Refund Policy

Refund Policy

1. In the event that a refund is to be issued, the following circumstances may be considered:
2. In the case of a reported incident of inappropriate conduct by a correspondent member in accordance with the Terms and Conditions.
3. In such instances, a partial refund may be issued at the discretion of the company, provided that the member who has reported the incident provides incontrovertible evidence of the same.
4. In the event that your correspondent member is no longer interested in the services and (or) requests the deletion of their profile, our customer support administrators shall review the correspondence between you and the deactivated correspondent member and shall have the right to make a decision, in their sole discretion, with respect to the issuance of a refund to you.
5. Nevertheless, we typically only issue a maximum of 10 credits to the member in the event of a member’s last letter to a deactivated correspondent member.
6. It should be noted that in the event that a correspondent member has found a match and that match is not the Member in question, the Member shall not be entitled to any refund with respect to this correspondence with the correspondent member.For a completely or partially poor quality service:
   1. Activity interrupted as a result of poor connection due to a website malfunction.
   2. Receipt by you of a duplicate letter from a correspondent member and/or poor-quality of translation of a letter.
   3. Delivery contents did not resemble the goods ordered.

In the event that the claim is validated, credits may be refunded in accordance with the relevant regulations.

It should be noted that refunds are only issued in instances where the violation was perpetrated by members with a confirmed account status.

Monetary Refund

In the following circumstances, a monetary refund may be requested:

1.In the event that it is established that your card was utilized in a fraudulent manner on our website, your funds will be refunded. Should you suspect that your credit card has been used fraudulently, please contact us without delay so that we may investigate the matter.

2. In the event of erroneous purchases made by the customer, provided that these are not systematic requests (one-time only), the following refund policy will apply:

a. If the purchased credits are not spent, then the customer is entitled to a full refund.

b. If the purchased credits are spent partially, then the customer is entitled to a partial refund.

3. In the event that your membership is terminated for any reason, whether or not an explanation is provided.

In such a case, a pro rata refund of any paid but unused fees shall be provided to the member.

In the event that your membership was terminated due to a violation of our Terms and Conditions and/or Privacy Policy, or at your request, you will not be entitled to a refund of any unused fees.

Please be aware that any unused credits (with the exception of membership credits) will expire 365 days after their purchase date. Unused membership credits expire at the end of the initial one-month membership period and are not transferable to subsequent subscription periods.

The refund will not exceed the amount paid for the relevant service or product.

Membership cancellation

A member may terminate their membership at any time, for any reason, upon receipt of a written notice of termination by the mellow.dating customer support staff. Membership will be terminated with effect from the next subscription month following the date of the cancellation request. However, any fees incurred for the previous membership period, which were used within the current subscription month, will not be refunded, regardless of the provisions set out in this Refund Policy.

How to Request Refund or Membership cancellation

Should you require the enforcement of a credit, monetary refund or cancellation of your membership, please refer to the contact form available on the website or contact our support team directly via email support@mellow.dating. Once the request has been approved, the refund will be made to the account designated by the customer, as previously stated. A preliminary response to your request will be provided within five business days.

Last updated 14th May 2024