Refund & Cancellation

Chapter 1 — Scope, Definitions and Legal Nature

1.1 Scope of Application

This policy applies to all subscriptions — paid and free — offered through the Platform, whether to private users or business users, unless special terms have been set out in a separate written agreement.

This policy forms an integral part of the Terms of Use and shall prevail over any marketing or promotional content in the event of a conflict.

1.2 Definitions

Subscription Fees — the amounts paid for the subscription or for use of the Services in accordance with the selected plan, plus value added tax as required by law.

Billing Cycle — the period for which Subscription Fees are paid — monthly, annual, or as stated in the plan.

Cancellation — an action taken by the User to stop future renewal of the subscription, through the mechanism available on the Platform or by contacting support.

Refund — the return of amounts paid by the User, in whole or in part, subject to the terms of this policy.

Commencement of Use — the date on which the subscription was activated or access to the Services or any part of them was granted, whichever is earlier.

1.3 Legal Nature of the Subscription Fees

Subscription Fees are charged in consideration for granting access rights to the Services — and not in consideration for achieving a result or for any actual volume of use.

Non-use of the Services, in whole or in part, does not in itself confer a right to a refund.

1.4 Distinction Between a Business Customer and a Customer Who Is a Consumer

Where the Service is purchased for business use, the engagement shall be governed by the terms of the agreement and by general law, and consumer rights shall apply only if the law provides that the User meets the definition of a "consumer" with respect to the particular transaction.

If the User meets the definition of a "consumer" under the Consumer Protection Law, 5741-1981, the User shall enjoy the full mandatory rights under that law and its regulations, including with respect to disclosure, distance selling transactions, continuing transactions, methods of cancellation, the date on which billing ceases, and monetary refunds. In the event of a conflict — the mandatory provisions of the law shall prevail.

1.5 Legal Basis

• Contracts Law (General Part), 5733-1973;
• Standard Contracts Law, 5743-1982;
• Consumer Protection Law, 5741-1981 — with respect to a customer who meets the definition of a consumer;
• Accepted practice in SaaS subscription models.

The provisions of this policy shall apply subject to any mandatory law in Israel. Nothing in this policy shall derogate from any right of cancellation, restitution, compensation, remedy or jurisdiction that may not be contracted out of under the law.

Chapter 2 — Cancellation and Its Consequences

2.1 The User's Right to Cancel

The User may submit a notice of cancellation through the control panel on the Platform or through the support channels made available by the Company. A consumer shall also have available every method of cancellation that the Company is required by law to provide.

For a business user, a notice of cancellation of a renewing subscription shall stop the renewal at the end of the Billing Cycle already paid for, unless otherwise provided in the plan or the agreement. For a consumer, the date of termination of the transaction and the cessation of billing shall be in accordance with the dates prescribed by law.

The Company shall send the User written confirmation of receipt of the cancellation notice and of the date on which it takes effect.

2.2 Effect of Cancellation on the Service

Cancellation shall result in:

• cessation of future renewal of the subscription;
• continued access to the Services until the end of the Billing Cycle already paid for.

Cancellation does not result in:

• a refund of Subscription Fees for the remainder of the current Billing Cycle;
• an extension of the subscription period;
• transfer of any balance to another subscription.

2.3 Cancellation of a Monthly Subscription

A monthly subscription may be cancelled at any time. The cancellation shall take effect as stated in section 2.1, and the User may continue to use the Service until the end of the Billing Cycle already paid for.

No refund shall be made for the proportional part of the Billing Cycle in which the cancellation was made.

2.4 Cancellation of an Annual Subscription

An annual subscription is purchased by payment in advance and at a reduced price compared with a monthly subscription. The discount is granted in consideration for a commitment to the full period.

For a business user, an annual subscription paid in advance may not be cancelled during the period for the purpose of obtaining a refund, unless otherwise provided in the agreement, if the Company committed a fundamental breach that was not cured within a reasonable time, or if a right of cancellation exists under the law. With respect to a consumer, the mandatory cancellation and refund provisions of the law shall apply in any event.

