Billing & Refund Policy

This Billing & Refund Policy explains how subscriptions, renewals, cancellations, failed payments, refunds, and related billing matters work for Mellow.

This policy forms part of Mellow’s Terms of Service.

1. Subscription Plans

Mellow currently offers the following access and subscription options:

• Free — $0
  Access to Mellow's Free features at no charge. The Free tier does not require recurring subscription charges, and no payment card is required solely to use Free.
• Plus Monthly — $5.99 per month
• Plus Annual — $59.99 per year

Premium is currently in Beta and is not available for purchase. Premium does not currently create a recurring billing obligation. Any Premium pricing or features displayed on Mellow — including preview pricing of $9.99 per month and $99.99 per year — are for preview purposes only and may change before Premium becomes generally available.

Applicable taxes may be added where required by law.

The exact price, billing interval, and any applicable taxes will be displayed before you complete checkout.

2. Automatic Renewal

Mellow Plus is a recurring subscription. Depending on the plan you select, your subscription will automatically renew monthly or annually unless canceled before the next renewal date.

By purchasing a Plus subscription, you authorize Mellow and its payment processor to charge your selected payment method at the beginning of each billing period for the applicable subscription fee, plus any required taxes.

Your subscription will continue to renew until canceled in accordance with this policy.

Unless you cancel before your next renewal date:

• A Monthly Plus subscription automatically renews each month.
• An Annual Plus subscription automatically renews each year.

Your renewal date is generally based on the date your paid subscription begins, subject to adjustments made by the payment processor or applicable billing system.

3. Payment Processing

Mellow currently uses Stripe to process subscription payments.

Stripe may collect and process payment information including:

• Credit or debit card information
• Billing information
• Payment status
• Transaction information
• Subscription information
• Fraud-prevention information

Mellow generally does not directly store your complete payment-card number when payment information is entered through Stripe.

Your payment may also be subject to Stripe’s applicable terms and privacy practices.

4. When You Are Charged

For a new paid subscription, you will generally be charged when you complete the purchase.

Thereafter:

• Monthly Plus subscribers are generally charged once per monthly billing cycle.
• Annual Plus subscribers are generally charged once per annual billing cycle.

Charges may appear on your statement using a Mellow-related billing descriptor or a descriptor provided through our payment processor.

5. Cancellation

You may cancel your Plus subscription at any time using the subscription-management functionality provided through Mellow.

Where available, Mellow may use Stripe’s Customer Portal to allow you to manage or cancel your subscription.

Cancellation prevents future renewals.

Unless otherwise expressly stated:

• Cancellation does not immediately remove Plus access.
• Your Plus access continues through the remainder of the billing period you already paid for.
• You will not be charged for the next billing period after cancellation takes effect.
• Your account will return to the applicable Free tier when the paid period expires.

Stripe supports subscriptions configured to cancel at the end of the current billing period, allowing access to remain active until that period ends.

6. How to Cancel

Where your subscription was purchased directly through Mellow online, you should be able to access subscription management through your account.

The exact interface may change as Mellow develops, but cancellation may be available through:

Account / Settings → Manage Subscription → Cancel Subscription

You may be redirected to Stripe’s secure Customer Portal to complete the cancellation.

Where required by applicable law, Mellow will provide an online cancellation method for subscriptions purchased online.

7. Cancellation Timing

To avoid renewal, you should cancel before your next scheduled renewal charge.

A cancellation submitted after a renewal charge has already successfully processed ordinarily applies to the next renewal rather than reversing the charge that has already occurred.

Cancellation is considered complete when the applicable subscription-management system confirms the cancellation.

We recommend retaining any cancellation confirmation for your records.

8. Deleting Your Account Is Not the Same as Canceling

Deleting your Mellow account does not automatically guarantee cancellation of an active Plus subscription unless the Service expressly confirms that cancellation occurred.

Before deleting your account, cancel any active Plus subscription through the available subscription-management system.

If you believe you deleted an account while an active subscription remained in place, contact Mellow promptly through the Contact page.

9. Refund Policy

Except where required by law or otherwise stated in this policy, Mellow subscription payments are generally non-refundable once successfully charged.

This includes:

• Monthly subscription charges
• Annual subscription charges
• Renewal charges
• Unused portions of an active billing period
• Time during which you did not use Mellow
• Failure to cancel before a scheduled renewal

Because Mellow is a digital service that provides access immediately after successful payment, refunds are not automatically provided simply because a user changed their mind or did not use the Service.

This policy does not limit any refund rights you may have under applicable law.

10. No Prorated Refunds for Cancellation

If you cancel during a paid billing period, Mellow ordinarily does not issue a prorated refund for the unused portion of that period.

