Returns and Cancellation Policy moolt

1. Paid features and subscriptions

moolt may offer paid features, including Pro features, extended limits, additional page customization, analytics, design, support or other features specified in the service interface.

The moolt PRO subscription is connected for one public page, and not for the entire account. The specific plan features, cost, payment period, currency, restrictions and renewal conditions are displayed in the moolt interface or in other materials published by the Administration.

Paid features may be provided:

• on a periodic basis, if a plan with auto-renewal is selected;
• for a limited paid period without automatic renewal;
• within the framework of a promotion, promotional code or individual conditions, if such conditions are explicitly offered to the user.

Moolt PRO payments are processed through YuKassa. The rules of YuKassa, the payment system and the user's bank may apply to payment, transaction confirmation, bank commissions, currency conversion, saving the payment method and technical processing of the payment. moolt does not store the full bank card number, CVV code or one-time bank codes.

2. Auto-renewal

If the selected plan has auto-renewal, the subscription will automatically renew for the next billing period until the user cancels auto-renewal or the subscription is otherwise terminated.

Canceling auto-renewal means that the next period should not be charged again. However, the already paid current period usually does not terminate immediately: the user retains access to the paid functions until the end of the current paid period, unless otherwise specified in the interface or required by law.

If the user agrees to save the payment method at checkout, moolt stores the payment instrument ID received from YuKassa in its system and displays a secure description of the payment method, such as the last digits of the card. This data is used only for auto-renewal of the selected subscription.

The user can unlink the card in the user's personal account: page settings, subscription section, subscription management, payment method, “Unlink card” action. When unlinked, moolt removes the stored payment method ID and card display data from its system, disables auto-renewal, and stops sending repeat charges to that payment method. There is no need to report unlinking to YuKassa.

If, due to a technical error, after canceling the auto-renewal, a repeated debit occurs, the user can contact support to check and return the erroneously debited amount.

3. How to cancel your subscription

If subscription management is available in the moolt interface, the user can cancel auto-renewal through the page settings, subscription section and subscription management.

If the user wants to delete a saved payment method, they must use the "Unlink card" action in the same section. After unlinking, the card disappears from your personal account, and auto-renewal is disabled.

If such a section is temporarily unavailable or the user cannot cancel auto-renewal independently, the user should contact moolt support and indicate:

• email account;
• name or page ID, if this helps to find the account;
• description of the request: cancel auto-renewal, check write-off or return;
• date and amount of debit, if the issue is related to payment;
• payment document, check, bank statement or other transaction identifier, if available.

We may request additional information to confirm a user's right to manage an account or verify a payment.

4. Access after cancellation

After canceling auto-renewal, the user usually retains access to paid features until the end of the already paid period.

After the end of the paid period, paid features may be disabled, limited, or converted to a free plan, if such a plan is available. In this case, the created pages, settings, files or other materials may become unavailable, depending on paid functions, limits or Pro features.

Canceling auto-renewal does not delete your account or automatically delete your user content. Deletion of account and data is subject to separate policies, including the Privacy Policy and data deletion instructions, if posted.

5. When is a return possible?

We consider return requests individually and strive to resolve disputes in good faith.

A refund may be possible in particular if:

• an erroneous write-off occurred after auto-renewal was cancelled;
• the same subscription or feature was paid for again due to a technical failure or duplicate transaction;
• the user paid for the plan, but paid functions were not provided due to a confirmed technical failure on the moolt side;
• an amount was written off that clearly differs from the conditions shown to the user at the time of purchase;
• the payment was made without the consent of the account owner or payment instrument, and the request is supported by available evidence;
• Returns are required by applicable law.

Upon return, access to the applicable paid features may be terminated, limited, or recalculated based on the period actually paid for and used.

6. When refunds are not usually issued

Unless otherwise required by law, refunds are generally not issued in the following cases:

• the user changed their mind about using a paid function after access was granted;
• the user forgot to cancel the auto-renewal before the next write-off;
• the user did not use paid functions, although they were available;
• the user has partially used the paid period and asks to return the full amount without a technical error or other reason;
• Paid features have been limited, suspended or terminated due to a violation of the Terms of Use, Acceptable Use Guidelines, law or third party rights;
• the problem arose due to external sites, services, payment pages, links, stores, instant messengers, banks, devices, browsers or other resources that are not controlled by moolt;
• the user purchased a service, product, consultation, subscription or other product from a third party through a link posted on the moolt page, and not from moolt itself.

moolt is not a party to transactions between users, page owners, page visitors and external services. Refunds for such external transactions are subject to the terms and conditions of the applicable merchant, fulfillment provider, platform or payment service.

7. Technical glitches and unavailability

Short-term technical work, updates, communication failures, unavailability of certain functions, data processing delays or external infrastructure problems are not always grounds for a return.

If a paid feature has been unavailable in a significant or repeated manner due to a confirmed failure on the moolt side, we can offer one of the following solutions:

• restoration of access;
• extension of the paid period;
• partial or full refund;
• another reasonable method of compensation taking into account the circumstances.

The solution you choose depends on the nature of the outage, duration of unavailability, affected features, actual rate usage, and applicable legal requirements.

8. Disputed payments

If a user believes the charge is in error, they must first contact moolt support so we can verify the account, subscription status, and payment details.

If a user disputes a payment through a bank or payment service, access to paid features may be temporarily limited while the payment is being reviewed, especially if the payment is cancelled, blocked, or found to be in dispute.

We do not establish specific deadlines or procedures for bank disputes of payments in this Policy. Such terms and procedures depend on the bank, payment system, payment provider, user's country and applicable law.

9. How requests are processed

Requests for cancellation, charge-off verification or refund are considered based on the merits of the request and the available data.

When considering we may take into account:

• fare conditions shown at the time of purchase;
• start and end date of the paid period;
• the fact of enabling or disabling auto-renewal;
• history of access to paid functions;
• presence of a technical failure, duplicate payment or erroneous debit;
• information of the payment provider, bank or other payment participant, if available;
• requirements of applicable legislation.

We may refuse a refund if the request is not supported by available data, relates to a non-refundable case, or relates to third party services and payments that are not payments to moolt.

10. Method of handling

To cancel auto-renewal, check the charge, or request a refund, use the available support channel in the moolt interface or send a request to support@moolt.site.

It is advisable to indicate in your application:

• moolt account email;
• link to page or project identifier, if applicable;
• what needs to be done: cancel auto-renewal, check the write-off or request a refund;
• date, amount and currency of payment;
• description of the reason for the appeal;
• supporting documents or screenshots, if they help verify the situation.

Do not send full bank card details, CVV code, one-time bank codes, passwords, seed phrases or other sensitive data. To verify a payment, a receipt, bank transaction line, last digits of the card, payment ID, or other secure information, if available, is usually sufficient.

11. Policy Changes

We may update this Policy if we change our product, pricing, payment implementation, legal requirements, or customer support practices.

The current version is published on moolt.site or in the service documents. The new version applies from the date of publication unless otherwise stated. Changes do not apply retroactively to a period already paid for, unless otherwise required by law or more beneficial to the user.