Refund
Policy

This Refund Policy contains the refund conditions for digital software subscriptions and IoT hardware product purchases on the Meliovate platform operated by AGENCITY VIDEO MARKETING S.R.L. (hereinafter: "Provider").

The Provider strives for a transparent and fair refund process and evaluates each request individually, in good faith.

Refund requests must be sent to hello@meliovate.io, indicating the account email address and purchase details. The Provider will respond within 5 working days.

The Free plan is available for free without card binding. No refund claim can arise as no fee is charged.

The Free account can be deleted at any time without restriction.

The Pro plan is a monthly subscription with recurring billing for a digital service. Under EU consumer rights directive (2011/83/EU), the right of withdrawal for digital content and services expires upon commencement of the service, provided the User has expressly consented.

During registration and subscription activation the User acknowledges that the platform starts with immediate access, thereby waiving the right of withdrawal before the 14-day statutory deadline expires.

✅ When is a refund due?

• If the platform was unavailable for more than 72 hours during the subscription period due to proven technical failure — the User is entitled to a pro-rata credit
• In case of double charge, the second amount is fully refunded
• The first monthly subscription fee is refundable if the User signals within 48 hours that the platform does not meet the description and has not used the exclusive subscription features
• In case of banking or payment error confirmed by Stripe

❌ When is a refund not due?

• Cancellation before the end of the subscription period — access remains until the end of the period but the pro-rata fee is not refunded
• If the User is suspended for violating the Terms
• If the User has already actively used Pro features during the given period (stimulation strategies, IoT integration, Academy Premium)
• For renewed subscription not cancelled due to forgetfulness (except if signalled on the renewal day and not logged in during that period)

Meliovate IoT hardware devices (MSM-1, MSC-1, MIS-1, MHS-1, MHB-1, MWM-1, MSL-1, MCS-1) are physical products subject to the 14-day right of withdrawal under EU consumer law.

✅ Return conditions

• The intention to return must be communicated in writing within 14 days to hello@meliovate.io
• The product must be returned unopened, undamaged, in original packaging with all accessories
• The product must arrive within 14 days of signalling the return intention
• Return postage is borne by the User

❌ Cannot be returned

• A device already activated, paired and connected to the Meliovate platform
• Product returned damaged, incomplete or without original packaging
• Customised or made-to-order hardware
• Failure due to normal wear and tear

The warranty conditions and service procedure are described in the documentation enclosed with each product and on the website.

Steps for submitting a refund request:

• Step 1 — Send an email to hello@meliovate.io with the account email address, purchase date and Stripe transaction ID
• Step 2 — The Provider evaluates the request within 5 working days and responds
• Step 3 — In case of an approved request, the refund is credited to the original payment method (bank card)
• Step 4 — The credit may take 5–10 working days to appear depending on the card issuing bank

Refunds are only possible to the original payment method (bank card) used for the purchase. Cash or other forms of payment are not possible.

If you are not satisfied with the Provider's decision regarding your refund request, please write to hello@meliovate.io with the subject "COMPLAINT". A senior staff member of the Provider will review the case within 10 working days and make a final decision.

In case of a consumer dispute, you may use the EU Online Dispute Resolution Platform: https://ec.europa.eu/consumers/odr, or contact the competent Romanian consumer protection authority (ANPC — www.anpc.ro).

This Refund Policy is effective from 24 May 2026. Version: v1.0.