Cancel any time from your dashboard — it takes effect at the end of the period you already paid for, and you are never charged again. Within 14 days of your first payment you can ask for a full refund, no reason needed. What we cannot refund is what you pay your model providers directly: that money never passes through us.
1. What this policy covers
This policy applies to paid subscriptions to the Merido Gateway hosted (cloud) service. It does not apply to the self-hosted software, which is free and open source under its license — there is nothing to cancel or refund.
2. Who you are buying from
Payments for the hosted service are processed by Creem, acting as Merchant of Record. Creem appears as the seller on your receipt and card statement, and handles payment processing, sales tax, and the mechanics of refunds. Support for the service itself comes from us at support@merido.dev.
3. Cancelling a subscription
You can cancel at any time, yourself, from the billing section of your Merido Gateway dashboard — no email required and no retention interview.
- Cancellation stops the next renewal. It does not cut off access immediately.
- Your subscription stays active until the end of the billing period you have already paid for.
- After that the account drops to read-only: you keep access to your configuration and usage history so you can export it, but the hosted gateway stops routing requests.
- Your own provider API keys are yours. Delete them from the dashboard at any time, before or after cancelling.
4. Refunds
4.1 First purchase — 14 days
If you are unhappy with the hosted service for any reason, email us within 14 days of your first payment and we will refund it in full. You do not have to explain why.
4.2 Renewals
Renewal charges are not automatically refundable, because you can cancel before any renewal and see the renewal date in your dashboard. If a renewal caught you out — you genuinely stopped using the service, or a charge was unexpected — write to us anyway and we will look at it case by case. We would rather refund a month than argue about it.
4.3 Service failure
If the hosted service was materially unavailable for a sustained period during a billing cycle, tell us and we will refund or credit that cycle in proportion to the disruption, whatever the calendar says.
4.4 What we cannot refund
- Upstream provider charges. Merido Gateway is bring-your-own-key: your requests are billed to you directly by OpenAI, Anthropic, Google and the other providers whose keys you supply. That money never passes through us, so we cannot return it. Take those up with the provider that billed you.
- Charges on an account terminated for breach of the Terms of Service.
- Amounts already refunded, charged back, or disputed with your bank.
5. How to request a refund
Email support@merido.dev from the address on the account, and include the receipt or order number from your Creem confirmation email. That is all we need.
We reply to every support and refund request within 3 business days. Approved refunds are returned to the original payment method; how long it then takes to appear is up to your bank, typically 5–10 business days.
6. Chargebacks
If something looks wrong on your statement, please email us before opening a dispute with your bank — we can almost always resolve it faster than a chargeback can, and a chargeback locks the account while it is investigated.
7. Changes to this policy
We may update this policy; the date at the top always reflects the current version. Changes never apply retroactively to a purchase you already made — the policy in force on your payment date is the one that governs it.
8. Contact
Questions about billing, cancellation, or a refund? Email support@merido.dev.
The full Terms of Service and our Privacy Policy.