Instead, you generally retain Plus access until the end of the period you already paid for.

For example:

If your Monthly Plus subscription renews on August 10 and you cancel on August 15, your Plus access would ordinarily remain active until the end of the billing period associated with that August 10 payment, and the subscription would not renew again.

11. When Mellow May Issue a Refund

Although payments are generally non-refundable, Mellow may issue a full or partial refund where appropriate.

Examples may include:

• A confirmed duplicate charge
• An incorrect charge caused by Mellow or its billing integration
• A charge made after a properly completed cancellation due to a confirmed system error
• A payment associated with a significant billing malfunction
• A refund required by applicable law
• Another circumstance in which Mellow determines that a refund is appropriate

Approval is determined based on the circumstances of the request and does not create an obligation to approve similar requests in the future.

Stripe supports full and partial refunds after a successful payment.

12. Duplicate Charges

If you believe you were charged more than once for the same subscription period, contact Mellow through the Contact page.

Please provide:

• The email address associated with your account
• The approximate transaction date
• The amount charged
• A description of the issue

Do not send your complete credit-card number, security code, or other unnecessary sensitive financial information.

If a duplicate charge is confirmed, Mellow may issue an appropriate refund.

13. Billing Errors

If you believe a charge was made in error, contact Mellow promptly.

We may request information reasonably necessary to locate and investigate the transaction.

If we determine that a billing error occurred, we may:

• Correct the subscription
• Correct the account status
• Issue a full or partial refund
• Apply another appropriate remedy

14. Failed Payments

If your payment method:

• Is declined
• Expires
• Has insufficient funds
• Is rejected
• Cannot be authenticated
• Becomes unavailable

Mellow or Stripe may attempt to collect the payment again.

Stripe supports configurable retry and revenue-recovery processes for unsuccessful subscription payments.

During a failed-payment period, Mellow may:

• Notify you
• Ask you to update your payment method
• Temporarily restrict Plus access
• Suspend Plus access
• Cancel the subscription after payment attempts fail

The exact retry process may depend on our Stripe configuration.

15. Updating Your Payment Method

You may be able to update your payment method through the subscription-management functionality associated with your account.

Where Stripe’s Customer Portal is enabled, payment-method updates may be completed directly through Stripe.

Updating your payment method does not necessarily change your billing date.

16. Expired or Invalid Payment Methods

You are responsible for maintaining a valid payment method for an active paid subscription.

If your payment method becomes invalid, your subscription may remain temporarily active during a payment-retry or grace period, but continued Plus access is not guaranteed.

17. Price Changes

Mellow may change the price of Plus subscriptions in the future.

Preview Premium pricing displayed while Premium remains in Beta may also be updated before Premium becomes generally available.

Price changes for existing subscribers will not be applied retroactively.

Where required, we will provide advance notice before a new price applies to a future renewal.

Depending on the circumstances and applicable law, you may be given the opportunity to cancel before the new price takes effect.

Continuing the subscription after an appropriately disclosed price change becomes effective may constitute acceptance of the new price to the extent permitted by law.

18. Promotional Pricing

Mellow may offer:

• Discounts
• Promotional pricing
• Coupon codes
• Introductory offers
• Limited-time offers
• Special subscription pricing

Promotions may be subject to additional conditions.

Unless expressly stated otherwise:

• Promotions cannot be redeemed for cash.
• Promotions may not be combined.
• Promotional pricing may expire.
• Standard subscription pricing may apply after the promotional period ends.

Any automatic transition from promotional pricing to standard recurring pricing will be disclosed before purchase where required.

19. Free Trials

Mellow may offer free trials in the future.

If a free trial converts automatically into a paid subscription, the checkout or enrollment process will disclose:

• The length of the trial
• The price that will apply afterward
• The billing interval
• Whether automatic renewal applies
• How to cancel

If no free trial is currently offered, this section does not create any entitlement to one.

20. Taxes

Subscription prices may not include applicable sales, use, value-added, or similar taxes unless expressly stated.

Where required, taxes may be calculated and added during checkout.

The amount of tax may depend on your location and applicable law.

21. Currency

Unless otherwise displayed at checkout, Mellow prices are stated in U.S. dollars (USD).

Your bank or card issuer may impose:

• Foreign transaction fees
• Currency-conversion fees
• Other financial-institution charges

Those charges are imposed by your financial institution and are not controlled by Mellow.

22. Chargebacks and Payment Disputes

If you do not recognize a Mellow charge or believe a charge is incorrect, we encourage you to contact Mellow before initiating a chargeback so we have an opportunity to investigate.

Nothing in this policy prevents you from exercising lawful rights available through your card issuer or payment provider.

