LEGAL
Refund Policy
How cancellations, refunds, and chargebacks work on Marti and Marti Direct.
Effective April 20, 2026
Two things to know up front. One: for Marti subscriptions, we offer a 30-day money-back guarantee on the first annual payment; monthly plans aren't refundable but you can cancel anytime. Two: Marti Direct is an affiliate storefront — the merchant (Amazon, Alibaba, or another partner) handles refunds for products bought there.
1. Marti subscriptions (brands and creators)
Free tier
Nothing to refund — the Free plan is free. You can stop using it at any time.
Monthly plans
Non-refundable. Cancel any time from your account settings; your plan remains active until the end of the current billing period. You won't be charged again.
Annual plans
30-day money-back guarantee on the first annual payment. Email marti@martimart.com within 30 days of the initial charge and we'll refund the full amount.
After 30 days, annual fees are non-refundable. You can still cancel at any time — your plan stays active through the end of the paid term, and you won't be charged for renewal.
Renewals of an annual plan are not covered by the 30-day guarantee; only the first annual payment is.
Enterprise plans
Refund terms are set by the order form or master services agreement you signed with us. In the absence of specific terms, annual Enterprise fees follow the rule above.
Downgrades and partial months
Downgrading mid-cycle takes effect at the next renewal — we don't issue pro-rata refunds for the unused portion of the current period. Upgrades apply immediately with a prorated charge.
Service failures
If we materially breach our uptime or service commitments, we'll work with you to issue a credit or a refund commensurate with the disruption. Enterprise customers with an SLA get the specific remedies set out in that SLA.
2. Marti Direct (affiliate storefronts)
Marti Direct is a curated shopping experience we design and operate. We are an affiliate, not the seller. When you check out, you're purchasing from the underlying merchant — typically Amazon or Alibaba — under their terms.
That means:
- Returns, refunds, and exchanges are handled by the merchant, under their policy. We don't have the ability to refund product purchases.
- If something is wrong with your order — damage, wrong item, missing delivery — start by opening a case with the merchant through the order confirmation you received from them.
- If you can't find the right contact or the merchant isn't responding, email marti@martimart.com. We'll help you identify the right channel and escalate on your behalf where we can.
Nothing in this policy limits the consumer rights you have under your local law (for example, the right of withdrawal for EU consumers buying online).
3. Cancellation (Marti subscriptions)
You can cancel a Marti subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period; you keep access until then. We don't require a cancellation call, survey, or email.
If you can't log in for any reason, email marti@martimart.com from the address on file and we'll process the cancellation manually.
4. Chargebacks
If you believe a charge was wrong, please email marti@martimart.com first — we can almost always resolve it faster than your bank can. We'll act on legitimate disputes immediately.
We contest chargebacks we believe are fraudulent or filed without prior contact. Repeated or abusive chargebacks may result in account suspension.
5. Exceptional circumstances
Life happens. If you're dealing with something outside the normal course — long-term hospitalization, bereavement, a company shutting down — email us. We'd rather do the right thing than lean on the policy.
6. How to request a refund
Email marti@martimart.com from the address on your account. Include the email on file, the last 4 digits of the card used (or Paddle order ID), and a short reason. We reply within 2 business days and process approved refunds to the original payment method within 5–10 business days after approval.
7. Contact
Questions about this policy or a specific charge: marti@martimart.com.