Legal / billing
Cancellation and Refunds Policy
How renewals, event seats, Spotlight work, duplicate charges, failed delivery, unauthorized payments, and approved refunds are handled.
Claim discipline
Premium does not mean reckless.
This page separates current controls, roadmap targets, illustrative tools, gated economics, and agreement-controlled terms so senior leaders can evaluate Maitro without mistaking posture for guarantee.
Memberships
Monthly and annual plans can be cancelled for future renewal. Access normally continues through the paid period.
Billing errors
Duplicate, failed, or unauthorized charges are reviewed after verification.
Spotlight work
Work already performed is non-refundable; replacement or credit may apply if Maitro cannot deliver within its control.
Policy version
14 May 2026 / Version 1.1 / presentation refreshed 26 May 2026
Presentation has been upgraded for readability. Legal meaning should remain subject to founder/legal review before being treated as final advice.
1. What are you trying to do?
| Case | Route | Policy treatment |
|---|---|---|
| Cancel future renewal | Billing portal or billing@maitro.tech | Stops future renewal; current access continues through paid period. |
| Charged twice | billing@maitro.tech | Verification required; incorrect charge reversed if confirmed. |
| Cannot attend event | Event or billing support | Seat transfer may be available at least seven days before event where capacity allows. |
| Did not receive access | billing@maitro.tech | Maitro verifies payment, eligibility, and delivery status. |
| Spotlight refund | billing@maitro.tech | Work already performed is non-refundable; replacement/credit may apply for Maitro-controlled non-delivery. |
| Unauthorized payment | billing@maitro.tech and payment provider | Reviewed after payment ID, invoice ID, and account verification. |
2. Refund timeline
- User reports the issue with payment ID, invoice ID, date, email, and issue summary.
- Maitro verifies payment, account, delivery, and policy eligibility.
- If approved, refund is initiated through the original payment method within seven business days after verification.
- Bank, card network, or payment gateway processing may take additional time.
3. What is not usually covered
- Partial month refunds after access begins, unless Maitro cannot provide paid access.
- Spotlight research, drafting, outreach, or submission work already performed.
- Late event cancellation where capacity or commitments prevent transfer.
- Bank, gateway, or network delays after Maitro initiates an approved refund.
4. What to include in a billing request
Include payment ID, invoice ID if available, checkout email, transaction date, and a concise issue summary. Do not include confidential idea content or passwords in billing messages.
FAQ
Cancellation and Refunds Policy FAQ
Can I cancel a monthly plan?
Yes. You can cancel future renewal before the next renewal date. Access normally continues through the paid period.
How long do approved refunds take?
Approved refunds are initiated through the original payment method within seven business days after verification. Banks and networks may take additional time.
Is Spotlight refundable?
Work already performed is not refundable. If Maitro cannot deliver a paid deliverable within its control, replacement or credit may apply under the policy.
Related policies
Route-safe next steps for review, application, trust, and policy context.
Policy route
Need this reviewed for your situation?
Use the correct Maitro lane for billing, privacy, legal, or security questions. Do not send confidential idea/IP content through open email.