Refund Policy
Version of 19 October 2026
The short version: your first purchase carries a 30-day money-back guarantee, no questions asked; refunds are issued by Paddle, our merchant of record; your statutory rights are honoured wherever you live; and if we charged you in error or failed to deliver, we will put it right without an argument.
1. 30-day money-back guarantee
If Mira scores is not right for you, you can ask for a full refund of your first payment within 30 days of that payment, for any reason or none. This applies to your first subscription purchase, monthly or annual, including the seats bought with it. You do not need to justify it and we will not ask you to prove anything. The quickest way is to request it directly from Paddle at paddle.net, using the email address you bought with. You can also write to contact@mirascores.com and we will authorize it with Paddle within one business day. Once the refund is issued the subscription is canceled and access ends.
2. Who issues a refund
Our order process is conducted by our online reseller, Paddle.com, which is the merchant of record for all our orders. That means Paddle holds the payment and Paddle issues the refund. We can authorize one and we routinely do; we cannot process it ourselves. The practical route is the same either way: request it from Paddle at paddle.net, use the link on the receipt Paddle sent you, or write to contact@mirascores.com. If you write to us, we will authorize it with Paddle rather than send you away.
3. Statutory withdrawal rights
Where the law where you live gives you a right to withdraw from a purchase, that right applies and nothing in this policy limits it. Through Paddle these include, among others, a 14-day withdrawal period in the EU, the EEA, Switzerland and the United Kingdom, and shorter statutory periods in several other countries. For digital services a withdrawal right can be lost once you have begun using the service within the withdrawal period, where you agreed to that when you bought. Paddle's Refund Policy sets out how this is applied and is the operative document for the transaction. These rights are consumer rights. A business buying a subscription for its contact center is generally not a consumer, which is why the rest of this page matters.
4. Other refunds we will give you
Beyond the 30-day guarantee, at any time, we will authorize a refund where: — you were charged in error, for the wrong amount, twice, or after a cancellation that we failed to apply; — we failed to deliver the service in a material way for a meaningful part of the period you paid for; — you bought the wrong plan and tell us within 14 days of the charge, having made no substantial use of it; — a renewal was charged that you had asked us to stop. An unnoticed renewal within the first 14 days, on an account that has not been used in that period, is refunded. We would rather return the money than keep a customer who did not want to be one.
5. What we do not refund
Outside the 30-day guarantee and the cases above, we do not refund the unused remainder of a period you decided to stop using, seats you stopped filling, or AI allowances you did not consume. Allowances reset each period and do not carry over; that is priced in. Likewise, once the guarantee has passed, we do not refund because the AI scored calls differently from your evaluators, where the difference reflects a scorecard whose guidance we offered to tighten with you before you bought. This is exactly why we score a sample of your real calls first and show you the agreement rate against your own auditors — so that this never becomes the argument. We do not refund an account terminated for a material breach of the acceptable use clause.
6. Canceling a subscription
Canceling stops the next renewal. It takes effect at the end of the period you have already paid for, and your access continues until then — canceling does not shorten a term you have paid for, and, outside the 30-day guarantee, it does not by itself produce a refund. You can cancel from the billing screen in the product or by writing to us. We do not require a phone call, a notice period or a reason.
7. Annual contracts
An annual subscription is charged the equivalent of ten monthly payments, and that discount is given in exchange for the commitment to the term. A first annual term is covered in full by the 30-day money-back guarantee: within 30 days of the payment you can have the whole amount back, for any reason. After 30 days an annual term runs to its end, unless an order form says otherwise or unless we terminate for our own convenience — in which case we refund the unused portion in every case. Where an annual agreement is documented in a signed order form, that document governs and may set different terms.
8. When we have failed to deliver
If the service is materially unavailable or broken for a meaningful part of a period you paid for, tell us. Where we agreed a service level in an order form, that document says what you are owed. Where we did not, we will offer a credit or a refund proportionate to what you lost, and we will make that judgment in your favor where it is close. We will not make you prove a loss to get back money for a service you could not use.
9. How to ask for one
The fastest route is Paddle: go to paddle.net, look up your order with the email address you used to buy, and request the refund there. You can also write to contact@mirascores.com with your company name and the order reference on the Paddle receipt, and say what happened. You do not need to argue your case; a sentence is enough. We answer within one business day. Where a refund is issued, Paddle processes it and the money returns by the route it was paid, usually within five to ten business days depending on your bank.
Questions about any of this?