Refunds and Cancellation

1. About this page

This page has two parts, because there are two kinds of purchases on Mia.

• Part A is for creators: the subscription you pay us, Craftworks Labs S.R.L., to use Mia.
• Part B is for buyers: the products you buy from creators through their pages on Mia.

At the end there is a section for creators on what they need to do when a buyer withdraws or asks for a refund.

This policy is part of our Terms of Service. For prices, see the pricing page.

2. Part A. Your Mia subscription (for creators)

In this part, we are the seller. You pay for the Start or Pro plan to Craftworks Labs S.R.L., and we issue you an invoice with 21% Romanian VAT.

Subscription payments go through Stripe. The price is the one shown on the pricing page when you subscribe. Prices in lei include VAT; prices in euro are shown without VAT.

3. Free trial

• Every plan starts with a 30-day free trial.
• We ask for a card at the start. We don’t charge it during the trial.
• The first charge happens on the day your trial ends. You can see the exact date in Settings → Billing.
• We send you reminder emails before the first charge.
• If you cancel before the trial ends, you pay nothing.

4. How to cancel

Your subscription, monthly or annual, renews automatically until you cancel it.

You can cancel any time in Settings → Billing. You don’t need to write to us or tell us why.

• Cancellation takes effect at the end of the period you have already paid for. Until then, you can use Mia as usual.
• We don’t refund the unused part of a period that has already started. The exceptions are the 14-day right below and cases where the law says otherwise.
• Once your subscription ends, your store is paused. You can export your data for 90 days. After that we delete it, except the tax records the law requires us to keep.

5. Withdraw within 14 days and get your money back

For 14 days after your first paid charge for the subscription, you can withdraw from the contract and get the full amount back. The first paid charge is the one on the day your trial ends or, on the annual plan, the first annual charge.

We give this right to everyone, whether you bought as a private person or as a business. You don’t need to give a reason.

You have two options:

1. In Settings → Billing, press “Withdraw from contract here”. The button is there for the whole 14 days. We ask you to confirm once more, so you can’t press it by mistake.
2. Write to support@mia.store from your account email address and say clearly that you are withdrawing from the contract.

What happens next:

• We refund that charge in full, to the same card you paid with.
• Your subscription is cancelled straight away, not at the end of the period.
• You get an email confirming your withdrawal, so you have it in writing.
• We cover the payment processing fees. You get back the whole amount you paid.

When the money shows up on your statement depends on your bank.

6. Annual plan

The 14-day rule works the same way on the annual plan: you have 14 days after the first annual charge to withdraw and get the full amount back.

After those 14 days, if you cancel the annual plan, you keep access until the end of the year you paid for. We don’t refund the remaining months pro rata unless the law requires us to.

7. Later renewals

The 14-day money-back right applies only to your first paid charge. It does not apply to the renewals that follow, monthly or annual.

If you don’t want to pay for a renewal, cancel before its date in Settings → Billing.

8. Legal guarantee for your subscription

If you bought the subscription as a consumer, Romanian Emergency Ordinance (OUG) 141/2021 on digital content and digital services applies. Because Mia is supplied continuously, we are liable for any lack of conformity for the whole time you are subscribed.

If the service doesn’t work as described, you are entitled, in the order the law sets:

• to have it brought into conformity within a reasonable time;
• to a proportionate price reduction;
• to end the contract, unless the lack of conformity is minor.

For any issue like this, write to support@mia.store.

9. Price changes

If we change the price of your subscription, we email you at least 30 days in advance. If you don’t agree with the new price, you can cancel before it applies.

If you got a founding price, you keep it as we advertised it when you subscribed.

10. How to get help

For any question about billing, cancellation or refunds, write to support@mia.store. Please write from your account email address so we can find you quickly.

If you are a consumer and we can’t resolve the issue together, you can contact ANPC, the Romanian consumer protection authority, or use its SAL platform for alternative dispute resolution.

11. Part B. Purchases from creators (for buyers)

When you buy a product from a creator’s page, the creator is the seller. The contract of sale is between you and the creator. The creator sets the price, the product and the terms of sale, issues your invoice and is responsible for delivery.

Mia is the platform that hosts the creator’s page. We don’t sell creators’ products. Your payment goes through Stripe, straight to the creator’s own Stripe account, and the creator’s name appears on your card statement. We never receive or hold your money.

So the creator decides refunds, within the law. Below you’ll find the rights you have regardless of the creator’s own rules.

For now, only digital products and services are sold on Mia. Physical goods are not available.

12. Who does what

13. Your 14-day right of withdrawal

If you bought as a consumer, you usually have the right to withdraw from the contract within 14 days without giving a reason (OUG 34/2014, art. 9). For digital content and services, the 14 days count from the day you bought.

OUG 34/2014, art. 16 sets out two exceptions.

• Digital content, courses and bundles (for example PDFs, templates, presets, e-books, video courses): at checkout you must tick a box in which you expressly ask for immediate access and acknowledge that, once delivery starts, you lose your 14-day right of withdrawal. The box starts unticked, and you cannot buy these products without ticking it. We confirm your consent and acknowledgement to you in writing. After delivery starts, the 14-day right of withdrawal no longer applies.
• Services (for example a coaching session or a consultation): you lose the right of withdrawal only once the service has been fully performed, and only if performance started with your prior express consent and your confirmation that you understood you would lose the right.

Memberships and installment plans keep the 14-day right of withdrawal. So does any other order that falls under neither exception.

14. How to withdraw

For orders that keep the right of withdrawal (memberships, installment plans, bookings and other products that are not digital content), the order confirmation page shows a “Withdraw” button for 14 days. In the Romanian interface it is labelled „Retragere”.

1. Open the order confirmation page and press “Withdraw”.
2. Confirm once more.
3. You get an email confirming that we have recorded your withdrawal.
4. The refund starts automatically from the creator’s Stripe account. If there isn’t enough money in that account, your request stays open and the creator is required to pay it.

If the button isn’t shown or you would rather write, send a message to the creator (their contact details are on their page and in your receipt email) or to us at support@mia.store. If you write to us, we pass your request on to the creator and follow it up.

Any clear message is enough. You don’t have to say why you are withdrawing. You can use this template:

I am withdrawing from the contract of sale for [product], order no. [order number], placed on [date]. My name: [name]. Email used for the order: [email address].

15. When and how you get your money

The creator must refund you within 14 days of receiving your withdrawal (OUG 34/2014, art. 13).

The money goes from the creator’s Stripe account back to the card you paid with. Banks usually take 5–10 business days to show it on your statement, but this can vary.

16. Services started at your request

If you asked for a service to start within the 14 days (for example a session booked for an earlier date) and then withdraw, you may owe an amount in proportion to what was already provided up to your withdrawal. The rest is refunded to you.

17. Legal guarantee for creators’ products

If you bought digital content or a digital service as a consumer, OUG 141/2021 applies. The creator, as the seller, is liable if the product doesn’t match what was promised.

• Single supply (for example a download): the creator is liable for a lack of conformity that existed at delivery and becomes apparent within the period set by OUG 141/2021.
• Continuous supply (for example access to a course or a membership over time): the creator is liable for the whole period during which they give you access.
• Live sessions, coaching, bookings: these are services outside OUG 141/2021. General consumer protection law applies to them.

If the product is not in conformity, you can ask, in the order the law sets, for it to be brought into conformity within a reasonable time, for a proportionate price reduction, or to end the contract (unless the issue is minor).

18. The creator’s own refund policy

Each creator can have their own refund policy. It can be more generous than the law (for example a 30-day money-back guarantee), but it can never take away the rights the law gives you.

Read the creator’s terms before you buy. If you can’t find them, ask the creator.

19. Card disputes (chargebacks)

If something is wrong with an order, write to the creator first. That is usually the quickest way to sort it out.

If you open a dispute with your bank, it is handled by Stripe and the bank that issued your card, not by us. The dispute fees are paid by the creator.

20. Where to complain

1. Write to the creator. They are the seller and must answer you.
2. If they don’t answer within a reasonable time, write to us at support@mia.store. We can help you reach them and follow up, but we can’t decide in the seller’s place.
3. You can contact ANPC, the Romanian consumer protection authority, or use its SAL platform for alternative dispute resolution.

21. For creators: what to do when a buyer withdraws or asks for a refund

When you sell through Mia, you are the seller and you have a seller’s duties towards your buyers. In practice:

• Answer withdrawal and refund requests within a reasonable time, including the ones we pass on to you.
• Refund within 14 days of receiving a valid withdrawal, using the refund tool in Mia.
• Keep enough money in your Stripe account to cover refunds. If there isn’t enough, the request stays open and you still have to pay it.
• Don’t refuse a withdrawal the law allows. Your policy can be more generous than the law, never stricter.
• Chargeback fees are yours to pay.

The full rules are in the Terms of Service and the Acceptable use policy.