MidVail
Disappointed by hidden terms in the "14-day money-back guarantee"
I subscribed to Calmio and requested a refund within their advertised 14-day money-back guarantee window (purchased 18 August, cancellation requested 1 September — well inside the period). I was told I didn't qualify because the guarantee also requires using the app on at least 7 separate days within that window — a condition that isn't made clear when you sign up or purchase. A "14-day money-back guarantee" should mean what it says. If there's a usage requirement attached, that needs to be disclosed upfront — not buried in terms and conditions you only get pointed to after you've already asked for your money back. Finding out about extra conditions only at the point of refusal feels like a bait-and-switch, regardless of what the fine print says. To be fair, customer service (Teresa) was polite and responsive, cancelled my subscription promptly, and confirmed I'd keep access until the paid period ends. That part was handled professionally. But the lack of transparency around the refund conditions is the reason I can't recommend signing up without reading every line of the terms first. If you're considering Calmio, go in aware that the money-back guarantee has more conditions than advertised.
Response from CalmioSep 3, 2026
Thank you for a review this measured — you've credited what went well alongside what didn't, and that makes it far more useful to us than most. I understand the frustration of learning about a condition at the point a request is declined rather than before purchase. The usage requirement is part of the published guarantee terms, and your point about where those conditions are surfaced has been passed to the team. I'm also glad Teresa handled the cancellation properly and confirmed your access through to the end of the paid period. On the refund itself, I'd rather look at your case again than leave it where it landed. Please email [email protected] and mark it for my attention, and I'll go through it personally. Emma Lawson Head of Customer Support