Refund Policy

3.1 Overview

Mercury Device Commander is billed as a recurring software subscription at 20 USD per month. Because our product provides access to the software build and local binary execution, standard billing operates on an advance monthly cycle.

3.2 Cancellation & Billing Cycle

• You may cancel your subscription at any time with the payment provider or by email to office@merlin-partners.com.
• When you cancel, cancellation takes effect at the expiration of your current paid monthly billing cycle. You will continue to have full access to Mercury until the cycle concludes. We do not automatically issue prorated refunds for unused days within an ongoing monthly cycle.

3.3 Refund Eligibility

We offer refunds under the following limited conditions:

1. Initial Evaluation / 14-Day Cooling-Off Period: If you are a new subscriber and Mercury fails to operate on your Mac due to verified technical incompatibilities that our support team cannot resolve within reasonable efforts, you may request a full refund within 14 calendar days of your initial purchase.
2. Duplicate or Erroneous Charges: If you were charged more than once for the same monthly period due to a technical billing glitch, we will promptly refund the duplicate transaction upon verification.
3. Statutory Consumer Rights: Nothing in this policy limits statutory cancellation or refund rights that cannot be waived under mandatory local consumer protection laws (including statutory withdrawal rights for European Union consumers where applicable, unless digital service performance has commenced with explicit prior consent).

3.4 Non-Refundable Scenarios

Refunds are not granted in situations including, but not limited to:

• Failure to cancel before the automatic monthly renewal date;
• Disagreements or issues stemming from third-party AI provider outages, API rate limits, pricing changes, or model hallucinations (e.g., issues with OpenAI or Anthropic APIs);
• Revocation of access resulting from violation of our Terms of Service or Acceptable Use policy.

3.5 How to Request a Refund

To request a refund, email office@merlin-partners.com with:

1. The email address used for the purchase;
2. Transaction date and billing reference number;
3. A brief explanation of the technical issue or reason for the request.

Approved refunds are processed to the original payment method within 5-10 business days depending on your financial institution.