2.5 Cancellation Due to Non-Use or Dissatisfaction

The following circumstances do not in themselves constitute grounds for a refund:

• non-use of the Service;
• a change in the User's needs;
• failure to achieve an expected business result;
• errors arising from the User's input or configuration.

2.6 Cancellation by the Company

The Company may cancel the subscription or terminate access to the Service in accordance with the Terms of Use.

Where the subscription is cancelled at the Company's initiative and not on account of a breach by the User, the User shall be entitled to a proportional refund for the period paid for and not used.

2.7 Trial Period and Commencement of Billing

Where a trial period is offered, it begins on the date the account is activated or the Service is actually used, whichever is earlier.

Upon registration, a verification of the payment method is performed in the amount of ₪1. This action does not constitute a charge and is released automatically.

Cancellation of the subscription before the end of the trial period shall not give rise to any charge.

If the subscription is not cancelled before the end of the trial period, billing shall commence automatically in accordance with the selected plan. Advance notice shall be sent to the User before the billing start date.

Chapter 3 — Refund Cases

3.1 General Principle

A refund shall be granted in the cases set out below. The burden of proving entitlement rests with the User, and the Company shall examine each request on its merits.

3.2 Cases in Which a Refund Will Be Considered

The Company shall consider granting a refund where all of the following are cumulatively met:

• a material and recurring defect in the Service directly attributable to the Company;
• written and documented notice from the User regarding the defect;
• failure to cure the defect within a reasonable time from the date of notice;
• practical inability to derive benefit from the Service on account of that defect;
• submission of the refund request within 90 days of the date of the relevant invoice.

3.3 Scope of the Refund

Where a refund is approved:

• it shall be proportional to the affected period only;
• it shall not exceed the Subscription Fees paid for that period;
• it shall not include bank fees or transfer fees, indirect damages or loss of profits;
• it shall be made through the original payment method, to the extent possible.

3.4 Cases Not Entitling a Refund

• non-use of the Service or dissatisfaction;
• a change in needs or expectations;
• input or configuration errors on the User's part;
• failure of a third-party provider or a force majeure event;
• cancellation of the account on account of the User's breach of the Terms of Use.

3.5 Request and Decision Mechanism

A request shall be submitted in writing through the official support channels, accompanied by supporting documents.

The Company shall respond within 14 business days and shall give written reasons for its decision.

Nothing in the above shall derogate from the User's right to apply to a competent tribunal.

Chapter 4 — Billing Disputes

4.1 Prior Approach

Where a billing dispute arises, the User is requested first to approach the Company in writing, to set out the reason for the dispute and to allow the Company a reasonable time to examine it. A prior approach allows a swift resolution in most cases.

4.2 Approach to the Payment Method Issuer

Nothing in section 4.1 shall derogate from the User's right to approach the issuer of the payment method, the credit card company or any other competent body.

4.3 Resolution of Disputes

Billing disputes shall be resolved in accordance with this policy, the Terms of Use and the Company's records. The Company's records shall be deemed prima facie evidence of the validity of the transactions, unless proven otherwise.

Chapter 5 — Non-Payment

Where payment is not collected on time, repeated charge attempts shall be made over 14 days and a warning shall be sent to the User.

At the end of that period, if payment has not been collected, the Service shall be suspended and the subscription cancelled. Reactivation is conditional on settlement of the debt.

User Data shall be retained in accordance with the Privacy Policy.

Chapter 6 — Final Provisions

6.1 Order of Precedence

In the event of a conflict, precedence shall be given in the following order: (1) a written and signed agreement; (2) the Terms of Use; (3) this policy.

6.2 No Waiver

Any forbearance or delay by the Company in exercising a right shall not be deemed a waiver of it.

6.3 Severability

The invalidity of any provision shall not affect the validity of the remaining provisions.

6.4 Commencement and Updates

This policy takes effect on the date of its publication. Advance notice shall be given of any material change.

6.5 Governing Law

This policy is subject to the laws of the State of Israel. Jurisdiction shall be as set out in the Terms of Use.

Contact

MAYBEL System Ltd. · Company No. 517052841

Industrial Zone, Taybeh

Phone: 052-5044885

Email: support@maybel.io