Refund Policy

The short version

If a session fails because of us, we refund you automatically. If a session fails because of you, we generally don't. If you got value from a session and just don't like the score, that's not a refund situation. That's what the dispute mechanism is for.

We refund automatically wherever we can. We don't make you ask. We don't make you wait.

1. Automatic refunds (the default)

The consumed unit — a Mirror voice round, a Mirror Dossier, a Mirror Morning Rep, a week-pass round, or a legacy token — is automatically credited back to your account when:

• Your session ended within 5 minutes of starting. Insufficient value was delivered. Doesn't matter why it ended.
• The system failed during your session. API timeouts, dropped WebRTC connections, AI provider outages, server errors. Any failure on our side credits the unit back regardless of session length.

Refunds happen within 60 seconds of the session ending. You will see the round (or Dossier, or Rep) restored on your dashboard automatically. No email request needed. No support ticket.

2. Cases where we do NOT auto-refund

The consumed unit is NOT automatically refunded when:

• You completed a session of 5 minutes or longer (you got the rehearsal value)
• You closed the browser tab voluntarily mid-session (we still saved your partial transcript on your dashboard for review, but the round counted)
• You disliked the score (the score is what it is. Use the dispute mechanism instead)
• You felt the AI's questions were too hard or too easy for your level (the calibration is honest. If it feels far off, dispute the score with specifics)

3. Discretionary refunds

We will consider refunds outside the auto-refund rules in cases like:

• A clear technical issue we missed (for example, audio quality made the session unusable)
• A scoring error so significant it made the session worthless
• A duplicate charge from a payment system glitch

Email support@maypurl.com within 60 days of the charge. Include your session ID (visible on the dashboard) and a brief description of what went wrong. We respond within 7 business days.

4. How a refund is delivered

Refunds return to your account as capacity, not as money to your card. Specifically:

• Mirror subscribers: the refunded round (or Dossier, or Morning Rep) is added back to your current cycle's remaining count. If your cycle has already reset, we credit your next cycle.
• Week-pass holders: the refunded round is added back to your remaining pass capacity. If your 7-day window has already expired, see Section 5.
• Grandfathered token balances: the refunded token is returned to your legacy balance.

This is by design. Most users want to retake the session, not abandon the product, and capacity is the right unit of value.

Where you genuinely cannot or will not use the service again (for example, a duplicate charge or a billing dispute), we will refund to the original payment method on request. Cash refunds typically take 5 to 10 business days to appear, depending on your bank.

5. Cancellations, week-pass expiry, and partial refunds

The Mirror. You can cancel at any time from the billing portal. Cancellation stops the next renewal; you retain access through the end of the current paid period. We do not pro-rate refunds for partial cycles on voluntary cancellation. If you want a pro-rated refund after a particularly bad experience, email us within 30 days of the charge.

Week passes. Week passes are 7-day, finite-cap, no-rollover products. Unused capacity does not refund automatically at expiry. If you upgrade to The Mirror within the same 7-day window of an active pass, your unused capacity is converted to a credit on your subscription (Section 4 above describes how that lands).

Legacy SKUs (grandfathered users only). The 5-pack and Premium 5-pack are no longer sold and were archived in Stripe in May 2026. Existing grandfathered token balances retain their original refund-eligibility window: pro-rated refunds within 30 days of original purchase, only if no tokens from the pack have been used.

6. Disputes vs refunds

A "dispute" and a "refund request" are different things. If your session worked but you think the score is wrong, file a dispute on the score itself (button on every dimension card in the report). Disputes are reviewed and may result in score adjustment, but not in a capacity refund.

Refunds are for cases where the session itself didn't deliver value. Disputes are for cases where the session ran but the evaluation was off.

7. Chargebacks

Please contact us before initiating a chargeback with your bank. Chargebacks are expensive and usually unnecessary. Almost every legitimate refund situation is something we resolve directly within 7 business days. Initiating a chargeback for a charge we would have refunded happily is a waste of your time and ours, and may result in account suspension.

8. Contact

For refund questions or requests, email support@maypurl.com with "Refund" in the subject line. Include your session ID where applicable.