Refunds & Cancellation

Last updated: 4 August 2026 · Applies to all users of Markena worldwide.

This policy forms part of our Terms of Service. It explains how to cancel, when we refund, when we do not, and what your statutory rights are. We have tried to write it so you can tell, before you buy, exactly where you stand.

S H H P M services co LLC, a limited liability company registered in Dubai, United Arab Emirates under professional trade licence number 1183314, with its registered office at Office 43–44, Bin Darwish Building, Deira, Dubai, United Arab Emirates. We trade as Markena. In these terms "we", "us" and "our" mean S H H P M services co LLC.

This policy is general information about Markena's service and is not legal advice. Mandatory rights under applicable law are not limited by it.

1. The short version

Cancel any time from Billing. You keep access until the end of the period you have already paid for.
We refund duplicate charges, charges taken after cancellation, and billing errors, in full and without argument.
We refund pro-rata where a sustained failure on our side stopped you using the Service.
We do not refund Credits that have already been consumed, because the underlying model costs were incurred when the work ran.
We do not refund because Output did not meet expectations. That is what the free trial is for.

2. Cancelling a subscription

Cancel at any time from Billing in your account. There is no cancellation fee and no notice period.
Cancellation stops the next renewal. Your plan stays active and fully usable until the end of the period you have already paid for.
We do not pro-rate part-months or part-years on cancellation, except where clause 5 or 6 applies.
You will receive an email confirming the cancellation and the date access ends. If you do not receive it, the cancellation may not have gone through — contact support@markena.co.uk before the renewal date.
Cancelling a subscription does not delete your account or your data. To do that, use Settings → Permanently delete account.

3. Free trial

Trials carry a limited Credit allowance and last 7 days. A card is required to start one, but nothing is charged during the trial. If you do not cancel before it ends, the plan you chose begins and is charged. If you are charged after cancelling, that charge is refunded in full (see section 6).

4. Statutory cancellation rights for consumers

4.1 The 14-day right

If you are a consumer in the United Kingdom or the EEA, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — or the equivalent implementation of the Consumer Rights Directive — normally give you 14 days from entering the contract to cancel a distance contract for any reason.

4.2 How immediate supply affects it

Markena is digital content and a digital service supplied immediately. When you subscribe, you are asked to confirm that you want supply to begin at once and that you acknowledge you will lose the automatic 14-day right to the extent the service has been performed.

In practice that means:

If you have not consumed any Credits and have not otherwise used the paid features, we will refund you in full within the 14 days, no questions asked.
If you have consumed some Credits, we refund the proportion of the period you have not used, less the value of the Credits consumed.
If you have consumed a substantial share of the period's Credits, there may be nothing left to refund.

4.3 What this does not affect

None of this affects your statutory rights where the service is faulty. Under the Consumer Rights Act 2015 a digital service must be provided with reasonable care and skill, be as described, and be fit for purpose. If it is not, you may be entitled to a repeat performance or a price reduction, whatever this policy says.

5. Credits

Consumed Credits are not refundable. The model costs behind a completed AI task are incurred as the work runs and cannot be recovered.
Unused plan Credits within a current period are not separately refundable, except under clauses 4, 6 or 7.
Top-up Credit packs are refundable in full within 14 days provided no Credit from the pack has been used. Once any Credit from a pack has been consumed, that pack is non-refundable.
Credits have no cash value and cannot be exchanged for money outside these provisions.
If a task fails through a fault on our side and produces no usable output, the Credits for it are returned to your balance. Tell us at support@markena.co.uk if that has not happened automatically.

6. When we refund

Situation	What you get
Duplicate charge	Full refund of the duplicate.
Charged after you cancelled	Full refund of the charge.
Billing error or wrong amount taken	Full refund of the difference, or of the whole charge where appropriate.
Unauthorised charge on your payment method	Full refund once verified, and we will help you secure the account.
Sustained platform failure that prevented material use of the Service for part of a billing period	Pro-rata refund or account credit, at our discretion, for the affected period.
We terminate your subscription for convenience under clause 17.5 of the Terms	Pro-rata refund of the unused part of the current period.
We materially reduce the functionality of your paid plan and you terminate	Pro-rata refund of the unused part of the current period.
First paid subscription, cancelled within 14 days, with less than 10% of the period's Credits used	Full refund, at our discretion, as a goodwill gesture.
Annual plan cancelled in the first 14 days with no Credits consumed	Full refund.

7. When we do not refund

Output quality did not meet your expectations. Model output is inherently variable. We provide a free trial precisely so you can judge it before paying.
You did not use the Service. Not using a subscription you chose to keep open is not a ground for refund.
You forgot to cancel. We send a receipt for every charge. If you contact us promptly after an unwanted renewal we will usually look at it sympathetically, but it is not a right.
A third-party platform changed or withdrew access, restricting a connector or a publishing channel. We have no control over those decisions.
Your account was suspended or terminated for breaching the Terms or the Acceptable Use Policy. No refund is due for the remainder of the period.
Partial months or years on ordinary cancellation, outside clauses 4, 5 and 6.

8. Annual plans

Annual plans are discounted precisely because they are a twelve-month commitment, so they are treated as one term rather than twelve monthly ones. Beyond the 14-day statutory window in clause 4 and the situations in clause 6, an annual subscription is not refundable mid-term.

If your circumstances have genuinely changed, contact support@markena.co.uk. We would rather find a workable answer — a downgrade at renewal, a pause, or a transfer to another business you own — than have an unhappy customer.

9. How to request a refund

Email support@markena.co.uk from the address on your account.
Include the charge date, the amount, and one line about what happened.
We acknowledge within 2 working days and give a decision within 5 working days.
Approved refunds are returned to the original payment method within 5–10 working days. How quickly it appears then depends on your bank, not on us.
Refunds are made in the currency of the original charge. We are not responsible for exchange-rate movements between the charge and the refund.

10. If we say no

We will tell you why, in writing. If you disagree, reply and ask for it to be escalated — a different person will review it. If you are a consumer and remain dissatisfied, nothing in this policy affects your right to pursue the matter through your statutory rights, your card issuer's protections, or the courts.

11. Chargebacks

Please contact us before raising a chargeback. It is almost always faster, and a chargeback locks the funds for weeks while the bank investigates. Accounts with an open chargeback may be suspended until it is resolved. Where a chargeback is raised for a charge we would have refunded on request, we may recover the associated fee.

12. Contact

S H H P M services co LLC, Office 43–44, Bin Darwish Building, Deira, Dubai, United Arab Emirates.
Refund requests: support@markena.co.uk · Escalation: legal@markena.co.uk