1. Overview
Malooz provides digital services and/or subscription-based access (the “Service”). Because the Service is digital, “returns” may not apply in the same way as physical products. This policy explains when refunds may be available.
2. Digital Services & Access
Once a subscription is activated or digital access is granted, you may be able to use the Service immediately. If you experience technical issues, please contact support so we can help resolve the problem.
3. Refund Eligibility
Refunds may be considered in the following cases (as permitted by applicable law):
- Duplicate Charges: You were charged more than once for the same subscription period.
- Unauthorized Transaction: If a payment was made without your authorization (subject to verification).
- Service Not Delivered: You were charged but did not receive access due to a verified system error.
- Major Technical Failure: A verified issue prevented you from using core features for a significant time and support could not resolve it.
Local consumer protection laws may provide additional rights, including cooling-off periods in some regions.
4. Non-Refundable Cases
Refunds are generally not provided for:
- Change of mind after using the Service.
- Partial use of a subscription period.
- Failure to cancel auto-renewal before the renewal date.
- Issues caused by your device, network, ISP, VPN/proxy, or unsupported configurations.
- Violations of our Terms & Conditions (e.g., fraud, abuse, account sharing beyond plan limits).
5. How to Request a Refund
To request a refund, email us at [billing@malooz.com] with:
- Your account email/phone used for Malooz
- Transaction ID / invoice number (if available)
- Date of charge and amount
- Reason for the request and any screenshots/logs (if relevant)
We may ask for additional information to verify your request and prevent fraud.
6. Processing Time
If approved, refunds are typically processed within 7–14 business days, depending on your payment method and bank/payment provider. We may issue refunds to the original payment method when possible.
7. Chargebacks
If you initiate a chargeback without contacting us first, we may suspend your account while the dispute is investigated. Repeated or fraudulent chargebacks may result in permanent account restriction.
8. Policy Updates
We may update this policy from time to time. The latest version will be posted on this page with an updated Effective Date.
9. Contact
For billing and refund questions:
Malooz Billing Support
Email: [billing@malooz.com]