Disputing an Unexpected Charge

Last updated: February 23, 2026

What to Do If You See an Unexpected Charge

Quick answer: If you have been charged unexpectedly, contact us at support@marytechnology.com with your billing email address and the date of the charge. We will investigate and process a refund if the charge was not authorised. Refunds are processed through billing portal and typically take 5-10 business days to appear on your statement. If you would like a refund, please contact support@marytechnology.com. Note that a standard cancellation does not include a refund — cancellation is actioned at the end of your current billing cycle.

Why This Happens

The most common reason for an unexpected charge is that a free trial automatically converted to a paid subscription. When a trial period ends, your subscription moves to the paid plan you selected during sign-up. Billing begins immediately at the end of the trial unless you contact us to cancel beforehand.

Other common causes include:

A colleague at your firm signed up for a subscription and the billing went to a shared firm card
A monthly renewal processed that you were not expecting
A credit top-up was purchased by another user on your firm's account

Step 1: Check Your Email for Billing Notifications

Before contacting support, check the inbox of the email address associated with your Mary account. Look for:

A payment receipt or invoice from Mary Technology
A trial expiry notification sent before the charge
A subscription confirmation email from when you first signed up

These emails will confirm the amount, date, and plan associated with the charge. If the billing email is different from your login email (for example, a firm accounts address), check that inbox as well.

Step 2: Contact Support

Email support@marytechnology.com with the following details:

The billing email address on your account
The date and amount of the charge
Whether you would like a refund, a cancellation, or both

You do not need to provide card details or bank statements. We can locate the charge from your account information.

What Happens Next

Our support team will confirm the charge and its cause within one business day.
If the charge was made in error or you did not intend to continue past your trial, we will process a full refund.
Refunds typically take 5-10 business days to appear on your statement, depending on your bank.
If you would also like to cancel your subscription, we will confirm the cancellation in writing.

Note: You can downgrade to the free plan from the billing page, which cancels your existing charges while retaining your data. The free plan includes 100 page credits per month. Refund requests are handled by our support team. We aim to acknowledge billing queries within one business day.

Preventing Future Unexpected Charges

Check your trial end date. When you start a trial, note the date it expires. If you do not wish to continue, contact support before that date.
Confirm who has billing access. Credits are shared at the firm level. If multiple people at your firm use Mary, any of them may trigger credit purchases that appear on the firm's payment method.
Keep your billing email current. Make sure the email address on your billing account is monitored, so you receive payment receipts and renewal notices promptly.

If This Doesn't Resolve Your Issue

If you have contacted support and have not received a response within one business day, or if you believe a refund was not processed correctly:

Reply to your original support email to ensure it is in the same thread
Include the word "billing follow-up" in the subject line
We will escalate and respond as a priority