At marrow, we want you to be completely satisfied with your experience. Our refund policy is designed to be fair and transparent, giving you peace of mind when subscribing to any paid plan.
Overview and Philosophy
Our refund policy is designed to be fair, transparent, and customer-focused. We want you to be completely satisfied with your marrow experience.
Our Commitment
We stand behind our product and want you to feel confident when subscribing to any paid plan. If you're not satisfied, we're here to make it right.
Fairness Principle
Credits consumed during your subscription are real operational costs to us. Our refund policy balances your satisfaction with the resources we allocate to serve you.
Transparency
We clearly explain what is refundable, what isn't, and how the refund process works. No hidden terms or surprises.
Free Tier
The Free tier is completely free to use and requires no payment information.
No Refunds Needed
Since the Free tier costs $0, there are no refunds to process. You can use your 75 free credits to explore all features without any financial commitment.
Upgrade Decision
Use your free credits to thoroughly test marrow's capabilities before deciding to upgrade. This ensures you can make an informed decision about paid subscriptions.
Cancellation Not Required
The Free tier has no subscription to cancel. Your account remains active until you choose to delete it or upgrade to a paid plan.
Paid Subscription Refunds
We offer a 14-day money-back guarantee on all new paid subscriptions.
14-Day Guarantee
If you're not satisfied with your Pro subscription within the first 14 days of your initial purchase, you can request a full refund. No questions asked.
What Qualifies
First-time subscribers who are within their first 14 days and have used less than 50% of their monthly credits qualify for a full refund.
Refund Amount
Full refund of the subscription fee, credited back to your original payment method within 5-10 business days.
Renewal Subscriptions
This guarantee applies only to first-time subscriptions. Subsequent renewal payments are not covered under the money-back guarantee.
How to Request a Refund
Submitting a refund request is simple and straightforward.
Step 1: Contact Support
Email us at support@marrow.sh with your account email address and a brief explanation of why you're requesting a refund.
Step 2: Verification
Our team will verify your account status, subscription date, and credit usage to confirm eligibility.
Step 3: Confirmation
If approved, you'll receive a confirmation email within 24 hours. Refunds are processed within 5-10 business days.
Refund Processing Timeline
We process refunds promptly to minimize any inconvenience.
Initial Response
We acknowledge all refund requests within 24 hours during business days.
Processing Time
Approved refunds are processed within 2 business days of approval.
Credit to Account
Credit card refunds typically appear within 5-10 business days, depending on your payment provider's processing time.
Notification
You'll receive email confirmation when your refund is processed and another when it appears on your statement.
Credit and Subscription Cancellations
Understanding what happens when you cancel your subscription.
Immediate Cancellation
You can cancel your subscription at any time. Your paid features remain active until the end of your current billing period.
Unused Credits
Unused credits do not roll over to the next billing cycle or persist after cancellation. Use your credits before your subscription ends.
Downgrade to Free
After cancellation, your account automatically downgrades to the Free tier. You retain access to generate new content with your free monthly allocation.
Data Preservation
All your generated content, settings, and brand voice profiles are preserved even after downgrading to Free.
Exceptions
Certain situations are not eligible for refunds.
Outside 14-Day Window
Refund requests made more than 14 days after initial subscription are not eligible for the money-back guarantee.
Excessive Usage
If you've used more than 50% of your monthly credits, we cannot offer a full refund as significant resources have been consumed.
Multiple Refunds
If you've previously received a refund for a marrow subscription, additional refund requests for the same account may be declined.
Abuse or Fraud
Accounts found to be in violation of our Terms of Service, including fraudulent payment methods or abuse of the platform, are not eligible for refunds.
Third-Party Purchases
Refunds for purchases made through third-party resellers or app stores (Apple App Store, Google Play) are subject to their respective refund policies.
Enterprise Customers
Enterprise customers have separate refund terms based on their custom agreements.
Custom Agreements
Enterprise pricing includes custom terms negotiated at the time of purchase. Please refer to your specific agreement for refund provisions.
Dedicated Support
Enterprise customers have a dedicated account manager who can assist with any billing questions or concerns.
Prorated Credits
If you downgrade your Enterprise plan mid-cycle, you may be eligible for prorated credit toward your next billing period.
Annual Contracts
Annual Enterprise contracts have specific termination and refund clauses outlined in your service agreement.
Changes to This Policy
We may update this refund policy to reflect changes in our practices or applicable laws.
Policy Updates
We will post any changes to this page and update the last updated date. Material changes will be communicated via email.
Your Rights
Your continued use of our services after any changes constitutes acceptance of the updated refund policy.
Archive
Previous versions of our refund policy are available upon request.
Contact Us
If you have questions about this refund policy or need to request a refund, please reach out to us.
Support
Email: support@marrow.sh
Response Time
We typically respond to all inquiries within 24 hours during business days.