Last updated: November 2025
1. Purpose & Applicability
This Refund & Cancellation Policy (“Policy”) governs all subscription fees, payments, upgrades,
renewals,
and add-on services provided by mettastay.com (referred to as “MettaStay”, “we”, “us”, or “our”) through
its platform, website, APIs, or associated interfaces.
This Policy should be read alongside the Terms & Conditions and Privacy Policy of MettaStay. In case
of
any conflict, this Policy shall govern matters of refunds and cancellations.
By subscribing to MettaStay’s services, you (the “User” or “you”) agree to abide by this Policy.
2. Services Covered & Nature
mettastay.com offers SaaS services for property and hospitality management, integrated AI features,
analytics, and automation. There are no physical goods; all deliverables are digital (software access,
features, dashboards, AI modules).
Accordingly, refunds, cancellations, and credits must be handled in a way appropriate for digital/SaaS
models.
3. Free Trial / Evaluation Period
- If MettaStay offers a free trial or “freemium” plan, that trial period is exempt from payment and thus
has no refund implications.
- Users must upgrade (i.e. convert to paid) before the trial ends to gain paid features.
- No refunds are applicable during or for a free trial (since no charge is made).
4. Paid Subscriptions: Refunds & Termination
4.1 Non-Refundability of Active Subscriptions
- Once you upgrade to a paid subscription (monthly, quarterly, or annual), the fee for the paid period
is generally non-refundable.
- You may cancel auto-renewal at any time; cancellation prevents future billing but does not grant
refunds for the current active period.
- Your access to paid features continues until the end of the current billing cycle after cancellation.
4.2 Exception Window (Discretionary Refund)
- If you request a refund within 48 hours of your initial payment or plan renewal (for the first billing
cycle), MettaStay may (at its discretion) offer a full or partial refund, especially in cases of
accidental purchase, duplicate charge, or other valid causes.
- Refund requests made after this window are typically not considered.
5. Upgrades, Downgrades & Prorating
- If you upgrade your plan mid-cycle, the billing for the new plan is prorated for the remainder of the
period — no refund is given for the unused portion of the old plan, but you gain the upgraded access
immediately.
- If you downgrade, the change takes effect from the next billing cycle; no refund is given for the
unused portion of the higher plan.
- Any add-ons or feature module purchases follow the same rule — generally non-refundable once
provisioned.
6. Service Outage, System Errors & Failure
- In the event of server downtime, technical failure, or a bug preventing access to core functionalities
for an extended period, MettaStay may evaluate partial credits or refunds (pro rata) for the affected
time period.
- Such remedial credit is limited to the subscription cost of the affected period and does not extend to
future periods.
7. No-Show / Non-Usage
- Because MettaStay is an always-available digital platform, “no-show” or “non-usage” is not applicable
in the typical sense.
- Lack of usage does not entitle a refund if the service was continuously available during the paid
period.
8. Refund Processing & Method
- Approved refunds will be issued to the original payment method (credit card, bank transfer, payment
gateway).
- Refunds will be processed within 5–10 business days of approval.
- If any transaction processing fees or gateway costs are non-recoverable, MettaStay may deduct those
from the refund amount (with notice).
9. How to Request Cancellation / Refund
To request cancellation or refund:
1. Log in to your MettaStay account and go to billing/subscription settings (if available) to disable
auto-renewal.
2. Or send an email to connect@mettastay.com.
3. Provide the following details:
- Your name / organization
- Registered email / account ID
- Transaction / invoice ID
- Date of payment / renewal
- Reason for refund request
MettaStay may require additional documentation or investigation before approving a refund.
10. Discretion & Exceptions
MettaStay reserves the right to grant exceptions to this Policy in special cases such as:
- Documented billing mistakes (double charge, etc.)
- Verified system faults or lost data due to a fault in the platform
- Other compelling reasons as determined by management
Any such exceptions are at MettaStay’s sole discretion and are final.
11. Contact Us
If you have questions about this refund policy or your specific case, please reach out to our support
team:
12. Amendments & Versioning
MettaStay may modify this Policy from time to time to reflect changes in business model, legal
requirements, or best practices. In particular:
- Updated versions will be published on the website and will supersede previous ones as of their
effective date.
- We encourage you to review this Policy periodically to stay informed about any changes.
- Your continued use of the service after changes constitutes acceptance of the updated Policy.
13. Governing Law & Disputes
This Policy is governed by and construed under the laws applicable to MettaStay, as specified in the
Terms & Conditions.
All disputes arising under or in connection with this Policy are subject to the jurisdiction of the
courts specified in the Terms & Conditions.
