This Refund Policy describes the basis on which Mecharim Ltd. may review requests for refunds, billing reversals, credits, or similar commercial adjustments relating to subscriptions, usage-based charges, and related services made available through the Mecharim platform. This Policy forms part of the contractual framework governing use of the Service and should be read together with our Terms of Service, and, where applicable, any Order Form, statement of work, or other written commercial agreement entered into between Mecharim and the relevant Organization.
1. B2B model
Mecharim is offered primarily on a business-to-business basis. The Service is procured by Organizations for operational, commercial, and technical use by teams, agents, and Mechas. It is not designed as a mass-market consumer subscription product. Accordingly, refunds are not processed through an automatic self-service mechanism. Any request for a refund or commercial adjustment is reviewed upon request and assessed on a case-by-case basis in light of the relevant facts, the applicable agreement, and any mandatory legal requirements.
2. General rule
Except to the extent otherwise expressly provided in a separate written agreement, expressly approved by Mecharim in writing, or required by applicable law, fees paid or payable to Mecharim are non-refundable.
This general rule applies, without limitation, to subscription fees, committed plan charges, usage-based fees, implementation or service charges, and other amounts already incurred or accrued in connection with the Service.
3. When we may consider a refund
Although refunds are not automatic, Mecharim may review a request in good faith where there is a clear commercial, technical, or billing basis for doing so, including, for example:
- a duplicate charge or another clear billing error;
- a material service failure attributable to Mecharim that prevented agreed service functionality from being made available for a meaningful period;
- an incorrect charge arising after cancellation, downgrade, or another account change that should already have taken effect;
- another exceptional circumstance that Mecharim reasonably determines justifies a full or partial refund, service credit, or other commercial adjustment.
4. Situations usually not eligible
Absent exceptional circumstances, refunds will not ordinarily be granted for:
- change of mind following purchase, activation, or renewal;
- unused capacity, unused credits, or lower-than-expected usage levels;
- configuration, integration, deployment, or internal operational issues that were outside Mecharim's reasonable control;
- suspension, restriction, or termination resulting from breach of the Terms of Service or the Acceptable Use Policy;
- taxes, banking charges, foreign exchange costs, third-party processor fees, or other external charges not controlled by Mecharim.
5. How to request a refund
To request a refund, the relevant Organization should contact Mecharim with sufficient information to permit review, including:
- your Organization name and Mecharim account email;
- the invoice, payment reference, or charge date in question;
- the amount in question and the basis for the request;
- any supporting context, records, or explanation reasonably necessary to verify the relevant billing or service issue.
Requests should be submitted to billing@mecharim.com or through our contact page.
6. Review window and response
Unless a longer period is required by applicable law or expressly agreed in writing, refund requests should be submitted within 30 days of the relevant charge.
Mecharim will review requests within a commercially reasonable period and may request additional information before making a determination. Any decision to approve, deny, or partially grant a request remains at Mecharim's reasonable discretion, subject always to any binding written agreement and any mandatory legal rights that cannot be excluded.
7. Form of refund
Where a refund or adjustment is approved, Mecharim may issue the remedy using the original payment method where reasonably practicable. Where that is not feasible or commercially appropriate, Mecharim may instead provide an account credit, credit note, invoice adjustment, or another commercially reasonable form of settlement.
8. Chargebacks
Before initiating a chargeback or payment dispute with a payment provider, card network, or financial institution, please contact Mecharim first so that the matter can be reviewed directly. Unnecessary or premature chargebacks may delay investigation and resolution, and may affect the relevant account while the dispute remains open.
9. Agreement controls
If your Organization has entered into a separate signed agreement, negotiated Order Form, or other written commercial terms with Mecharim that specifically address refunds, credits, billing reversals, or commercial adjustments, those terms will govern to the extent of any inconsistency with this Refund Policy.
10. Changes to this policy
Mecharim may amend or update this Refund Policy from time to time. The version number and effective date shown at the top of this page indicate when it was last revised. Unless otherwise required by law, material changes will apply prospectively from the stated effective date.