Refund and Cancellation Policy

1. What this covers

This policy applies to amounts paid directly to Malath once payments are enabled.

Purchases made through a third-party app store are governed by that store's policy, as set out below.

2. Cancelling versus refunding

Cancelling: turning off automatic renewal, so no further amount is charged.

Refunding: returning an amount that has already been charged.

Cancelling a subscription does not by itself refund the amount paid for the current period.

3. Situations that may qualify for a refund

A refund request will be viewed favourably, after verification, where:

• The same transaction was charged more than once.
• A charge was not authorised, and this is established after review.
• Paid content never became accessible to you at all.
• A material technical failure prevented access and support could not resolve it within a reasonable time.
• An amount was charged that differs from the amount shown to you at confirmation.

4. Situations that normally do not qualify

Unless the applicable law requires otherwise, a refund is not normally given where:

• You changed your mind after meaningful, substantial access to the digital content.
• The problem was caused solely by an unsupported or modified device, where the requirements were disclosed in advance.
• Access was suspended because of a breach of the Terms of Use or Content Guidelines.
• Access was free or promotional and nothing was paid for it.
• You are asking for the unused remainder of a subscription cancelled in the ordinary way.

5. How to request a refund

Write to [To be completed before launch], or use the Contact and Complaints page and choose the "Refund request" category.

Please include the following so we can verify the transaction:

1. The transaction reference or number.
2. The date charged, the amount and the currency.
3. Which product or subscription it relates to.
4. The reason for the request.
5. A contact email address, and the last four digits of the payment method if you have them.

6. Request window

A refund request should be submitted within [To be completed before launch] of the date charged.

Later requests may still be considered where the applicable law gives you a longer period, or where the circumstances justify it.

7. Review and approval

Every request is checked against the transaction record and against whether the content was actually accessed. Approval is not automatic.

We tell you the outcome by email at the address used for the request, with the reason if it is declined.

8. How long it takes

Once approved, we start the refund with the payment provider within [To be completed before launch].

After that it goes through your bank's or the card network's own cycle, which takes additional time that varies by bank and is outside our control.

9. Cancelling a subscription

Once subscriptions exist, you can turn off automatic renewal at any time before the renewal date.

Cancelling stops any future charge, and your access continues to the end of the period already paid for, unless stated otherwise at purchase.

Cancelling on its own does not create a right to a refund of the remaining time.

10. Single digital purchases

A one-off purchase of a single digital work is subject to the qualifying and non-qualifying situations above.

Opening a work and reading a substantial part of it counts as meaningful, substantial access.

11. Purchases through app stores

If the purchase was made through a third-party app store, refunds follow that store's policy and process, and the request goes to the store directly.

We cannot issue a refund on that store's behalf, but we can help by clarifying the access recorded on our side.

12. Free and promotional access

Free or promotional access carries no cash refund, because nothing was paid for it.

If a trial period converted into a paid subscription against your intention, write to us and we will review the case.

13. Bank disputes

Contacting us first is usually faster than opening a bank dispute, and we can often resolve the matter directly.

Where a dispute is opened, access tied to the disputed amount may be suspended until it is resolved.

14. Your statutory rights

Nothing in this policy reduces any mandatory right that consumer protection law gives you.

Where a clause here conflicts with such a right, the mandatory right prevails.

15. Contact

Refund requests and questions: [To be completed before launch], or use the Contact and Complaints page.