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)

A 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. Token comes back.
• The system failed during your session. API timeouts, dropped WebRTC connections, AI provider outages, server errors. Any failure on our side returns your token regardless of session length.

Refunds happen within 60 seconds of the session ending. You will see the token return to your dashboard automatically. No email request needed. No support ticket.

2. Cases where we do NOT auto-refund

A token 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 you used the slot)
• 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 tokens, not as money to your card. This is by design. Most users want to retake the session, not abandon the product, and tokens are the right unit of value.

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

5. The 5-pack and partial refunds

If you purchased a 5-pack and want to be refunded for unused tokens, we can do this on a pro-rated basis only if the request is within 30 days of purchase and no tokens have been used. Once you've used at least one session from the pack, the discount is locked in and the remaining tokens stay tokens.

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 token 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.