Last Updated: Feb-20-2026
This Refund Policy outlines the conditions under which MYLO LOYALTY FZE (Middle East) (“MYLO”, “we”, “us”, or “our”) provides refunds for payments made through our Service (mrmylo.com and the MYLO mobile application).
By making a purchase on MYLO, you agree to this Refund Policy. If you do not agree, please do not complete the transaction.
1. GENERAL PRINCIPLES
1.1 No-Refund Basis
All purchases on MYLO are generally final and non-refundable, except where:
- Required by applicable UAE consumer protection law
- Explicitly stated in this policy
- Approved at our sole discretion in exceptional circumstances
1.2 Nature of Service
MYLO provides digital services and software access, not physical goods. Once access is granted or service is rendered, consumption occurs immediately, limiting refund eligibility.
2. FREE TIER
2.1 No Charges
MYLO’s core features are available free of charge:
- Tracking 3-5 loyalty programs
- Basic expiration alerts
- Manual balance checks
- Standard dashboard access
No refunds apply to the free tier as no payment is collected.
2.2 Trial Periods
When offered, trial periods:
- Are clearly labeled with duration
- Require payment method for auto-conversion
- Can be cancelled anytime before billing
- No refund if forgotten to cancel (reminders sent 48h and 24h before)
3. PREMIUM SUBSCRIPTIONS
3.1 Monthly Subscriptions
| Scenario | Refund Eligibility |
|---|---|
| Cancelled before next billing | No refund, access until period ends |
| Forgot to cancel | No refund, cancellation stops future charges |
| Technical failure on our end | Pro-rated refund or service credit |
| Duplicate charge | Full refund of duplicate amount |
| Fraudulent transaction | Full refund after investigation |
3.2 Annual Subscriptions
| Timing | Refund Amount |
|---|---|
| Within 14 days of purchase | Full refund, no questions asked |
| 15-30 days after purchase | Pro-rated refund (unused months) |
| 31-90 days after purchase | 50% pro-rated refund |
| After 90 days | No refund, cancellation stops renewal |
3.3 Auto-Renewal
- Subscriptions automatically renew unless cancelled
- Renewal reminder sent 7 days before charge
- Cancellation must occur before renewal date
- Post-renewal cancellations: No refund for new period
4. SUPERCODE PURCHASES
4.1 Digital Products
SuperCodes and digital credits:
- Delivered instantly upon purchase
- Non-refundable once redeemed or used
- Unused codes: Case-by-case review within 14 days
4.2 Promotional Codes
Free or promotional SuperCodes:
- No monetary value
- Cannot be exchanged for cash
- Expire as stated in promotion terms
- No refund if expired unused
5. PARTNERSHIP AND B2B PAYMENTS
5.1 Partner Tiers
| Tier | Refund Policy |
|---|---|
| Elemental | 50% refund if cancelled within 30 days |
| Featured | 30% refund if cancelled within 14 days |
| Sponsored | No refund, credit for future services |
| Dedicated | Per contract terms, typically non-refundable |
5.2 Setup Fees
One-time setup and integration fees:
- Non-refundable once work has commenced
- If cancelled before work starts: Full refund minus 10% administrative fee
6. EXCEPTIONAL CIRCUMSTANCES
We may grant refunds at our sole discretion for:
| Circumstance | Required Evidence | Refund Type |
|---|---|---|
| Service unavailable >7 consecutive days | Platform status logs | Pro-rated or full |
| Major feature removal affecting core use | Announcement records | Pro-rated |
| Account wrongful termination | Internal review | Full if error confirmed |
| Death or incapacity of account holder | Legal documentation | Full to estate |
| Military deployment | Official orders | Suspension or pro-rated |
7. HOW TO REQUEST A REFUND
7.1 Process
- Email: refunds@mrmylo.com
- Subject: “Refund Request – [Your Email]”
- Include:
- Full name and registered email
- Transaction ID or receipt number
- Date of purchase
- Reason for refund request
- Supporting documentation (if applicable)
7.2 Review Timeline
| Stage | Timeline |
|---|---|
| Acknowledgment | 24 hours |
| Initial review | 3-5 business days |
| Decision notification | 7 business days |
| Refund processing (if approved) | 5-10 business days |
7.3 Refund Methods
Refunds issued to original payment method:
- Credit/Debit cards: 5-10 business days
- Apple Pay/Google Pay: 5-10 business days
- Bank transfer: 7-14 business days
- Store credit: Immediate
No cash refunds under any circumstances.
8. NON-REFUNDABLE ITEMS
The following are never refundable:
- Used or expired SuperCodes
- Consumed premium features (alerts sent, reports generated)
- Partner marketplace purchases (refer to partner policy)
- Donations or tips
- Currency conversion fees
- Third-party processing fees
- Late payment penalties
9. CHARGEBACKS AND DISPUTES
9.1 Chargeback Policy
Before initiating a chargeback with your bank:
- You must first contact us at refunds@mrmylo.com
- Allow 14 days for resolution
- Chargebacks without prior contact may result in account suspension
9.2 Fraudulent Chargebacks
We reserve the right to:
- Contest fraudulent or abusive chargebacks
- Suspend accounts with pattern of chargebacks
- Report to relevant authorities
- Pursue legal recovery of fees and damages
10. CANCELLATION VS. REFUND
| Action | Effect | Billing |
|---|---|---|
| Cancellation | Stops future charges | Current period continues |
| Refund | Returns past payment | Access revoked immediately |
You may cancel without requesting a refund to retain access until period ends.
11. PROMOTIONAL CREDITS AND REFUNDS
If you received:
- Discounted pricing: Refund based on amount actually paid
- Free months: No cash value, excluded from refund calculation
- Referral credits: Non-refundable, non-transferable
- Contest prizes: No refund eligibility
12. CHANGES TO THIS POLICY
We may update this Refund Policy with:
- 30 days advance notice for material changes
- Immediate effect for legal compliance
- Posted date indicating latest revision
Continued use after changes constitutes acceptance.
13. CONTACT INFORMATION
Refunds Department
MYLO LOYALTY FZE
Dubai International Financial Centre (DIFC)
Dubai, United Arab Emirates
- Email: refunds@mrmylo.com
- Response Time: 48 hours
- Business Hours: Sunday – Thursday, 9:00 AM – 6:00 PM GST
Escalation: If unsatisfied with refund decision, email legal@mrmylo.com with “Refund Appeal” in subject line.