Refund Policy
Last updated: July 2, 2026. Payments are processed securely via Dodo Payments. This policy explains what is and is not refundable and how to get help.
1. Payment Processing
All payments for Montu subscriptions and token top-ups are processed securely by Dodo Payments (dodopayments.com), our payment processor and Merchant of Record for all transactions. Dodo Payments' own terms apply to every purchase in addition to this policy. We never see or store your card number, billing address, or other financial data — that information is handled exclusively by Dodo Payments.
2. Subscriptions — All Sales Final
Montu is a digital service that begins delivering value immediately upon subscription: token credits are added to your account and you can start generating content right away. Because the service is delivered digitally and consumption begins immediately, all subscription charges are final. We do not issue refunds for: • Partially used billing periods — if you cancel mid-cycle, your plan stays active until the end of the period you have paid for, then stops. No credit is issued for unused days. • Unused token balances — tokens that remain in your account at the end of a billing period are not refundable. • Plan downgrades — if you switch to a lower-tier plan, the change takes effect at your next renewal; no partial refund is issued for the difference.
3. Token Top-Ups — All Sales Final
One-time token top-up purchases are non-refundable once the transaction is confirmed. Top-up tokens are credited to your account immediately and are consumed on demand, so the purchase is considered fully delivered at the moment of credit.
4. EU / EEA Right of Withdrawal
If you are a consumer residing in the European Economic Area, you normally have a statutory 14-day right of withdrawal from distance contracts. However, under Article 16(m) of the EU Consumer Rights Directive, this right does not apply to the supply of digital content that is not supplied on a tangible medium, where performance has begun with your prior express consent and acknowledgement that you thereby lose your right of withdrawal. By completing your purchase and requesting immediate access to the Service, you expressly consent to immediate performance and acknowledge that you waive your right of withdrawal once the subscription or top-up has been activated. You may still cancel your subscription at any time — cancellation takes effect at the end of the current billing period.
5. Billing Errors
We take billing accuracy seriously. If you believe you have been charged incorrectly — for example, charged after cancelling, charged the wrong amount, or charged twice for the same period — contact us within 7 days of the charge at contact@montuai.com. Include: • Your account email address • The date and amount of the charge in question • A brief description of what you believe went wrong We will investigate and, if an error is confirmed, arrange a refund within 5–10 business days. Billing disputes submitted more than 7 days after the charge date may not be eligible for a refund.
6. Exceptional Circumstances
We reserve the right to issue full or partial refunds at our sole discretion in exceptional circumstances — such as a verified extended service outage that prevented you from accessing the platform for a material portion of your billing period. These are reviewed case-by-case. To request an exception, email contact@montuai.com with a description of the issue and the relevant dates. We aim to respond within 3 business days.
7. Chargebacks
If you initiate a chargeback with your bank or card issuer without first contacting us, we reserve the right to immediately suspend your account pending resolution. Chargebacks filed in bad faith (i.e. for charges that are valid under this policy) may result in permanent account termination. We strongly encourage you to contact us first — we respond quickly and will always investigate legitimate concerns promptly.
8. How to Cancel
You can cancel your subscription at any time from your account dashboard under Plan & Billing. Click "Cancel subscription", confirm, and your plan will remain active through the end of the current billing period with no further charges. You can also cancel by emailing contact@montuai.com. Include your account email and we will process the cancellation within one business day.
9. Contact
For refund requests, billing questions, or cancellation help, contact us at: Heracleon (Single Person LLC) Office 11, 4th Floor, Town Mall Tower Tanta, Gharbia Governorate, Egypt Commercial Registry No. 194652 Email: contact@montuai.com Website: montuai.com For issues with your payment method or receipt, contact us at contact@montuai.com.
Questions? Email us at contact@montuai.com