Refund Policy

1 Scope and Relationship to Other Documents

1.1 Personal Account Users

This Refund Policy governs refunds for paid personal plans and paid personal add-ons purchased by individual users through their Personal Account on the Mobilyze Platform (the “Platform”). It is incorporated by reference into the Personal Account Terms of Service (the “Personal Terms”), Section 8.

1.2 Corporate Customers — Expressly Excluded

This Refund Policy does not apply to Corporate Customers. Refunds, credits, and remedies for Corporate Customers — including early termination, fee acceleration, and any service-related credits — are governed exclusively by the Corporate Customer Agreement (the “CCA”) and the applicable Order Form. In particular:

• Early termination by a Corporate Customer for convenience is subject to fee acceleration under CCA §12.3, not to this Policy;
• There are no SLA-based service credits available to Corporate Customers under the CCA as currently configured; and
• No provision of this Policy may be invoked by a Corporate Customer to obtain a refund or credit that is not expressly provided for in the CCA or applicable Order Form.

Refund requests by personal account users will not be granted based on issues arising from a company-managed environment, including administrative actions, access restrictions, internal account decisions, or termination of a company’s relationship with Mobilyze.

1.3 Non-Waivable Consumer Rights

Where applicable mandatory consumer protection law in your jurisdiction grants you greater rights than those described in this Policy, those rights apply and prevail. This Policy does not limit any non-waivable statutory rights you may have as a consumer.

1.4 Defined Terms

Capitalized terms used but not defined in this Policy have the meanings given to them in the Personal Terms.

2 Definitions

“Consumer”

means a natural person purchasing a personal plan or add-on primarily for purposes outside that person’s trade, business, craft, or profession.

“Cooling-Off Period”

means the statutory withdrawal window granted to Consumers in certain jurisdictions, as described in Section 4.

“Digital Content”

means digital services and software-as-a-service access to the Platform.

“Standard Refund Window”

means the contractual refund window provided by Mobilyze under this Policy, as set forth in Section 3, independent of any statutory minimum.

3 Refund Eligibility

Subject to Section 6 (Non-Refundable Items and Exclusions) and Section 4 (Statutory Withdrawal Rights), the following Standard Refund Windows apply to personal account purchases:

1. (a) Personal paid plan — monthly subscriptions: Users may request a full refund within seven (7) calendar days of the initial purchase. For monthly renewals, Users may request a full refund within three (3) calendar days after renewal, provided there has been no material use of the Platform after the renewal date.
2. (b) Personal paid plan — annual subscriptions: Users may request a full refund within fourteen (14) calendar days of the initial purchase or renewal.
3. (c) Personal add-ons — one-time purchases: Refunds are available within seven (7) calendar days of purchase, provided the add-on has not been accessed, activated, or consumed.

After the applicable Standard Refund Window expires, fees are non-refundable except where required by applicable law.

Mobilyze may, in its sole discretion, approve a refund outside the applicable Standard Refund Window in limited circumstances, including duplicate charges, billing error, accidental renewal, documented hardship, or other exceptional circumstances. This discretionary accommodation does not create an ongoing right to future refunds.

3.2 Jurisdictional Minimums Override

Where applicable law in your jurisdiction provides a minimum refund or withdrawal right that exceeds the Standard Refund Window above, that minimum applies. See Section 4 for jurisdiction-specific details.

4 Statutory Withdrawal and Consumer Rights by Jurisdiction

4.1 EU and EEA — 14-Day Cooling-Off Period

If you are a Consumer located in the EU or EEA, you have the right to withdraw from a distance contract within 14 days of conclusion without giving any reason, under the Consumer Rights Directive 2011/83/EU and the Digital Content Directive 2019/770/EU.

To exercise your right of withdrawal, send an unambiguous written statement to billing@mobilyze.net or use the withdrawal form at your Subscription settings before the 14-day period expires. You may use the model withdrawal form below but are not required to do so.

Refunds will be issued within 14 days of receiving your withdrawal notice, using the same payment method you used for the original transaction, unless you have expressly agreed to a different method.

Digital Content Acknowledgment. By completing a purchase and accessing the Platform, you expressly consent to the immediate commencement of performance of Digital Content. You acknowledge that substantial features of the Platform—including but not limited to partner discovery, program enrollment, deal execution, and account collaboration—are made available immediately upon activation. As a result, you understand and agree that, to the extent permitted by applicable law, you may lose your right of withdrawal once performance has begun. Where applicable law requires a pro-rata refund based on usage rather than full forfeiture, any refund will be reduced to reflect the value of services already provided through Platform access and use.

4.2 United Kingdom — 14-Day Cooling-Off Period

If you are a Consumer located in the United Kingdom, you have a 14-day right to cancel a distance contract under the Consumer Contracts Regulations 2013. You also have statutory remedies for Digital Content that does not conform to contract under the Consumer Rights Act 2015. The same process described in Section 4.1 applies. Refunds are issued within 14 days of your cancellation notice.

4.3 United States

There is no federal cooling-off period for SaaS subscriptions. Your refund rights in the US are governed by the Standard Refund Windows in Section 3.1, subject to the following:

Auto-renewal. Subscriptions renew automatically unless cancelled before the renewal date. We send renewal reminders required by applicable state law, including California Business and Professions Code Section 17602 and New York General Business Law Section 527-a. You may cancel at any time from your account settings or by contacting billing@mobilyze.net. Cancellation stops future billing; you retain access for the remainder of the paid period.

California. California residents have rights under California’s automatic renewal law (Cal. BPC 17600 et seq.). If we fail to comply with California’s automatic renewal disclosure requirements, you may cancel and obtain a full refund for any amounts charged.

Other US states. Where applicable state consumer protection law provides additional rights — including state auto-renewal laws in New York, Illinois, Oregon, and the District of Columbia — those rights apply.

5 Refund Process and Timelines

5.1 How to Submit a Request

To request a refund, you may:

• Submit a request at your Billing settings; or
• Email billing@mobilyze.net with the following information: your account email address, your order or invoice ID, the amount and payment method, and the reason for your request.

For EU, EEA, and UK Cooling-Off Period withdrawals, use the withdrawal form at your Subscription settings or send an unambiguous written statement as described in Section 4.

5.2 Response Timelines

5.3 Method of Refund

Refunds are issued to the original payment method where technically possible. Where the original payment method is no longer available — for example, a closed card account — we will issue the refund via an alternative method that places you in an equivalent financial position. A refund issued under this Policy fully satisfies Mobilyze’s refund obligations with respect to the applicable transaction, and you are not entitled to duplicative recovery through any other channel to the extent permitted by applicable law.

6 Non-Refundable Items and Exclusions

The following are not eligible for refund, except where non-waivable consumer protection law in your jurisdiction requires otherwise:

• Fees for services already rendered or Digital Content already consumed, including access to or use of the Platform, partner discovery, program enrollment, deal execution, or participation in the Platform through any account context;
• Personal plan fees outside the applicable Standard Refund Window or Cooling-Off Period;
• Pro-rated amounts for completed periods under auto-renewing subscriptions, where permitted by applicable law;
• Third-party charges, including payment processor fees and marketplace fees, unless the applicable third party independently issues a refund;
• Fees that were waived or discounted pursuant to a promotional offer, where the promotion terms specify non-refundability;
• Fees associated with accounts suspended or terminated by Mobilyze for material breach, fraud, abuse, unauthorized data uploads, or violation of the Personal Terms or Community Guidelines, to the fullest extent permitted by applicable law.

Repeated refund requests, excessive use followed by refund requests, or patterns of abuse of promotional or onboarding features may result in denial of refund requests, account restrictions, or suspension, to the extent permitted by applicable law.

Fees for periods during which access to the Platform is limited, suspended, or restricted due to enforcement of applicable law, security requirements, acceptable use policies, or investigation of suspected misuse or unauthorized activity.

7 Partial Refunds and Pro-Rata Calculations

Where a partial refund is required or permitted, the following methodology applies:

1. (a) Annual subscriptions: Where a partial refund is required or approved, the refundable amount equals the amount actually paid multiplied by the unused days remaining in the subscription term divided by the total days in the subscription term, unless applicable law requires a different calculation.
2. (b) Monthly subscriptions: Partial refunds, where required by law, are calculated based on the unused portion of the billing period on a daily basis.
3. (c) Add-ons: Any refund will be limited to the unused or unconsumed portion at the time of the refund request.
4. (d) Taxes, third-party fees, and payment processing costs are excluded from pro-rata refund calculations unless required by applicable law.

8 Chargebacks and Disputed Transactions

We encourage you to contact us at billing@mobilyze.net before initiating a chargeback so we can resolve your concern directly and promptly. Accounts with unresolved or disputed chargebacks may be suspended, restricted, or have access to shared workspaces, partner programs, or deal rooms limited pending resolution. We cooperate fully with payment processor and issuing bank investigations and will provide documentation as required. Accounts with unresolved chargebacks may be suspended pending resolution. Chargebacks determined to be fraudulent or submitted in bad faith may result in account suspension or termination under the Personal Terms.

9 Auto-Renewal and Cancellation

Subscriptions renew automatically at the end of each billing period unless you cancel before the renewal date. We will send renewal reminders where required by applicable law. You may cancel at any time through your account settings or by contacting billing@mobilyze.net. Cancellation takes effect at the end of the current billing period, and you will retain access to the Platform through that date unless your account is terminated for cause under the Personal Terms.

10 Dispute Resolution and Consumer ADR

If you have a concern about a refund decision, please contact us first at billing@mobilyze.net. We will make a good-faith effort to resolve your concern promptly.

EU and EEA users may use the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr if we are unable to resolve your concern directly.

UK users may refer unresolved disputes to an approved Alternative Dispute Resolution provider where eligible under applicable UK law.

US users — disputes that cannot be resolved through our internal process are subject to the dispute resolution provisions of the Personal Terms, including the arbitration and class action waiver provisions in Section 12 of the Personal Terms, to the extent enforceable under applicable law.

11 Model Withdrawal Form (EU, EEA, and UK)

To exercise your right of withdrawal, you may complete and submit the following form to billing@mobilyze.net or your Subscription settings:

To: Mobilyze, Inc., billing@mobilyze.net

I hereby give notice that I withdraw from my contract for the purchase of the following service:

Service purchased: Date of purchase: Account email address: Order or invoice ID: Name: Address: Signature (if submitting by paper): Date:

12 Contact

Jurisdiction Addenda

A.1 EU/EEA — Consumer Rights Directive and Digital Content Directive

14-day cooling-off period for Consumers on distance contracts. Digital Content Directive conformity remedies apply where Digital Content does not conform to contract. Online Dispute Resolution link provided in Section 10.

A.2 United Kingdom — Consumer Contracts Regulations 2013 and Consumer Rights Act 2015

14-day cancellation right. Statutory remedies for non-conforming Digital Content under the Consumer Rights Act 2015. CMA auto-renewal guidance observed.

A.3 United States — Federal and State

No federal cooling-off period for SaaS. State auto-renewal and consumer protection laws observed, including California BPC 17600 et seq., New York GBL 527-a, and equivalent state laws.