However, fraudulent, abusive, or knowingly false chargebacks may result in:

• Suspension of Plus access
• Account restrictions
• Termination of the account
• Investigation of the underlying transaction

Mellow will not penalize users merely for exercising legitimate consumer rights.

23. Fraud Prevention

Mellow and its payment providers may use fraud-prevention systems to evaluate transactions.

Transactions suspected of:

• Fraud
• Unauthorized payment use
• Account takeover
• Payment manipulation
• Abuse

may be declined, delayed, reviewed, canceled, or refunded.

24. Subscription Access After Refunds or Reversals

If a subscription payment is:

• Fully refunded
• Reversed
• Charged back
• Canceled because of fraud
• Otherwise invalidated

Mellow may terminate or adjust Plus access associated with that payment.

If only part of a payment is refunded, Mellow may determine the appropriate effect on access based on the circumstances of the refund.

25. Focus Points and Billing

Focus Points (“FP”) are virtual features within Mellow and are separate from subscription payments.

Unless Mellow expressly states otherwise:

• FP has no monetary value.
• FP cannot be redeemed for cash.
• FP cannot be refunded for money.
• An FP-based room unlock is not a subscription payment.
• Plus subscription cancellation does not convert subscription payments into FP.
• FP cannot ordinarily be used to pay subscription invoices.

Rooms or features unlocked through FP may remain separate from Premium-only access.

26. Plus, Premium, and FP Unlocks

Plus, Premium, and FP-based unlocks are distinct.

For example, Mellow may make certain environments available:

• Only to Plus or Premium subscribers
• Only after earning a specified amount of FP
• To all users on the Free tier
• Through another unlock mechanism

Purchasing Plus does not automatically grant every FP-based unlock unless Mellow expressly states otherwise.

Likewise, earning FP does not automatically provide access to Plus-only or Premium-only features. Premium is currently in Beta and is not available for purchase.

27. Technical Problems

Temporary technical problems do not automatically qualify for a refund.

However, if a significant technical malfunction prevents you from accessing paid Mellow functionality for a substantial portion of your paid billing period, contact us.

We may evaluate the circumstances and determine whether an appropriate remedy is warranted.

Potential remedies may include:

• Restoration of access
• Extension of access
• Account correction
• Service credit, if implemented
• Partial refund
• Full refund

depending on the circumstances.

28. Subscription Termination by Mellow

Mellow may terminate or suspend a paid subscription in accordance with the Terms of Service.

If Mellow terminates your paid subscription for reasons unrelated to your violation, fraud, payment failure, or misuse, we may provide an appropriate refund or credit for unused prepaid service where required by law or appropriate under the circumstances.

If access is terminated because of serious violation of the Terms of Service or Acceptable Use Policy, a refund is not automatically owed.

29. Discontinuation of Mellow

If Mellow permanently discontinues the Service and you have unused prepaid subscription time, Mellow will determine an appropriate remedy consistent with applicable law.

This may include a prorated refund for unused prepaid service.

30. Automatic-Renewal Disclosures

Before you purchase a recurring subscription, Mellow will endeavor to clearly display material subscription information, including:

• The recurring nature of the subscription
• The subscription price
• Whether billing is monthly or annual
• That the subscription automatically renews until canceled
• How cancellation works
• Links to applicable Terms and billing policies

Florida law contains requirements relating to certain automatic-renewal service contracts, including disclosures and renewal-related obligations.

Mellow will comply with applicable automatic-renewal requirements.

31. Renewal Notices

Where applicable law requires advance notice before an automatic renewal, Mellow will provide the required notice using an appropriate communication method.

A renewal notice may include information such as:

• The upcoming renewal
• Renewal price
• Renewal date
• Method for cancellation

32. Changes to This Policy

Mellow may update this Billing & Refund Policy as:

• Subscription options evolve
• Payment systems change
• New features are introduced
• Applicable legal requirements change

The Last Updated date will be revised when changes are made.

Material changes affecting existing paid subscriptions will be communicated where required by law.

33. Relationship to the Terms of Service

This Billing & Refund Policy forms part of Mellow’s Terms of Service.

If this policy conflicts with the Terms of Service specifically regarding billing, cancellation, subscription payments, or refunds, this policy controls for that subject unless otherwise stated.

34. Contact

For billing questions, cancellation problems, duplicate charges, or refund requests, use Mellow’s Contact page.

When contacting us about a transaction, include:

• Your account email
• Approximate transaction date
• Amount
• Nature of the billing issue

Do not send:

• Your full card number
• Card security code
• Banking passwords
• Other unnecessary financial credentials

By purchasing a Mellow Plus subscription, you acknowledge that you have reviewed the applicable subscription price, billing interval, automatic-renewal terms, cancellation terms, and this Billing & Refund Policy.