Mawalog Cancellation Policy & Subscription Guidelines

Definitions

For the purpose of this policy:

• "Customer" refers to any individual or organization subscribing to or purchasing Mawalog services.
• "Service" refers to any product, subscription, platform, or solution offered by Mawalog.
• "Subscription" refers to recurring service plans billed on a periodic basis.
• "Billing Cycle" refers to the recurring period for which a subscription is billed.
• "Utilization" includes, but is not limited to, system access, login activity, data entry, API usage, configuration, or any form of service consumption.

Interpretation of Timelines

• All timelines mentioned in this policy shall be interpreted as calendar days, unless explicitly stated otherwise.
• "Business days" refer to working days excluding weekends and public holidays observed in India.

Cancellation Eligibility

• Customers may request cancellation of a product, subscription, or service within seven (7) calendar days from the date of purchase or activation, provided that the service has not been utilized.
• Cancellation requests submitted beyond this period will not be eligible unless approved at the sole discretion of Mawalog under exceptional circumstances, including but not limited to system errors or service failures.

Refund Eligibility

Cancellation of a service does not automatically entitle the Customer to a refund. Refund eligibility shall be determined as follows:

• Within 3 calendar days of purchase: Eligible for up to 100% refund, subject to non-utilization
• Between 4 to 7 calendar days: Eligible for a partial refund (up to 50%), at Mawalog's discretion
• Beyond 7 calendar days or upon utilization: No refund shall be applicable

For subscription services, no refunds shall be issued for partially used billing cycles.

Cancellation Request Process

All cancellation requests must be submitted through:

• The official Mawalog customer portal, or
• Registered email to the support team

Each request must include:

• Transaction ID
• Registered account details
• Service or product name
• Reason for cancellation
• Mawalog reserves the right to request additional information or supporting documents for verification

Processing Timeline:

• All valid requests will be reviewed and processed within 5–7 business days, and customers will be notified of the outcome via registered email.

Subscription-Based Services

Customers may initiate cancellation at any time; however:

• Cancellation does not guarantee refund eligibility

Customers may choose:

• Immediate cancellation (instant access revocation), or
• End-of-cycle cancellation (access continues until billing period ends)
• Failure to initiate cancellation prior to the renewal date will result in automatic billing, and such charges shall be non-refundable.
• Upon successful cancellation, no further billing will occur unless the subscription is reactivated.

Suite / Bundled Subscriptions

Bundled or suite subscriptions are provisioned as integrated offerings with interdependent components.

• Cancellation applies only to the entire bundle, not individual modules
• Partial cancellation is not permitted, unless explicitly agreed in writing
• This restriction exists due to system dependencies, licensing structures, and pricing models
• Any approved downgrade or modification will take effect from the next billing cycle only.

Customized and Enterprise Services

Cancellation is not permitted once services have been initiated or resources allocated.

"Initiation" or "resource allocation" includes:

• Assignment of technical or project resources
• Infrastructure provisioning or environment setup
• Requirement analysis or solution design
• Configuration, development, or integration activities
• If cancellation is requested prior to initiation, Mawalog may approve it at its discretion, subject to applicable administrative or consultation charges.

For milestone-based projects:

• Completed milestones are non-cancellable and non-refundable

Non-Cancellable Items

The following are strictly non-cancellable and non-refundable:

• Customized or bespoke solutions
• One-time setup or onboarding fees
• Services already delivered or in progress
• Any utilized subscription period
• Promotional or discounted packages

Third-party services:

• Cancellation and refund are subject to the respective third-party provider's policies
• Once activated or consumed, such services are non-cancellable

Suspension and Termination

Mawalog reserves the right to suspend or terminate services without prior notice in cases of misuse, including but not limited to:

• Unauthorized access or account sharing
• Reselling or sublicensing services without approval
• Fraudulent transactions or invalid payment disputes
• Use of services for illegal or non-compliant activities

In such cases:

• Cancellation requests may be rejected
• No refunds shall be issued

Audit and Compliance

• All cancellation requests, approvals, and rejections shall be logged and recorded against the corresponding transaction for audit and compliance purposes.
• These records may be used for verification by payment gateways, banking institutions, or regulatory authorities as required.

Customer Communication and Escalation

Customers who wish to dispute or escalate a cancellation decision may contact:

• Email: support@mawalog.com
• Escalation requests must be submitted within 7 calendar days of the decision. Mawalog will review and provide a final response within a reasonable timeframe.

Policy Updates

• Mawalog reserves the right to modify or update this Cancellation Policy at any time.
• Changes will become effective upon publication on the official website.

Contact Information

For cancellation requests or support:

• Support Email: support@mawalog.com