Refund Policy

Overview

Mantis is a usage-based AI auditing service: every scan we run crawls your site and processes it with AI, and that cost can't be undone. Our refund policy is therefore anchored to a single, objective, verifiable criterion:

Payments for Mantis are processed by Paddle (Paddle.com Market Ltd), our merchant of record. Refunds are issued through Paddle to your original payment method.

Why 90%: when a payment is refunded, the payment processor keeps the fee it charged on that payment. The remaining 10% covers that fee, so refunds don't cost us more than the payment brought in.

Refund Eligibility

Eligibility is checked automatically when you cancel, by looking at the scans run on your account since your last subscription payment. A scan counts if it:

• completed (full-site scans and specific-page audits alike); or
• is still running at the time you cancel; or
• failed after AI processing had started.

A scan that failed without any AI processing (for example, the crawler could not retrieve any pages) does not count.

Monthly Plans

3.1 No Scans Since Your Last Payment — 90% Refund

• You receive a refund of 90% of your last payment (including any upgrade charges made during that billing period).
• Your subscription is cancelled immediately and your account moves to the Free plan.
• A confirmation email with the refund details is sent to your registered address.

3.2 Scans Run — No Refund

• No refund is issued for the current billing period.
• Your subscription is set to cancel at the end of the billing period and will not renew.
• You keep full access to all paid features until the period ends, then move to the Free plan.
• A confirmation email is sent with the end date.
• You can undo the cancellation before the period ends — see Section 8.

Annual Plans

Annual cancellations are self-serve and refunds are requested automatically through Paddle — no support ticket is required.

4.1 No Scans Since Your Subscription Payment — 90% Refund

If you have not run any scans since your annual payment, you receive a refund of 90% of it, your subscription is cancelled immediately, and your account moves to the Free plan.

4.2 Scans Run — Refund for Months Not Yet Started

• Your annual term is divided into 12 calendar months counted from your subscription date (e.g. a subscription that started on 15 January has months running 15 Jan–15 Feb, 15 Feb–15 Mar, and so on).
• The month you are in when you cancel counts as used. You receive 90% of the value of every month that has not yet started.
• Your subscription will not renew. You keep full access until the end of your current subscription month, then your account moves to the Free plan.
• If you cancel during the final month of the year there is nothing left to refund; your plan simply ends at the end of the term.

Annual Refund Formula

When scans have been run, the annual refund is calculated as follows:

amount_paid is what you paid for the current annual term, including tax and any upgrade charges made during the term — so the tax you paid is refunded in the same proportion.

Worked Examples

Amounts above exclude tax for simplicity; where tax was charged, the refund includes the same proportion of it.

Balance

Your Balance is a prepaid US-dollar amount used to pay for specific-page audits. It has the following refund characteristics:

• Unused balance — general rule: Balance is non-refundable once purchased, as it represents a prepaid commitment to future processing capacity.
• Unused balance on account closure: If you close your Account with an unused Balance, we will evaluate refund eligibility on a case-by-case basis. Contact support within 30 days of account closure to request a review.
• No expiry: Balance you buy does not expire. Free credit given by the Mantis team (for example, after a failed scan) shows its expiry date on your Balance page, is used before balance you bought, and is removed if unused by then.
• Only crawled pages are charged: You are charged only for pages that are successfully crawled. If an audit crawls no pages, nothing is charged and any amount reserved for it is released automatically.
• Analysis errors: If a page is crawled but its AI analysis fails, the page is charged and we re-run the analysis so you receive the results you paid for.
• Bulk discount: The 10% discount on top-ups of $50 or more is applied at the time of purchase and is not retroactively adjustable.

Self-Serve Cancellation

Cancellations are self-serve — no support ticket is required. To cancel:

1. Log in to your Mantis account at usemantis.app/dashboard.
2. Navigate to Billing in the sidebar.
3. Click Cancel and confirm your choice.
4. Mantis checks the scans run since your last payment and applies Sections 3–5.
5. Cancelling from Paddle's customer portal (opened from Billing to update your card or download invoices) follows exactly the same rules.
6. Any refund due is requested from Paddle straight away, to your original payment method.
7. A confirmation email is sent to your registered address with the outcome, your access end date and any refund amount.

Reversing a Cancellation

If your subscription is set to cancel at the end of the billing period (no refund was issued), you can reverse the cancellation before the period ends:

1. Navigate to Billing in your dashboard.
2. Click Undo cancellation.
3. Your subscription continues and renews as normal. No extra charge is made.

Discretionary Refunds

In exceptional circumstances — such as a billing error on Mantis's part, a service outage that prevented meaningful use, or other situations outside the standard policy — our team can refund all or part of any subscription payment, regardless of the scans run.

These refunds are issued by our team through Paddle. To request one, contact support@usemantis.app with your account email and a description of the situation. We will respond within 3 business days.

Discretionary refunds are granted at Mantis's sole discretion and do not create a precedent or entitlement for future requests.

Processing & Timeline

Refunds are always returned to the original payment method used at the time of purchase. We cannot redirect refunds to a different card or account. If Paddle declines a refund, we will contact you.

Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Monthly billing periods in which scans were run (access continues to the end of the period).
• Balance that has already been charged for pages crawled in specific-page audits.
• Charges resulting from your own error, such as initiating excessive scans or topping up more balance than needed.
• The current month of an annual plan once scans have been run (it counts as used under the refund formula).
• Any fees charged by your bank or payment provider.

Disputes

If you believe a charge was made in error, or you disagree with a refund determination, please contact us at support@usemantis.app before initiating a chargeback with your card issuer. We can provide a full breakdown of your scans and billing history. Disputes about a charge can also be raised with Paddle, our merchant of record.

Chargebacks initiated without first contacting Mantis support may result in immediate Account suspension. We always prefer to resolve disputes directly and quickly.

Contact

For billing questions, refund requests, or disputes: