The till that took the money grants the refund. For store purchases that is Apple or Google, not Mustro.
We can refund a payment we took on the web. We cannot refund a payment Apple or Google took, because we never held that money. Here is where to ask in each case, and what happens to your plan afterwards.
App Store refunds are Apple's decision
Apple takes the payment for anything bought inside the iPhone app, so Apple decides refunds. Request one from Apple's report a problem page, signed in with the Apple account that paid. Mustro has no way to grant, speed up, or overturn that decision.
Report a Problem →We are happy to confirm what you were charged for and when, which sometimes helps the request. Ask support and we will send it.
Google Play refunds are Google's decision
Google takes the payment for anything bought inside the Android app. Start in your Google Play order history. Google's policy depends on the country you bought in and how long ago the charge was, and Google may pass the request on to us rather than deciding itself.
Google Play Order History →If Google asks you to come to us, write to support with the order number and we will answer Google's request.
Web refunds come from us
Write to support with the email on the account and roughly when the charge happened. We can refund a web payment directly.
Billing Settings →Tell us if you also want the subscription cancelled. A refund puts the money back, but on its own it does not stop the next renewal, so unless you say otherwise we will leave the subscription running and you may be billed again.
What a refund does to your plan
When Apple or Google refunds a store subscription they normally revoke it at the same time, and your Mustro account moves to the Free plan shortly after we hear from them. A refund is not a deletion: your history stays, and paid Skills go read-only exactly as they do after any lapse.
If a day has passed since a refund and Mustro still shows a paid plan, or still shows Free after a refund was reversed, write to support with the receipt or order number rather than waiting it out.
Refunds, answered.
Because Apple, not Mustro, took the payment. Apple pays us later, minus its commission, and the refund has to come back through the same route. The same is true of Google Play.
No. A refund changes what your plan includes. Your history stays yours and stays readable on the Free plan.
Check which till charged you. A charge from Apple or Google after you cancelled usually means the cancellation did not go through in that store account, so cancel there and ask that store for the refund. A web charge after cancelling is ours, so write to support and we will refund it.
Ask support and tell us what happened. Credit packs are one-time purchases and used credits cannot be un-used, but you are not charged for work Mustro could not finish, so tell us if you think you have been.
Cancel your subscription
Where cancellation actually happens for an App Store, Google Play, or web subscription, and what you keep until the period ends.
Restore a purchase
How to get a store subscription back after a reinstall or on a new device, and what to do when restore finds nothing.
When your plan lapses
What read-only means, what keeps working, what stops, and why we do not publish a grace period of our own.
Switch how you pay
How to move between App Store, Google Play, and web billing without paying for the same plan twice.
This did not answer it.
Write to support@mustro.ai with the email on your account and the receipt or order number. A person reads every note and answers, usually within one business day.