Refund Policy

This page explains how billing, trials, cancellation, and refunds work for The Muster App and Muster Mate. It forms part of our Terms of Service.

Try before you pay: the 14-day free trial

Every new account includes a 14-day free trial with full access to all features. Card details are taken when you sign up, and nothing is charged during the trial. The trial is your opportunity to evaluate the Service in full and decide whether it is right for your vessel before any payment is taken. If you do not want to continue, cancel before the trial ends — there is then nothing to pay and nothing to refund. If you do not cancel, the subscription begins automatically when the 14 days are up and the first payment is taken on that day.

We occasionally offer a trial that does not require card details, at our discretion. Where we do, no payment can be taken: if no card has been added by the end of the trial, the subscription is cancelled automatically and access stops.

Subscriptions are billed in advance and non-refundable

Paid subscriptions are billed in advance, monthly or annually depending on the billing period you choose. Once a subscription payment has been taken, it is final and non-refundable. Because the free trial lets you assess the Service before paying, we do not operate a money-back guarantee and we do not offer prorated or partial-period refunds for unused time after a billing period begins.

Cancelling your subscription

You may cancel your subscription at any time to stop future renewals. When you cancel:

• Your access continues until the end of your current paid period
• Your subscription will not renew, and no further charges will be made
• We do not refund the remainder of the period already paid for

Billing errors

If you believe you have been charged in error — for example a duplicate charge or an incorrect amount — contact us at support@themusterapp.com and we will investigate and correct any genuine billing error promptly.

Requesting a refund

If you would like us to consider a refund in your particular circumstances, you are welcome to email support@themusterapp.com and explain your situation. Any refund outside of a billing error is granted entirely at our sole discretion, considered case by case. A discretionary refund is not a right or a guarantee, and we may decline a request. Where a refund is approved, it is typically processed within 5–10 business days.

Your statutory rights

Nothing in this policy removes or limits any non-excludable statutory or consumer rights you may have under applicable law, including any cancellation rights that apply to you. This policy applies in addition to those rights.

What happens to your data

We do not automatically delete your data when a subscription ends, so you can resubscribe and continue where you left off. You may ask us to export or delete your data at any time, and we will erase it on request, subject to any records we are required to keep by law. The one exception is muster audio recordings, where enabled, which are automatically deleted after the retention period configured by your vessel. For more detail, see our Privacy Policy.

Contact Us

If you have any questions about billing, cancellation, or this refund policy:

The Muster App Ltd
support@themusterapp.com

This refund policy is part of our Terms of Service. For information about how we handle your data, see our Privacy Policy.