Refund and Cancellation Policy

1Scope and Who We Are

Mentalyze is operated by Sueta FZE LLC, a United Arab Emirates legal entity (“we”, “us”, or “our”). This policy applies to every paid subscription and one-time purchase made through the Mentalyze website and mobile applications (the “Services”).

This policy is a plain-language restatement of the billing and refund terms in Section 5 of our Terms of Service and of the safety-related refund provision in our Privacy Policy. It is published separately so that the rules are readable without going through the full agreement. If anything here conflicts with the Terms of Service, the Terms of Service govern.

Payment Processing

Purchases made on our website are processed by Stripe payment provider; purchases made inside the mobile app are processed by the Apple App Store or Google Play. Who processed your payment determines who can cancel it and who can refund it — see sections 3 and 6.

2Billing and Auto-Renewal

Paid subscriptions are billed in advance on a recurring and periodic basis (for example, weekly, monthly, or annually). Your subscription automatically renews at the end of each billing cycle unless you cancel it before the renewal date. By purchasing a subscription, you expressly authorize recurring charges until you cancel.

The price, the billing frequency, the renewal terms, and the cancellation instructions are disclosed before you pay. Where an introductory or discounted price applies to the first period only, the price charged on renewal is the one shown at checkout. We may change our plans or pricing, but a change never applies retroactively to a period you have already paid for.

Cancellation takes effect at the end of the billing period you have already paid for. Until then you keep full access; afterwards your account is downgraded to free use rather than deleted.

3How to Cancel

You can cancel at any time, without contacting support and without explaining why.

Subscriptions bought on our website

Use our cancellation page. Enter the email address you paid with and you will be sent a one-time link to the billing portal, where you can cancel the subscription yourself. No account or password is needed.

Subscriptions bought inside the mobile app

Purchases billed by Apple or Google can only be cancelled through the store that billed them: Apple subscriptions or Google Play subscriptions.

If you cannot reach the billing portal, or you are unsure which subscription you have, write to hello@sueta.co from the address you paid with and we will cancel it for you.

4Refund Policy

We sell access to the Services, not a specified outcome. Mentalyze is a non-clinical wellness tool and makes no promise about a particular result in your life, your relationships, or your mental health, and the absence of a result you hoped for is therefore not a ground for a refund.

Nothing in this section limits the exceptions set out in section 5, and nothing in it removes rights you have under mandatory consumer protection law in your country of residence.

5Exceptions We Consider

Despite the general rule above, we will review the following requests, and we grant refunds in these situations at our sole discretion unless the law requires otherwise.

• Mandatory consumer rights. Where the law of your country of residence gives you a non-waivable right of withdrawal, cancellation, or refund, that right applies and this policy does not override it.
• Billing errors. Duplicate charges, charges taken after a completed cancellation, or an amount that does not match the price disclosed at checkout are corrected in full.
• Unauthorized use of your payment method. If someone bought a subscription with your card or account without your permission, tell us and we will cancel it and review the charge.
• Safety-related restrictions. If we restrict or suspend your access under our Safety Protocol for your own well-being, you may be eligible for a pro-rata refund of the unused portion of your subscription, on written request. We would rather you spent that money on professional clinical care than on our AI tools.
• Technical failure on our side. If a defect we cannot fix prevents you from using the Services for a meaningful part of a billing period, we will refund or credit that period.
• Individual circumstances. We reserve the right to grant a refund or credit case-by-case where the situation warrants it. Granting one exception does not waive our right to decline a refund in other cases.

6Apple and Google Purchases

If you subscribed through the Apple App Store or Google Play, that store is the merchant of record. Your payment was processed under its terms, and only it can issue a refund for it — we have no ability to refund a charge we never received.

• Apple: request a refund at reportaproblem.apple.com, subject to Apple's refund policy.
• Google Play: request a refund through your Google Play order history, subject to Google's refund policy.

Write to us anyway if a store declines and you believe one of the exceptions in section 5 applies — we cannot reverse the store's decision, but we can look at what happened on our side.

7How to Request a Refund

Email hello@sueta.co from the address you used to pay. To let us find the charge without a further exchange of emails, include:

• the email address the subscription was bought with;
• the approximate date and amount of the charge;
• where you bought it — our website, the App Store, or Google Play;
• which of the situations in section 5 applies, and anything that helps us confirm it.

We aim to reply within 5 business days. An approved refund is returned to the original payment method; how long it then takes to appear is set by your bank or card issuer, typically 5–10 business days.

Before you dispute a charge

If something looks wrong, please write to us first. A chargeback filed with your bank takes months to resolve and locks the payment while it runs, whereas we can usually cancel a subscription or correct a billing error the same week. Note that raising a chargeback closes the account it was raised against.

8Changes and Contact

We may update this policy. Changes apply to purchases made after the updated version is published, and the version and date at the top of this page tell you which version you are reading. Material changes are announced as described in the Terms of Service.

For refunds, cancellations, and billing questions, contact hello@sueta.co. For legal notices, contact sueta.llc@gmail.com.