Subscription Refund and Cancellation Policy

1.1. This policy applies to subscription plans, and to additional users added to a plan, that a company buys from Mobylx Tech Mobile Trading Limited (“MobylX”) in the MobylX admin portal.

1.2. In this policy, the “Customer” is the company that holds the plan, and the “Customer’s administrator” is a company administrator account that buys and manages the plan in the admin portal.

1.3. This policy forms part of the MobylX Subscription Terms published at https://mobylx.com/terms. Words defined there have the same meaning here.

1.4. This policy does not cover products bought or sold on the MobylX marketplace, which the MobylX Return and Refund Policy covers.

3.1. A plan is billed monthly or yearly, as chosen at purchase, plus 5% UAE VAT: in UAE dirhams for a Customer registered in the United Arab Emirates and in US dollars for any other Customer. A subscription keeps the currency of the purchase that started it for as long as it runs (section 4.1 of the Subscription Terms).

3.2. A plan renews automatically at the end of each billing period and the renewal is charged to the card held for the plan. A monthly plan renews on the same day of each month as the day of purchase; where a month has no such day, it renews on the last day of that month. A yearly plan renews on the anniversary of the purchase.

3.3. Seven days before each renewal, MobylX emails the Customer’s administrator, with the Customer’s company email in copy, a reminder stating the renewal date and the amount to be charged, including VAT and additional users.

3.4. The Customer’s administrator can replace the card used for renewals through the billing page of MobylX’s payment provider, opened from the admin portal.

4.1. The Customer’s administrator can turn off automatic renewal at any time, without giving a reason and without charge, on the Subscription page of the admin portal, with “Turn off auto-renewal”, except while a renewal payment is overdue (section 7) or a chargeback is open (section 8). MobylX confirms by email that automatic renewal is off. Turning it off also cancels a plan change scheduled for the renewal.

4.2. After automatic renewal is turned off:

• the plan stays active, with full access, until the end of the billing period already paid for;
• no further renewal is charged;
• the plan then ends, and the Customer has 3 days to buy a plan again before its access is paused (section 10 of the Subscription Terms describes paused access);
• no refund is given for the rest of the period already paid for.

4.3. The Customer’s administrator can turn automatic renewal back on at any time before the end of the paid period, except while a chargeback is open. Renewal cannot be turned back on after the period has ended or after a renewal payment has failed and the plan has ended; the Customer then buys a new plan.

4.4. The billing page of MobylX’s payment provider is used to update the card, change the billing email and view past payments. It does not offer cancellation; cancellation is done in the admin portal as described above.

4.5. If the Customer’s administrator cannot reach the Subscription page, the Customer writes to contact@mobylx.com from its registered company email address, and MobylX turns off automatic renewal for the Customer.

4.6. While a chargeback is open on the Customer’s subscription (section 8), renewal is already stopped and turning it off or on is not available until the chargeback closes.

5.1. Moving to a higher plan. A move to a higher tier on the same side of the marketplace (from Basic to Silver or Gold, or from Silver to Gold), or a move to Purple from any plan, takes effect at once. The Customer is charged at once for the rest of the current billing period: the new plan’s price for the remaining time, less the unused time on the current plan. The renewal date does not change. Such a move cannot be started within 72 hours before a renewal, and keeps the same billing interval.

5.2. Moving to a lower plan or to the other side. A move to a lower tier, from Purple to a buyer or seller plan, or between buyer and seller plans takes effect at the next renewal, which is then charged at the new plan’s price. There is no refund or credit for the current period. Automatic renewal must be on to schedule such a change, only one change can be scheduled at a time, and the change can be cancelled in the admin portal until the renewal. Turning off automatic renewal cancels the scheduled change.

5.3. Changing between monthly and yearly billing. A plan’s billing interval cannot be changed while the plan runs. To move to the other interval, the Customer’s administrator either turns off automatic renewal and buys a plan with the other billing interval once the current plan has ended, for example during the 3 days that follow, or asks MobylX to end the current plan early (section 9) and then buys the plan with the other billing interval at once. No refund or credit is given for the remaining part of the current billing period when the plan is ended early.

5.4. Additional users. An additional user is charged at once for the rest of the current billing period, and then at every renewal: US$25 per user per month on a monthly plan, or US$300 per user per year on a yearly plan (AED 92 and AED 1,102 for a subscription in UAE dirhams). Reducing the number of paid additional users is not available, and removing a member from the team does not reduce the number of paid additional users or the amount charged. No refund is given for paid additional users who are not used.

6.1. No refund for part of a period. MobylX gives no refund other than under section 6.2. In particular, MobylX does not refund:

• the unused part of a billing period, including after automatic renewal is turned off;
• a move to a lower plan, to the other side of the marketplace or to a different billing interval;
• additional users who are not used or are later removed;
• a plan ended early under section 9;
• a period during which the Customer’s access was paused because a payment failed or a plan ended, or held under section 8 or under the Subscription Terms.

6.2. Billing errors. MobylX refunds a subscription payment charged in error, in these cases only:

• (a) Duplicate charge: the Customer was charged more than once for the same plan, the same additional users or the same billing period.
• (b) Renewal charged after renewal was turned off: a renewal was charged after automatic renewal had been turned off for it, or a renewal payment was taken after the plan had already ended.
• (c) Plan not activated: a payment was taken for a plan or additional users that MobylX did not activate.

The refund is the amount charged in error, including its VAT.

MobylX may also refund a payment that it or its payment provider identifies as fraudulent or unauthorised.

6.3. How to ask for a refund. The Customer’s administrator writes to contact@mobylx.com with the Customer’s company name, the tax invoice number of the payment and the reason. Refunds are issued only by MobylX operators, and each refund is recorded with its reason.

