1. Policy Overview

All purchases on Mystical Messages — whether a one-time message or a recurring subscription — are processed securely through Stripe. By completing a purchase, you acknowledge that you have read and agree to this Refund & Cancellation Policy in addition to our Terms of Service.

We are committed to fair and transparent billing. If you ever have a concern about a charge, please reach out to us before initiating a chargeback — we're usually able to resolve things quickly.

2. One-Time Message Purchases ($0.99)

A one-time purchase covers a single SMS message sent from a magical character of your choosing to a phone number you provide. The purchase is considered fulfilled at the moment our platform successfully submits the message to the carrier network — regardless of carrier-side delivery delays.

You may be eligible for a credit (not a cash refund) if:

• The message was never submitted to the carrier due to a platform error on our end
• You were charged but the checkout session failed before any message was queued
• You were charged twice for the same message due to a technical glitch

Credits are applied to your account and can be used toward future purchases or subscription upgrades. To request a credit, contact support within 7 days of the charge.

3. Subscription Plans

Mystical Messages offers monthly subscription plans (Basic, Premium) that renew automatically on the same calendar date each month. By subscribing, you authorize Mystical Messages to charge your payment method on file at the start of each billing cycle until you cancel.

Subscription refund eligibility:

• Within 48 hours of initial purchase — If you have not sent any messages and request a refund within 48 hours of your very first subscription charge, we will issue a full refund.
• Within 48 hours of a renewal charge — If you were unaware a renewal was upcoming, have not used any messages in the new billing period, and contact us within 48 hours of the renewal charge, we will issue a pro-rated refund at our discretion.
• After 48 hours or after message usage — Subscription charges are generally non-refundable once 48 hours have passed or once any messages have been sent during that billing period.

4. How to Cancel Your Subscription

To cancel your subscription:

• Log in to your account at mysticalmessages.com
• Go to Settings → Subscription
• Select "Cancel Subscription" and confirm
• You will receive a cancellation confirmation email

Alternatively, you may contact our support team at support@mysticalmessages.com and we will process your cancellation within one business day.

Cancellations must be submitted at least 24 hours before your next renewal date to avoid being charged for the next billing cycle. We cannot guarantee same-day processing for cancellations submitted on the day of renewal.

After cancellation, your account data (children's profiles, message history) is retained for 90 days in case you wish to reactivate. After 90 days, inactive account data is permanently deleted per our Privacy Policy.

5. Eligible Refund Scenarios

The following situations are generally eligible for a full refund or account credit:

• You were charged but never completed account setup and never sent any messages
• You were double-charged for the same billing period due to a system error
• A subscription renewed after a confirmed cancellation request was already on record
• You were charged for a plan tier different from the one you selected
• A technical outage on our platform prevented you from using the service for more than 72 consecutive hours during a paid period
• A one-time message was charged but the platform failed to queue or send the message

To request a refund for any of the above, email support@mysticalmessages.com with your account email, a description of the issue, and the approximate date of the charge. We will respond within 2 business days.

6. Non-Refundable Scenarios

The following are explicitly not eligible for refunds:

• One-time $0.99 messages that have been successfully delivered to the carrier network
• Subscription charges where messages were sent during that billing period
• Subscription charges older than 30 days from the date of the request
• Accounts suspended for violations of our Terms of Service (e.g., misuse, attempted fraud)
• Charges resulting from a failure to cancel before the renewal date when proper cancellation tools were available
• Dissatisfaction with the content of a message that was correctly delivered as scripted
• Unused messages within a subscription period — partial refunds are not issued for unused message credits

We understand this may feel strict in some cases. If you believe your situation warrants an exception, please reach out — we review all requests individually and always try to do right by our customers.

7. Refund Processing

Approved refunds are returned to the original payment method used at the time of purchase. We do not issue refunds via check, wire transfer, gift card, or any method other than the original payment instrument.

• Credit/Debit Cards: Refunds typically appear within 5–10 business days, depending on your card issuer.
• Account Credits: Applied instantly and visible in your account dashboard.
• Processing time: We aim to initiate all approved refunds within 3 business days of approval.

Mystical Messages processes all payments through Stripe. Stripe's refund timelines are outside our direct control once initiated. If a refund has been approved but not yet reflected on your statement after 10 business days, please contact your card issuer first, then reach out to us.

8. Chargebacks & Disputes

If you initiate a chargeback through your bank or card issuer without first contacting us, your account may be automatically suspended pending investigation. This is standard practice to protect against fraudulent chargebacks, not a punitive measure.

In the event of a chargeback dispute, we will submit documentation including purchase records, delivery logs, and account activity to the card network as required. Accounts with confirmed fraudulent chargebacks may be permanently banned from the platform.

If you have a legitimate billing concern, we strongly encourage you to email us first at billing@mysticalmessages.com.

9. Technical Issues & Service Credits

Mystical Messages is committed to reliable service. However, like all software platforms, we may occasionally experience outages, SMS carrier delays, or unexpected errors.

What we will do:

• Issue an account credit for any message that failed to send due to a confirmed platform error
• Issue a pro-rated credit for extended service outages (more than 72 consecutive hours) during a paid subscription period
• Notify you by email if a scheduled or queued message could not be delivered
• Offer a free retry if a message failed due to our infrastructure (not due to an invalid phone number you provided)

We are not responsible for delivery failures caused by:

• Incorrect or disconnected phone numbers provided by the user
• Carrier-side filtering or blocking of SMS messages
• The recipient's phone being off, full, or blocking the sender number
• Force majeure events (natural disasters, widespread network outages, etc.)

10. Contact Us

For any refund, cancellation, or billing questions:

• 📧 General Support: support@mysticalmessages.com
• 💳 Billing Issues: billing@mysticalmessages.com
• ⏱ Response Time: Within 2 business days

We are a small, family-friendly company and every support request is read by a real person. We want every family's experience to be magical — if something went wrong, we want to make it right.