged until the trial ends. If you cancel before the trial ends, you are not charged. If you do not, the plan begins and the first period is charged.

Choosing a paid plan during a trial ends the trial at that moment and starts the plan. A customer who has held a subscription before — including one that was cancelled — is not offered a second trial.

The trial's Marcelo Credits are granted once, for the whole account. While the trial runs, every business in the account without a plan of its own spends from that same balance, whichever business does the work. Once a plan is paid for, Credits belong to one business, as described below.

Marcelo Credits

Marcelo Credits are the unit the service spends when it works for a business: a scan, a page, a picture, a video, a website build. Each plan includes an allowance of Credits for each billing period, and additional Credits can be bought as a one-time top-up.

• Credits belong to the business they were granted to or bought for, and cannot be moved to another business or another account. A free trial's Credits are the one exception, shared by the account's businesses while the trial runs.
• Credits have no cash value, cannot be exchanged for money, and are not refundable once bought, except where the law requires it.
• Credits included in a plan are available for the period they were granted for. An expiry date, where one applies, is shown beside the balance; expired Credits are not restored.
• A piece of work is priced before you start it, and the price is shown on the control that starts it. Credits are held when the work begins and settled when it ends. Work that fails, or a website build you stop before it finishes, returns the held Credits to the balance.

Domain registrations

Where Marcelo registers a web address for a business at your request, the registration is bought on the spot from our registrar and the Credits or fee for it are spent at that moment. A domain registration cannot be cancelled or refunded — this is how domain registration works everywhere, not a rule of ours.

You can turn automatic renewal off for any domain Marcelo registered, from the Domains screen, so that it lapses on its renewal date and is not paid for again. You can turn it back on at any time before that date. You can also ask us to transfer the registration to an account of your own.

Website builds and changes

A website Marcelo builds, and a change to one, is priced by how much work it is, and the price is shown before you press. A build that stops before it produces a website — because you stopped it or because it failed — gives the Credits it held back. A finished website is charged what it cost.

Website transfers

Moving an existing website to Marcelo is a one-time payment, offered to a business with an active paid Growth or Scale plan. The price and any tax are shown, as Stripe calculates them, before you agree, and the payment is taken once from the card your plan uses when you confirm. It is not a subscription and does not renew, and it does not change your plan or its price.

• The payment covers one transfer, of the website address you paid for, for that business. Another transfer, or a different address, is a new payment.
• If the transfer fails or you stop it before it finishes, you can start it again without paying again. The transfer itself takes no Marcelo Credits.
• Hosting is included while the business’s Growth or Scale plan stays active and paid. There is no separate hosting charge.
• If the transfer cannot be completed and you do not want to try again, ask us and we refund the payment in full. Once the transferred website is ready for you to review, the payment is not refunded.
• A payment that is declined, or that your bank asks you to confirm and you do not, is not taken, and nothing starts. Paying does not publish anything: the transferred website goes live only when you approve it.

Directory listings

A directory-listing order is priced in Credits on the choice you make, and the Credits are taken when the order is sent to our listing partner. If the order cannot be sent, the Credits are returned to the balance.

• Each directory decides whether to publish a listing. Where our listing partner refunds us for a directory that did not publish, the Credits you paid for that directory are returned to the balance in full, including Marcelo’s margin, once.
• A check that could not read a directory’s page is not proof that the listing is missing, and does not on its own return Credits.
• If we charged an order in error, or did not send an order you paid for, we return its Credits whether or not our listing partner refunds us.

Advertising spend and third-party charges

Money spent inside an advertising account you connected — Google Ads or Meta — is paid by you to that platform under its own terms, and is never collected or refunded by Marcelo. The same applies to any fee charged by a platform you connect, such as a website host or an e-commerce platform.

Price changes

We may change the price of a plan or of Credits with at least 30 days’ notice by email. A change applies from your next renewal after the notice period. If you do not accept it, cancel before that renewal.

Asking for a refund

If you believe you were charged in error — twice for one period, or for a business you had already deleted — write to support@meetmarcelo.ai with the business name and the date of the charge. We review every request and reply within 10 business days. A refund we agree to is returned to the payment method that was charged, through Stripe, and usually appears within 5 to 10 business days.

Where consumer protection law in your country gives you a right to a refund or a cooling-off period that this policy does not, that law applies.