6.4. How a refund is paid. A refund is paid only to the card that made the payment, through MobylX’s payment provider; it cannot be paid to another card, to a bank account or to a MobylX wallet. Card issuers usually show a refund on the card statement within 5 to 10 business days. MobylX emails the Customer’s administrator, with the company email in copy, when the refund has been issued.

6.5. Tax credit note. For each refund, MobylX issues a tax credit note against the tax invoice of the refunded payment, in the currency of that tax invoice: in UAE dirhams for a payment in UAE dirhams, and in US dollars with the amounts also in UAE dirhams, at the exchange rate of the tax invoice, for a payment in US dollars. It states the value of the supply on the tax invoice, the corrected value, the difference credited and its VAT, and the reason for the credit. The credit note can be downloaded from the Subscription page of the admin portal.

6.6. The plan after a refund. Refunding a duplicate charge does not change the plan. When MobylX refunds a renewal charged after automatic renewal was turned off, it ends the plan, and the Customer keeps full access for 3 days after the plan ends. Refunding a renewal payment taken after the plan had ended does not restore the plan. Refunding a payment for a plan or additional users that MobylX did not activate does not activate them.

6.7. Refunds and disputes. A refund cannot be made on a payment while a chargeback is open on that payment; the dispute process decides the outcome instead.

6.8. Nothing in this policy or the Subscription Terms excludes or limits a right that the Customer has under a law of the United Arab Emirates and that cannot be excluded or limited by agreement.

7.1. If a renewal payment fails, the Customer keeps full access for 3 days from the first failed attempt (the grace period). MobylX’s payment provider tries the card again once a day, up to three times. MobylX emails the Customer’s administrator when the payment first fails, with the dates of the further attempts, the time by which the renewal must be paid and a link to pay it at once with any card; again before the last attempt; and again if the renewal ends unpaid.

7.2. A renewal is charged only once. The further attempts and any payment made from the link all apply to the same renewal invoice. While that invoice is unpaid, the Customer cannot buy another plan, move to a higher plan or add users; the admin portal directs the Customer’s administrator to pay the open renewal instead.

7.3. If the renewal is not paid by the end of the grace period, the subscription is cancelled: the plan ends, the unpaid renewal invoice is cancelled and nothing more is charged. The Customer’s access is then paused: its listings are switched off and its open bids are cancelled, with the amounts held for those bids returned. MobylX emails the Customer’s administrator what was switched off and cancelled. The Customer can restore access at any time by buying a plan.

8.1. Before asking its card issuer to reverse a subscription payment, the Customer is asked to contact MobylX at contact@mobylx.com, so that a billing error covered by section 6.2 can be refunded directly.

8.2. While a dispute is open on a subscription payment, including an inquiry from the card issuer before any chargeback:

• the Customer keeps its access;
• the Customer cannot buy another plan, move to a higher plan or add users.

While a chargeback is open, in addition:

• the subscription stops renewing at the end of the current paid period, and turning renewal on or off is not available;
• a plan change scheduled for the renewal stays as it is and cannot be cancelled until the chargeback closes;
• if a renewal payment is unpaid when the chargeback opens, the unpaid renewal invoice is cancelled, nothing more is charged, and the plan ends when the grace period ends (section 7).

8.3. If the dispute is decided in MobylX’s favour, or an inquiry closes without a chargeback, nothing changes for the Customer: the plan continues, and a renewal stopped by the chargeback resumes if the paid period has not yet ended.

8.4. If a chargeback is decided against MobylX, including when MobylX accepts it:

• the plan of the subscription for which the disputed payment was made ends at once, with no grace period, and nothing more is charged for it; if that plan had already ended, any grace period still running ends then;
• MobylX places a hold on the Customer’s access: its listings are switched off and its open bids are cancelled, with the amounts held for those bids returned; while the hold stands, the Customer cannot buy a plan;
• MobylX emails the Customer’s administrator when the hold is placed and when it is released;
• when MobylX releases the hold, the Customer’s access stays paused, with its listings off, until it buys a plan, unless another plan of the Customer is still in force;
• a later decision in MobylX’s favour releases the hold but does not restore the plan.

8.5. In answering a dispute, MobylX may give the card issuer the record of the Customer’s acceptance of the Subscription Terms and this policy, the tax invoices, this policy and the history of the plan.

9.1. At the Customer’s request, for example so that the Customer can buy a plan for the other side of the marketplace, or with the other billing interval, at once, MobylX can end the Customer’s current plan immediately. No refund is given for the remaining part of the paid period. The Customer keeps full access for 3 days after the plan ends, during which it can buy another plan, and MobylX emails the Customer’s administrator that the plan has ended. A plan cannot be ended this way while a renewal is overdue, while a chargeback is open, or within 2 hours before a renewal.

9.2. MobylX may also end a plan in the same way, with no refund, while an access hold under the Subscription Terms stands; the Customer’s access then stays paused while the hold stands.

10.1. MobylX offers no free trial of the subscription plans when this version is published. When a free trial is offered, it requires no payment and no card, ends automatically at the end of the trial period and never turns into a paid plan, so no charge arises from it and no refund applies. After a trial ends, the Customer has 3 days to buy a plan before its access is paused.

11.1. MobylX publishes each version of this policy at https://mobylx.com/refund-and-cancellation-policy with its version label and the date it was last updated. A new version applies to purchases and plan changes made after it is published. It applies to an existing plan from the first renewal at least 30 days after MobylX has emailed the Customer’s administrator about the change; the Customer can turn off automatic renewal before then.

Mobylx Tech Mobile Trading Limited, Ground Floor, Building No. 280, Taweelah, Abu Dhabi, United Arab Emirates. Email: contact@mobylx.com.