Refund Policy

Last updated: July 26, 2026

This Refund Policy applies to payments processed by Shanghai Yuanmao Information Technology Co., Ltd. (上海原猫信息技术有限公司) through the Markus Service.

1. What Can Be Refunded

Refunds apply only to credit (CU) top-ups. Subscription plan fees (monthly or annual) are not refundable. You may cancel or reactivate a subscription at period end instead.

2. Credit (CU) Top-Up Refunds

You may request a refund for an eligible CU top-up within 14 days of the original payment time, subject to remaining unused purchased credits:

Refundable amount is based on remaining unused purchased_cu from that top-up (not a hand-entered dollar amount).
Credits already consumed for LLM usage cannot be refunded.
Non-purchased credits (bonus, monthly quota) are not refundable.
Approving a CU refund does not change or downgrade your subscription plan.

Request a refund in Hub account settings → Billing (self-service). After you submit, the corresponding credits are held pending review. An administrator may approve (optionally for a smaller amount) or reject the request. Approved refunds are issued to the original payment method via our Merchant of Record, Waffo Pancake (waffo.ai).

3. How to Cancel Your Subscription

Subscriptions are not refunded. You can cancel at any time:

Self-service: Go to your account settings → Billing and cancel the subscription.
Email: Send a cancellation request to support@markus.global from the email address associated with your account.

Upon cancellation:

Your subscription remains active until the end of your current billing period.
You will not be charged for subsequent billing periods.
You may reactivate before the period ends.
After the billing period ends, your account reverts to the Free tier. Your data, agents, and configurations are preserved.

4. Non-Refundable Items

The following are not eligible for refunds:

Subscription fees (monthly or annual), including unused time after cancel at period end.
Consumed purchased credits and all non-purchased credit balances (monthly quota, bonus).
Markus Hub item purchases (agents, skills, teams), which may have separate terms.
Enterprise contracts, which follow the terms in the contract.

5. Downgrades

Self-serve downgrades are handled by cancelling at period end (account reverts to Free). No partial refunds are issued for unused time mid-cycle.

6. Free Tier

The Free tier does not involve subscription billing. No subscription refund applies.

7. Chargebacks

If you initiate a chargeback with your bank instead of using in-product refund or cancellation flows, we reserve the right to suspend your account pending resolution. Please contact us first at support@markus.global.

8. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email at least 30 days before taking effect. Changes will be posted on this page with an updated date.

9. Contact

For refund requests, cancellations, or billing questions, please contact us:

Email: support@markus.global
Company: Shanghai Yuanmao Information Technology Co., Ltd. (上海原猫信息技术有限公司)
Location: Shanghai, People's Republic of China