Frequently Asked Question at Thermal Mermaid

If you want toget access to the modules in 4 - 11 and the full recipe directory then you will want to upgrade from your Kelpie membership to a Mermaid or Siren level membership. Both the Mermaid and Siren levels give you access to exactly the same content. The Mermaid is a monthly charge, while the Siren is paid only one time per year and had a discount. Sign up for either of these and then send a message to Thermal Mermaid on Facebook. This way we will cancel your old membership while upgrading your account without disruption. Paypal just doesn't handle the upgrade very well, so you must contact us so that we can manually set your account correctly.
If you are having an issue logging into your account, please use the password reset button. The link is at the bottom of this page. If you registered your account and are having issues, please contact our customer service. If you are still having trouble please check your paypal subscriptions and see if your account was placed on hold due to a payment issue. Cancellations are automated due to invalid credit cards, so we will never cancel you intentionally or manually.
If you want toget access to the modules in 4 - 11 and the full recipe directory then you will want to upgrade from your Kelpie membership to a Mermaid or Siren level membership. Both the Mermaid and Siren levels give you access to exactly the same content. The Mermaid is a monthly charge, while the Siren is paid only one time per year and had a discount. Sign up for either of these and then send a message to Thermal Mermaid on Facebook. This way we will cancel your old membership while upgrading your account without disruption. Paypal just doesn't handle the upgrade very well, so you must contact us so that we can manually set your account correctly.
All customer service is handled through direct message via our Facebook page. If you want to talk with someone directly you have to message us there. However, we do see messages that are posted in comments and on the forum. There is even an entire thread that helps people with log in issues or access issues. You can find this thread here Membership Help
When I first built this course it was only three lessons. Every module, tools, and feature has been hand built (in some cases hand coded) by me. Now I have built eleven large modules and I am always building more content all the time. Sometimes, I work on multiple pages at once, and sometimes I stop building one topic because a member has asked for help with a specific recipe, so I spend time filming a tutorial on a request. All of the work you see here is in a constant state of being built and expanded. I have realized over the past two years...... it will never end. If you see a video that is incomplete, this is because I am currently working on it and I will upload a partially complete video to force myself to stay on track. Sometimes I just need to make a page as a placeholder for a lesson I want to cover in the future and don't want to lose the thought. This website is very much like a real library. Sometimes the returns need to be sorted and re shelved, and other times everything is squeaky clean. If you see something you want to see more of, pop me a message and tell me. I will be happy to focus on the topics that interest you the most.
There are many ways to communicate with us at Thermal Mermaid, but if you need assistance you must contact us through our designated customer service channels. This is either through Facebook message on our Facebook page here: https://www.facebook.com/ThermalMermaid or now (since November of 2020) by submitting a ticket directly on the login page of the Crafter's Community : https://thermalmermaid.com/blog If you send messages to random email addresses or just post your thoughts on one of the many message threads, it is possible no one will ever see you. Please use our direct contact channels if you need someones attention.
We will never manually delete or cancel anyone's subscription. This is 100% automated. The subscription you sign up for is re-occurring by month or by year. When you cancel your subscription through pay pal you are canceling your access to the dashboard no matter where you fall in your sign up cycle. If you have paid for a full year and cancel your subscription half way through the year, you access may be limited until you resign up.
We will be happy to offer any refunds from 30 days after a charge is complete for any reason. You do not have to have a reason and there are no terms to your subscription that would prevent you from cancelling and getting a refund. Refunds are faster than filing a dispute through pay pal, because we will provide them instantly compared to waiting the days or weeks it takes to answer dispute notifications. If you do file a dispute and you are asking for money back within 30 days of your charge it will be accepted. Please understand that any action you take to dispute or chargeback will instantly cancel your subscription per the automated paypal set up. This may lead to unwanted account deletion. By filing a dispute you are canceling your account. You can sign up again if this is what you are intending to do. Any charge backs outside the terms of service of our website agreement will be disputed. Refunds are not granted after 30 days of an order being placed. Please make sure you contact customer service through the correct posted channels, not random emails, and not posting to random group threads.