1. Scope
1.1. This policy applies to the amounts Merchants pay to Mallatech (Pureclic Agency SARL) on mallatech.tn and mallatech.shop: Subscriptions, Wallet top-ups and domain names. It supplements the Terms of Service and Sale; terms defined there have the same meaning here.
1.2. It does not apply to purchases made by Customers in a Merchant's Store. The Merchant is the seller of its products: returns, exchanges and refunds are governed by the Merchant's own policy and must be requested from the Merchant. Mallatech does not receive those payments and cannot refund them.
2. Nature of the service
Mallatech is an entirely digital service. Access is provided online as soon as the account is created or the payment is confirmed. No physical delivery is associated with any payment, so no physical return or exchange applies.
3. Stopping renewal (cancelling a Subscription)
3.1. You can stop the renewal of your Subscription at any time, free of charge, from the Subscription page of your admin area ("Stop renewal").
3.2. The Subscription remains active until the end of the Period already paid. It is then not renewed and nothing more is charged, neither from the Wallet nor to the card. For a Subscription paid by card through the Reseller, Mallatech passes the stop on to the Reseller.
3.3. You can resume renewal ("Resume renewal") before the end of the Period. Resuming does not give any free Period.
3.4. At the end of the paid Period, the Subscription is not renewed: access to the admin area is limited to renewing the Subscription, and the Store stays online for 30 days after expiry, then it is taken offline. A new payment reopens the admin area and puts the Store back online.
3.5. A bank-transfer top-up request that has not yet been confirmed can be cancelled by simply asking support.
4. General rule: a Period that has started is not refundable
4.1. Subject to section 4.3, a Subscription Period that has started is not refundable, in full or pro rata, including when renewal is stopped, when the Services are not used, when the Plan is changed or when the account is closed.
4.2. The introductory offer (free up to a revenue threshold, or free trial, depending on the website) lets you evaluate the Platform before paying anything.
4.3. First-payment guarantee. A Merchant's first paid Period is refunded in full if the request is made within 14 days of that payment. This guarantee applies once per Merchant, whatever the number of its Stores; the refund ends the Plan on the date of the refund.
4.4. Any rights that applicable law grants you on a mandatory basis are not affected.
5. When we refund
5.1. After checking, we refund:
- a duplicate payment for the same Period or the same top-up;
- a billing error (amount or Plan different from the one chosen);
- a payment charged but not credited to the Wallet, or a Subscription paid but not activated;
- a renewal charged although you had stopped renewal before the end of the Period.
5.2. The amount concerned is refunded within 14 days at most after checking, to the original payment method where possible; an amount paid from the Wallet is credited back to the Wallet. If a refund to the original method is impossible, or if you ask for it, the amount is credited to your Wallet. The amount refunded is the amount actually charged, in the currency of the charge.
5.3. For a card payment through the Reseller, the refund is made by the Reseller (section 7).
6. Wallet
6.1. The Wallet balance remains available in your account with no time limit. It is used only to pay for Mallatech's services (Subscription Periods and domain names).
6.2. While the account is open, the balance cannot be withdrawn or refunded, except in the cases of section 5. However, an obviously mistaken top-up (wrong amount or wrong account) is refunded if it is reported within 14 days and before any of that balance is used.
6.3. When the account is closed, the unused balance from paid top-ups is refunded on request to support, within 30 days of the request: to the original payment method where possible, otherwise by transfer to a bank account in the Merchant's name. Any transfer fees are deducted, and the refund remains subject to applicable foreign-exchange regulations. Credits granted by Mallatech (bonuses, referrals, goodwill gestures) are not refundable.
7. Card payments through the Reseller (Merchant of Record)
7.1. The order process for Subscriptions paid by card is conducted by our online reseller, Paddle.com or Dodo Payments, as shown on the payment page. The Reseller is the Merchant of Record for these orders. It handles customer service inquiries about that payment and handles returns and refunds of that payment.
7.2. A card payment is refunded by the Reseller, to the card used. You can send your request directly to the Reseller (Paddle: paddle.net; Dodo Payments: the contact details on the payment receipt it sent you) or to Mallatech, which will forward it to the Reseller.
7.3. The Reseller's buyer terms and refund policy also apply to that payment. They may give you additional rights, in particular the right of withdrawal provided by some laws.
7.4. A refund of the current Period ends the corresponding Plan on the date of the refund.
8. Domain names
8.1. Where buying a domain name is offered, its price and registration period are shown before purchase. The domain name is registered with your account's contact details, and renewing it when it expires requires a new payment. A domain name is not refundable once it has been registered with the registry.
8.2. If registration fails, the amount debited is credited back to your Wallet.
9. Changing Plan
A Plan change starts a new full Period, at the new Plan's price, on the day of the change. The unused part of the previous Period is neither refunded nor credited.
10. Chargebacks
10.1. Before disputing a payment with your bank, please contact us: most payment problems are solved faster directly.
10.2. Disputing a payment for a Period that has been used may lead to suspension of the account until the situation is settled. Fees charged to Mallatech for a dispute found to be unfounded may be passed on to you.
10.3. For a payment made through the Reseller, the dispute is handled by the Reseller under its own terms. Card network rules apply in every case.
11. How to request a refund
11.1. Write to [email protected] or call +216 93 793 245, stating:
- your account email and the name of your Store;
- the date, amount and payment method;
- the payment or invoice reference;
- the reason for the request.
11.2. We acknowledge your request within 3 business days. After checking, the refund or credit is made within 14 days at most.
11.3. For a card payment through the Reseller, you can also contact the Reseller directly (section 7.2).
12. Contact
Pureclic Agency SARL (Mallatech)
RNE / Tax ID: 1961262A
63 Av Habib Bourguiba, Le Bardo 2000, Tunis, Tunisia
Email: [email protected] · Phone: +216 93 793 245