Mulno is made by Somnolent Team Limited, Thailand. When you buy a paid plan you buy it from Paddle, our merchant of record: Paddle.com Market Limited, or the Paddle company its buyer terms name for where you buy (Paddle.com Inc. in the US, Paddle.com (Canada) Ltd in Canada). Paddle takes the payment, sends the invoice and pays any refund. This page is short on purpose: it says when you can have a refund, how to get one, and what happens to your plan.
1. The short version
- 14 days. Within 14 days of the first payment for a workspace's paid plan, monthly or yearly, an owner or admin can press Cancel and refund on the workspace's Billing page. We ask Paddle at once to refund that payment in full, no reasons asked, and the plan ends when Paddle approves it. Or write to us and we ask Paddle for you.
- A yearly renewal gets 14 days too. If a yearly plan renews, the same applies for 14 days from that renewal.
- A monthly renewal is refunded only for a mistake (section 4). Cancel before it renews to stop it.
- After that, you can cancel at any time to stop future renewals, and we don't refund the unused part of a period you have paid for. The cases in section 4 are the exceptions.
- Mistakes are always put right. If we or Paddle charged you wrongly, tell us and we ask Paddle to refund it.
- A full refund ends the plan, however it was asked for, and so does a chargeback (section 5).
- If Paddle declines a refund this page promises, we put it right with you another way.
2. Who does what
- Paddle pays the refund, to the payment method you used, for the amount you paid, tax included. Most refunds are approved quickly. Paddle may need to review some. The money can take a few days to show up on your statement.
- Paddle's buyer terms and refund policy also apply to the purchase. If they give you more than this page does, you get what is more favourable to you. Where the law of your country gives you a right to withdraw or to a refund that can't be given up, nothing here limits it.
- We decide, for our part, whether to ask Paddle to refund. Inside the 14 days (first payment or yearly renewal) we always do. Cancel and refund asks Paddle straight away, with nobody at Mulno reviewing it.
- We never see your card number. Paddle does.
3. How to ask
- In Mulno (quickest). An owner or admin opens the workspace's settings, then Billing, and presses Cancel and refund. The button shows only while the workspace's latest payment is a first payment or a yearly renewal inside its 14 days, with the amount (tax included) and the last day you can ask. You type the workspace's name to confirm, and we ask Paddle for a full refund of that payment at once. The page then shows that the refund is with Paddle, and when it has been paid. If Paddle doesn't approve it, the page says so: write to us and we put it right (section 1).
- Through Paddle. Go to paddle.net, or use the link in the receipt e-mail Paddle sent you when you paid, and choose to request a refund. A full refund made there ends the plan too (section 5).
- Or write to us at developer@mulno.com, from the e-mail address of the workspace's owner or an admin if you can. Say the workspace's name and, if you have it, the receipt. We answer within a few working days (Thailand), and ask Paddle for the refund. Write to us, too, for a payment the button doesn't cover: one earlier than the latest, one made by changing plan or seats, or a mistake.
Whichever way, please ask within the 14 days, counted from the payment you want refunded. Days are counted in UTC: the day of the payment is day 0, and a request that Paddle or we receive on day 14 counts.
4. Beyond the 14 days
We may ask Paddle for a full or partial refund at any time, and we will, in these cases:
- Charged by mistake: twice for one period, after you cancelled in time, or for seats or a plan you didn't ask for. This includes a monthly renewal. If refunding the mistake in full would end a plan you want to keep (section 5), we tell you before we ask Paddle.
- We end your paid plan, or Mulno, and you didn't break the terms: we ask Paddle to refund the unused part of what you prepaid (terms, section 13).
- We change the terms in a way that makes things worse for you, and you cancel because of it: we ask Paddle to refund the unused part of the period (terms, section 17).
- We add or replace a subprocessor, you object on reasonable data-protection grounds, we can't resolve it, and you end the part of Mulno it affects: we ask Paddle to refund what you prepaid for that part (DPA, section 10.2).
- You paid for something we said Mulno does today, and it doesn't: we ask Paddle to refund the part of the plan that is affected. (A feature marked "Soon" or "Coming" on the Pricing page was never promised, so it isn't this case. Don't buy a plan for one.)
Other requests, such as a year you no longer need, we look at one by one. We may say no.
5. What happens to your workspace after a refund
- A full refund ends the plan. When Paddle approves a full refund of a payment, whether you asked in Mulno, at paddle.net, through Paddle's support or through us, we cancel the subscription at once, so it doesn't renew and charge you again, and the workspace goes back to Free's limits. After a partial refund the plan carries on.
- A chargeback ends the plan too. When your bank or card issuer takes back all or part of a payment, we cancel the subscription the same way as soon as Paddle tells us of the chargeback, unless Paddle has already marked it rejected or reversed. If it is reversed later, the plan doesn't come back by itself: write to us and we put it right, or buy the plan again. A warning from Paddle that a chargeback may come changes nothing.
- If your content is over Free's limits, new uploads are refused. We won't delete anything only because the plan ended without writing to the workspace's owners first and giving 30 days to export it (terms, section 12). If Free keeps sessions for less time than your plan did, nothing is deleted for those 30 days, and the Billing page shows the date. A build is never deleted because the plan ended. Export first if you can.
- Your own Private bucket and anything recorded locally stay yours, whatever happens to the plan.
6. Other points
- Free and Education plans cost nothing, so there is nothing to refund. Enterprise plans are covered by their own agreement.
- Currency and tax. Paddle refunds in the currency you paid in. We can't control exchange-rate differences or fees your bank adds.
- Chargebacks. Please write to us before you dispute a charge with your bank. We can usually fix it faster. A chargeback ends the subscription at once, like a full refund, even one for part of a payment (section 5).
- Misuse. We may decline refunds, and act under the terms (section 13), if someone repeatedly buys, uses and asks for a refund, or makes extra workspaces or accounts to do so.
- Changes. If we change this policy we change the version and date above. It applies to purchases made after the change.
7. Contact
developer@mulno.com, or privacy@mulno.com for anything about personal data.
What changed in version 5
- The opening: our company's English name is written as Thailand's company register has it, Somnolent Team Limited (it was Somnolent Team Co., Ltd.). It is the same company, บริษัท ซอมโนเลนท์ ทีม จำกัด, registration no. 0105566229327, and nothing else changes.
What changed in version 4
- Sections 1 to 3: inside the 14 days, Cancel and refund on the Billing page asks Paddle for a full refund at once, with no review by us; how the days are counted (UTC); which payments the button covers and which still go by e-mail.
- Section 4: before we refund a mistake in full, we tell you if it would end your plan.
- Section 5: a full refund, however it is asked for, ends the plan automatically (no longer by hand); so does any chargeback, whole or part, that Paddle hasn't rejected or reversed when it tells us, and a later reversal doesn't bring the plan back by itself; the 30-day hold before anything is deleted.
- Section 6: a chargeback ends the subscription; misuse covers extra workspaces.