Refund Policy

1. Scope

This policy applies to subscription charges made by MockGateway for a paid plan. It sits alongside our terms of service, and where a mandatory consumer right in your country gives you more than this policy does, that right applies.

2. When We Issue a Refund

Refunds are for the cases where the charge, or what you got for it, was our problem. We refund when:

• You were charged twice for the same billing period, or a single charge was taken more than once.
• A payment was taken but your account was never upgraded — including the case where our system recorded the payment as failed while your provider recorded it as successful.
• Your subscription was active but the service was unavailable for a prolonged period, beyond any published availability target.
• You were charged after submitting a cancellation that we confirmed.
• A renewal you did not intend, reported within 7 days of the charge, where the new period has no meaningful usage.
• A first-time subscription that turns out not to work for your stack, reported within the first 14 days.

If your situation isn't on this list but you were charged for something you didn't get, tell us anyway. The list describes the cases we've thought of, not the limits of our judgement.

3. When We Don't

• A change of mind after substantial use of a paid period.
• The unused remainder of a month after a mid-cycle cancellation — access continues to the end of the period you paid for instead.
• Free plan usage, since nothing was charged.
• Accounts suspended or terminated for breaching the terms of service.
• Failures caused entirely by your own integration, infrastructure, or third-party services.

4. How to Request One

Write to us through the contact page or email hello@mockgateway.com. Include:

• The email address on the account
• The transaction or invoice ID, the date, and the amount charged
• A short description of what happened

One channel is enough — you don't need to email and open a ticket and post about it.

5. How Long It Takes

We aim to acknowledge a refund request within 2 business days and to decide within 5. Approved refunds go back to the original payment method — we can't send one anywhere else. After we issue it, your bank or card provider typically takes a further 5–10 business days to post it, which is outside our control.

6. Chargebacks and Disputes

Please contact us before opening a dispute with your bank. Once a chargeback is filed, our payment processor freezes the transaction and we can no longer refund it directly — the two processes can't run at the same time, and the bank's route is the slower one. Almost every case we've seen is resolved faster by email.

7. Cancellations and Downgrades

You can cancel a paid plan at any time. Cancelling stops the next renewal; it doesn't end the period you've already paid for, so your plan stays active until that period ends and then drops to the free plan. Downgrading works the same way. Cancelling does not, on its own, produce a refund of the current period — see section 2 for when it does.

8. Currency, Fees, and Tax

Refunds are issued in the currency you were charged in, for the amount that was charged. If your bank's exchange rate moved between the charge and the refund, or it applied a foreign transaction fee, the amount landing in your account may differ — that difference is your bank's, not a partial refund. Where tax was charged, it's refunded with the rest.

9. Changes to This Policy

We may update this policy; the revised version is posted here with a new "last updated" date. The policy in force on the day you were charged is the one that applies to that charge.