1. Introduction
At Moonello Ltd, customer satisfaction and trust are our top priorities. This refund policy applies exclusively to our digital products and services, which are provided online.
For any queries regarding this policy, please contact us.
2. UK Consumer Protection Laws – 14-Day Cooling-Off Period
As per UK Consumer Protection Laws, customers have the right to cancel their purchase within 14 days if:
✔ The digital product/service has not been accessed, modified, or used.
✔ The customer has not availed any support or service activation.
🚫 Once the service has been activated or a modification has been made, a refund will no longer be possible.
3. Eligibility for Refund
A) Non-Delivery of the Product
If a technical or email issue prevents product delivery, customers must contact our Billing Department within 14 days. After this period, the product will be considered delivered, and a refund request will not be accepted.
B) Download or Installation Issues
If a customer experiences any download or installation issues, they must report them to our Technical Support Team within 14 days for assistance.
C) Major Defects or Bugs
Our products undergo rigorous testing before release. However, if a significant technical issue occurs:
✔ Our Technical Team will resolve it within 72 hours.
✔ If the issue remains unresolved, the customer will be offered a full refund or product replacement.
✔ To troubleshoot, temporary server access may be required. If the customer refuses, the refund request will not be processed.
D) Product Not-As-Described
✔ If a customer believes the product differs from its description, they must contact our Technical Support Team within 14 days with clear evidence.
🚫 Refunds will not be issued for personal preferences or unrealistic expectations.
4. Refund Policy for 1-Year Plan
💡 Our 1-Year plan is a one-time payment that offers long-term service access.
✅ 1-Year Plan: Customers receive unlimited support and service for one year.
🚫 Refund Policy for This Plan:
1️⃣ If a customer purchases the 1-Year Plan, they can request a refund within 30 days, provided no modifications or support services have been availed.
2️⃣ If any support service has been used within 30 days, a refund will still be issued.
3️⃣ After 30 days, regardless of usage, no refund will be granted.
5. How to Request a Refund
To submit a refund request, follow these steps:
1️⃣ Email 📧 info@moonello.co.uk with order details and reason for the refund.
2️⃣ Our team will review the request within 3–5 business days.
3️⃣ If approved, the refund will be processed within 5–10 business days via the original payment method.
🚫 All refunds will be issued to the original credit/debit card only.
6. Cases Where Refunds Are Not Granted
❌ The product has been downloaded or used.
❌ The refund request is made after 14 days.
❌ The refund request is based on personal preference rather than a valid issue.
❌ The customer has modified or altered the product.
❌ A 1-Year Plan was purchased and 30 days have passed.
7. Children’s Policy
✔ Customers must be 18 years or older to purchase and use our digital products/services.
✔ We do not collect personal data from children under 13 years old.
✔ Parents/guardians who believe their child has provided personal information should contact us immediately to have the data removed and the order canceled.
8. Contact Us
For refund requests or further assistance, reach out to us:
📧 Email: info@moonello.co.uk