Refund Policy

Our policy on subscription refunds, credit pack refunds, and how to request one.

Last updated: 6 March 2026

This Refund Policy explains when and how you can request a refund for payments made to MEKAVO LTD (trading as "Mekavo") for our garage management software.

1. Subscription Refunds

Mekavo subscriptions are billed monthly or annually. Our refund policy for subscriptions is as follows:

  • Within 14 days of first payment, no service used: Full refund available if you have not used any included service credits (AI credits, vehicle lookups, or SMS). This applies to your first subscription payment only.
  • Service used: If you have used any included credits or features (e.g., AI chat, vehicle lookups, SMS), the service is considered consumed and the subscription payment is non-refundable. By using these services, you consent to the immediate performance of the digital service and acknowledge that you lose your right to cancel under the Consumer Contracts Regulations 2013.
  • After 14 days: No pro-rata refunds are given for the remaining days in your billing period. You retain access until the end of your current billing period.
  • Cancellation: You can cancel at any time from your account settings or via the Stripe billing portal. Cancellation takes effect at the end of the current billing period — you will not be charged again.

2. SMS Credit Packs

  • Unused credits: If you have not used any SMS credits from a purchased pack, you may request a full refund within 14 days of purchase.
  • Partially used: Once any credits from a pack have been used (i.e., SMS messages sent), the pack is non-refundable. Your balance will be adjusted accordingly.
  • Expiry: SMS credits do not expire while your account is active.

3. AI Credit Packs

  • Unused credits: If you have not used any AI credits from a purchased pack, you may request a full refund within 14 days of purchase.
  • Partially used: Once any credits have been consumed (e.g., AI chat, part scanning, voice transcription), the pack is non-refundable.
  • Monthly free allowance: The monthly AI credit allowance included with your subscription is provided at no additional cost and is not refundable.

4. Vehicle Lookup Top-ups

  • Unused balance: If you have not used any lookup balance from a top-up, you may request a full refund within 14 days of purchase.
  • Partially used: Once any lookup balance has been used (i.e., vehicle registration lookups performed), the top-up is non-refundable.
  • Balance retention: Lookup balance does not expire while your account is active.

5. Service Usage & Refund Eligibility

By purchasing a subscription or credit pack, you acknowledge and agree that:

  • Using any included or purchased service credits (AI, SMS, vehicle lookups) constitutes consumption of the digital service
  • Once any credits or balance have been used, you consent to the performance of the digital service and waive your right to a cooling-off period refund under the UK Consumer Contracts Regulations 2013
  • This is clearly communicated to you at the point of purchase and before any payment is taken
  • If you are unsure about the service, we encourage you to use the free trial before committing to a paid subscription

This policy is designed to be fair to both parties: you can try the service risk-free during the trial, and once you pay and use credits, those consumed services cannot be "returned".

6. Free Trial

The 14-day free trial does not require a credit card and involves no payment. There is nothing to refund. The trial includes limited access to AI and lookup features so you can evaluate the service before subscribing. If you choose to subscribe after the trial, the standard refund terms above apply.

7. How to Request a Refund

The easiest and fastest way to request a refund is through a support ticket:

  1. Log in to your Mekavo dashboard and go to Messages
  2. Create a new support ticket with the subject "Refund Request"
  3. Include which payment you are requesting a refund for and the reason
  4. Our team will review your request and respond directly within the ticket

You can also email us at , but support tickets are processed faster as they are linked to your account.

8. Processing Time

  • We aim to review all refund requests within 3 business days
  • Approved refunds are processed via Stripe to your original payment method
  • Refunds typically appear on your statement within 5–10 business days, depending on your bank or card issuer
  • When a refund is processed for a credit pack, any remaining balance will be automatically removed from your account

9. Exceptions

We reserve the right to refuse a refund in the following cases:

  • The refund request is made after the eligible refund period (14 days)
  • Any purchased credits or balance have been used (service consumed)
  • The account was terminated due to a violation of our Terms of Use
  • Fraudulent or abusive refund behaviour is detected

In exceptional circumstances (e.g., service outage, billing error), we may issue goodwill refunds or credits at our discretion.

10. Contact Us

For billing or refund questions, the best way to reach us is via a support ticket in your Mekavo dashboard (Messages page). You can also contact us directly:

MEKAVO LTD (trading as Mekavo)
76 Letchworth Rd, Leicester, LE3 6FH, UK

Email: