At Mallow LLC (“Mallow”), we operate under a strict no-refund policy. All sales are final. Once a payment has been processed for a subscription or service, it will not be reversed, refunded, or prorated under any circumstances, except as expressly required by law or outlined in Section 6 (Service Outages).
Users have the flexibility to cancel their subscription plans at any time.
Cancellation Method: To cancel, users must use the self-service cancellation link provided in every transaction notification and reminder email. Users may request assistance by contacting Mallow support (support@getmallow.com).
Timing: To avoid being charged for the next billing cycle, cancellations must be processed prior to the scheduled renewal date. If requesting assistance in cancelling an account, requests must be made at least 48 hours prior to the scheduled renewal date.
Access After Cancellation: Upon cancellation, the account will remain active and accessible until the end of the current paid service period. No partial refunds or credits will be issued for "unused" days within a billing cycle.
As a courtesy to help users manage their business expenses, Mallow sends automated payment reminder emails five (5) days before a subscription is set to renew.
While Mallow utilizes high-reliability automated systems to send these notices, delivery can be affected by factors outside our control (e.g., failed webhooks, ISP filters, or full user inboxes).
The receipt of a reminder email is not a prerequisite for a valid charge. It remains the sole responsibility of the user to monitor their subscription status and renewal dates.
If a user fails to cancel their subscription before the renewal date and a payment is processed, Mallow will not issue a refund for that period. Users are encouraged to review their settings and check for reminder emails regularly to avoid unexpected charges.
Mallow LLC takes payment integrity seriously.
Contact Support First: If you believe a charge was made in error or was unauthorized, you agree to contact support@getmallow.com to resolve the issue before initiating a chargeback with your bank.
Account Impact: Initiating a chargeback or payment dispute for a valid subscription renewal may result in the immediate and permanent termination of your Mallow account and access to all stored documents.
Collection Fees: Mallow reserves the right to seek reimbursement for any fees or costs associated with defending a fraudulent or bad-faith chargeback.
In the event of a "Major Service Outage"—defined as a period where the Mallow platform is inaccessible for more than 24 consecutive hours due to an internal system failure (excluding scheduled maintenance or third-party ISP/Cloud provider failures)—Mallow may, at its sole discretion, issue Service Credits.
Form of Credit: Credits will be applied as an extension of the user’s current subscription period (e.g., a 2-day extension for a 2-day outage).
Cash Refunds: Under no circumstances will service outages trigger a cash refund.
Claim Process: To be eligible for a credit, users must submit a request to support@getmallow.com within seven (7) days of the outage.
For any questions or concerns regarding subscriptions or Mallow's refund policy, please contact the Mallow support team at support@getmallow.com.
Mallow reserves the right to amend this Refund Policy at any time. Continued use of our services after updates are posted signifies acceptance of the new terms.
