Refund Policy

1. Who this applies to

1.1 This policy applies to subscriptions to the Mindcapita platform, operated by Dreaverr Digital Solutions LLP. It forms part of our Terms of Service.

1.2 The platform is sold to businesses and other organisations, not to consumers. Statutory consumer withdrawal rights therefore do not apply. The rights in this policy are granted by us voluntarily.

1.3 Self-service subscriptions are sold through Paddle (Paddle.com), which acts as merchant of record and reseller for those transactions. Paddle processes the payment and executes any refund that is approved.

2. The 14-day period after purchase

2.1 You can request a full refund within 14 days of the initial purchase, provided no campaign has been activated in that time.

2.2 Setting up an account, importing an employee directory, creating a draft campaign and looking around the platform do not count as use in this sense. You can try everything short of sending invitations and still get your money back.

2.3 The refund is issued to the original means of payment. Depending on the bank it can take a few working days to appear.

3. Once interviews have run

3.1 Activating a campaign sends invitations and opens the interviews. From that point the measurement is being delivered: interviews are conducted, evaluated and reported, and the cost of conducting them is incurred immediately and per conversation.

3.2 For that reason the fee for the current contract period is not refundable once a campaign has been activated, and no partial or pro-rata refund is given for the unused remainder of a period.

3.3 This does not affect your rights under section 7 where the platform itself fails.

4. Additional seats

4.1 Seats booked in addition to those included in the plan are refundable within 14 days of booking, provided none of them has been consumed. A seat is consumed once the person it covers has taken part.

4.2 Consumed seats are not refundable. Seats you booked but did not use within a contract period expire at the end of that period and are not carried over or repaid.

5. Renewals

5.1 Subscriptions renew automatically as set out in the Terms of Service. We send a reminder before a renewal is charged.

5.2 A renewal charged after you intended to cancel is refunded in full if you tell us within 14 days of the charge and no campaign has been activated in the new period.

5.3 To avoid a renewal altogether, cancel before the end of the current period; see section 6.

6. Cancelling instead of refunding

6.1 You can cancel at any time. Cancelling stops the next renewal; it does not end the current period or trigger a refund for it.

6.2 Until the end of the paid period the platform stays fully usable, including access to results already produced.

6.3 After the period ends you can export your results for a limited time before the data is deleted, as set out in the Terms of Service and the data processing agreement.

7. If the service fails

7.1 If the platform has a defect that materially prevents you from using it, report it to us. We will remedy it within a reasonable period.

7.2 If we cannot remedy such a defect within a reasonable period, you may terminate the contract and receive a pro-rata refund of the fee for the unused remainder of the current period. Where the defect prevented the measurement from being carried out at all, the fee for that period is refunded in full.

7.3 Section 3.2 does not apply in the cases described in this section.

8. Invoiced customers

8.1 Organisations set up individually and paying against invoice are covered by the same rules, unless their individual agreement provides otherwise.

8.2 Where an individual agreement contains its own refund or termination terms, those terms prevail over this policy.

9. How to request a refund

9.1 Write to support@mindcapita.com with the account's organisation name and the date of the charge. You do not need to give a reason within the 14-day period.

9.2 We confirm receipt and decide within five working days. Approved refunds are then executed by Paddle to the original means of payment.

9.3 For self-service subscriptions you can also manage the subscription and request a refund directly through Paddle, at paddle.net or through the "Manage subscription" link in your purchase confirmation email. Cancelling is also possible at any time in your Mindcapita account settings.

10. Chargebacks

10.1 Please contact us at support@mindcapita.com, or Paddle support through paddle.net, before starting a chargeback with your bank or card issuer. Almost every case is settled faster directly, and a chargeback locks the account while it is being investigated.

10.2 We reserve the right to suspend an account during a chargeback procedure and to refuse further service where chargebacks are used to obtain the service without paying for it.