1. Subscription model
Marai Agenda operates on a recurring subscription model (monthly or annual). Payment is made in advance at the start of each billing period and provides immediate access to the features of the contracted plan.
2. Payment processing and VAT
All payments are processed securely through Stripe, Inc., a PCI-DSS certified payment provider. Marai does not store credit card data on its servers. Prices are shown excluding VAT; applicable VAT is calculated automatically at checkout via Stripe Tax, in accordance with current tax regulations and the customer's location.
3. Cancellation
You can cancel your subscription at any time from Settings → Subscription in your dashboard. Cancellation takes effect at the end of the already-paid billing period: you retain full access until that date and no additional charges are made.
4. Refund policy
As a general rule, no refunds are issued for partially consumed periods. The following exceptions include reversal of the corresponding VAT, handled automatically by Stripe Tax:
- Right of withdrawal (14 days): For contracts concluded online with consumers in the EU, you have 14 calendar days from the date of purchase to exercise your right of withdrawal, unless you have explicitly requested immediate access to the service and waived that right at the time of payment (Art. 103(m) TRLCU). Refunds — including VAT paid — are processed within a maximum of 14 calendar days from acceptance of the request (Art. 107 TRLCU).
- Serious technical failure: If an error attributable to Marai prevents you from using the service on an ongoing basis, we will review the case and may issue a proportional credit or refund, including the corresponding VAT.
- Duplicate charge: If we detect or you report a duplicate charge, we correct it immediately, refunding the full amount including VAT.
5. Annual plans
Annual plans offer a discount compared to the monthly price. If you cancel an annual plan before its expiry, the unused proportional part is not refunded, except in the cases indicated in section 4.
6. Permanent free plan
Marai offers a permanent free plan at no cost (€0/month) that never expires and does not automatically convert to a paid subscription. No credit card is required to access it. The Free plan includes 1 professional and up to 50 appointments per month. Marai does not offer trial periods for paid plans: upgrading to a paid plan is always an explicit action by the user, with no retroactive charges for time spent on the free plan.
7. Plan changes
Upgrades and plan changes are managed through the Stripe Customer Portal, which applies automatic proration. If you downgrade to a lower plan, the change takes effect at the end of the current period.
8. How to request a refund
To request a refund covered by the above exceptions, contact our team at soporte@maraiagenda.com indicating your account email, the reason for the request and, if applicable, the transaction reference. We respond within a maximum of 5 business days.
9. Disputes and chargebacks
We encourage you to contact us before initiating a bank dispute. Most issues are resolved quickly through direct communication. Formally filed disputes with the bank may result in immediate suspension of the service during the investigation.
10. Modifications
Marai reserves the right to modify this policy with a minimum notice of 30 days published on this page. Changes do not affect already-started billing periods.
Frequently asked questions about refunds and cancellations
Can I cancel my Marai Agenda subscription at any time?
Yes. You can cancel from Settings → Subscription in your dashboard. Cancellation takes effect at the end of the already-paid billing period: you retain full access until that date and no additional charges are made. There are no cancellation penalties.
Do I have a right of withdrawal in the EU when subscribing to Marai Agenda?
Yes. As this is a distance contract concluded with consumers in the EU, you have 14 calendar days from the date of purchase to exercise your right of withdrawal, unless you have explicitly requested immediate access to the service and waived that right at the time of payment (Art. 103(m) TRLCU). Refunds, including VAT, are processed within a maximum of 14 calendar days from acceptance of the request (Art. 107 TRLCU).
How do I request a refund in Marai Agenda?
Contact soporte@maraiagenda.com indicating your account email, the reason for the request and, if applicable, the transaction reference. We respond within a maximum of 5 business days. Refunds covered by the exceptions in the policy include reversal of the corresponding VAT, handled automatically by Stripe Tax.
What happens if I detect a duplicate charge?
If you detect or report a duplicate charge, we correct it immediately by refunding the full amount, including the corresponding VAT. Write to soporte@maraiagenda.com with the date and reference of the charge and we will resolve it within 24-48 business hours.
Is the unused proportional part of an annual plan refunded?
As a general rule, the unused proportional part of annual plans is not refunded, except in the exceptional cases covered by the policy (14-day EU right of withdrawal, serious technical failure attributable to Marai, and duplicate charge). In those cases, the refund includes reversal of the corresponding VAT.