Order Cancellation Policy

📋 Overview

MayuAI is a digital service platform. Because AI credits are consumed instantly upon use and digital products are delivered immediately, cancellation options are limited. This policy outlines when and how you can cancel orders or subscriptions.

1. Credit Pack Orders

Before Payment Confirmation: You may cancel at any point before you complete the payment step. Simply close the payment window or navigate away from the checkout page.
After Payment Confirmation: Once payment is confirmed and credits are added to your account, the order cannot be cancelled. Credits are digital goods delivered instantly.
Failed Transactions: If your payment fails (bank decline, network error, etc.), the order is automatically voided. No action is needed from your side. If you see a charge on your statement but credits were not added, contact us within 72 hours.
Pending Orders: Orders in PENDING status (payment initiated but not confirmed) will automatically expire after 24 hours if payment is not completed.

2. Subscription Cancellation

How to Cancel: Go to Dashboard → Billing → Cancel Subscriptionor email us at support@mayuai.comwith your account email and "Cancel Subscription" in the subject line.
Effective Date: Cancellation takes effect at the end of the current billing cycle. You retain full access until then.
No Prorated Refunds: We do not provide prorated refunds for cancellations made mid-cycle. You will continue to have access until the period ends.
Automatic Renewal: Subscriptions renew automatically. To avoid renewal, cancel at least 24 hours before your next billing date.
After Cancellation: Your account reverts to the Free tier. Any remaining credits in your account remain usable. Plan-specific benefits (higher rate limits, model access) are removed at the end of the billing period.

3. FDK (Foundation Development Kit) Orders

Before Payment: You may cancel before completing payment at any time.
After Delivery: FDK orders cannot be cancelled once the kit has been delivered (automation templates, community access, and API credits activated). Digital products cannot be "returned" once accessed.
Delivery Failure: If your FDK is not delivered within 24 hours of successful payment, contact us immediately. We will either deliver the kit or process a full refund.

4. Account Closure

How to Close: To permanently close your account, emailsupport@mayuai.com with "Account Closure Request" in the subject line. Include your registered email address.
Processing Time: Account closure is processed within 7 business days.
Remaining Credits: Any unused credits in your account at the time of closure are forfeited. Credits cannot be converted to cash or transferred.
Active Subscriptions: Active subscriptions must be cancelled before account closure. We will cancel any active subscription as part of the closure process.
Data Deletion: Personal data is deleted within 30 days of account closure, except payment records which are retained for 7 years as required by Bangladesh law.

5. Cancellation by MayuAI

We reserve the right to cancel orders or accounts in the following situations:

Fraud: Suspected fraudulent transactions or chargeback abuse
Terms Violation: Violation of our Terms of Service
Legal Requirements: Legal orders or government regulations
Service Discontinuation: If we discontinue a product (30-day notice will be provided)

In cases of cancellation by MayuAI (excluding ToS violations), unused credits will be refunded.

6. How to Request Cancellation

📧 Email: support@mayuai.com(Response within 24 business hours)
📞 Phone: +88 01716 95 65 85(Sunday–Thursday, 10 AM–6 PM BST)
📍 Address: Jamuna Future Park, Level-4, Block-B, Kuril, Baridhara, Dhaka-1229, Bangladesh

Please include your Order ID, registered email, and reason for cancellation in your request.

7. Governing Law

This cancellation policy is governed by the laws of Bangladesh, including the Consumer Rights Protection Act, 2009. Disputes shall be resolved in the courts of Dhaka, Bangladesh.