Refund, Cancellation & Auto-Renewal Disclosure

This Refund, Cancellation & Auto-Renewal Disclosure (this "Disclosure") explains the billing, automatic renewal, cancellation, refund, and statutory withdrawal arrangements for Mozen's ("Mozen," "we," "us," or "the Service") paid subscriptions, AI credit packs, and other paid features. This Disclosure forms part of, and applies together with, the Terms of Service; where this Disclosure and the Terms of Service differ on the specific operational treatment of refunds, cancellation, or renewal, this Disclosure governs as to those specific matters, but no text limits any non-waivable rights you have under applicable law.

Mozen is currently provided by an individual independent operator under the name Mozen and is not a registered company or a separate legal entity. For the personal safety and privacy of the operator, the operator's residential address is not displayed on public pages; contact details for legal matters relating to refunds, cancellation, and renewal appear in Section 13, and formal service-of-process or statutory-information requests may be sent to legal@mozen.ai, with the legally required information provided after necessary identity verification.

In this Disclosure: a "Subscription" means a paid plan billed on a recurring cycle (such as monthly or annual) that renews automatically by default; "AI Credits" or a "Credit Pack" means prepaid allowance used to invoke metered AI generation, search, transcription, synthesis, and similar features; a "Trial" means the current 7-day free trial; a "Billing Cycle" means one subscription renewal interval; and the "Right of Withdrawal" means the statutory cooling-off withdrawal right under EU/UK consumer law.

Paddle acts as Mozen's Merchant of Record / authorized reseller to process Mozen's online payments, subscriptions, renewals, taxes, customer portal, receipts, and refunds. For your purchases, Paddle is your contracting counterparty for the sale and establishes a payment-related legal relationship directly with you, and may send you receipts, renewal reminders, cancellation confirmations, or refund notices.

• Checkout, taxes (VAT/GST/sales tax, etc.), receipts, payment-method management, subscription status, and the actual execution of renewals and refunds are governed by the Paddle checkout page, Paddle receipts, the Paddle customer portal, and the Paddle Buyer Terms.
• Once a refund is approved, Paddle will initiate it to the original payment method; the time to receipt depends on your bank, card issuer, or payment channel.
• Paddle performs the merchant-of-record and seller role; the provision of the Service itself, content control, and data processing are the responsibility of Mozen. Paddle's role does not alter the refund thresholds set out in this Disclosure and does not limit your statutory Right of Withdrawal.
• This Disclosure, the website, the checkout page, and the Terms of Service use a single, determinate description of Paddle's role: Paddle is at all times the Merchant of Record / authorized reseller.

Mozen applies an objective, verifiable refund threshold rather than a vague "unconditional refund" or a blanket "no refunds." This Section applies uniformly to Subscriptions and Credit Packs and eliminates any inconsistency between the website and the Terms of Service regarding the refund window: the objective threshold in this Section is the single governing standard.

• Refundable (any one of the following): (i) the Subscription or Credit Pack has not yet been used for paid-exclusive features after purchase; (ii) the relevant AI Credits have not yet been consumed and have not triggered any model-invocation, generation, search, transcription, or synthesis cost; or (iii) the digital service ordered has not yet been actually delivered or could not be provided due to reasons attributable to Mozen.
• Non-refundable in principle (irreversible cost incurred): (i) AI Credits that have been consumed, or usage that has triggered model-invocation, generation, search, transcription, or synthesis costs; (ii) digital services that have been delivered and actually used; and (iii) digital content that has been generated or downloaded. Such usage is in principle non-refundable because third-party model providers charge on a metered basis and the cost is irreversible.
• Pro-rata treatment: for a partially used Subscription, except where mandated by law or otherwise agreed by us, the used cycle is not refunded and no charge is made for unused future cycles that have not auto-renewed.
• Good-faith exceptions: for billing errors, duplicate charges, evident service failures, non-delivery, or genuine good-faith disputes, we may, at our discretion, approve a full or partial refund even where the case strictly falls within the "non-refundable in principle" category. Please submit via billing@mozen.ai with an explanation.
• Statutory rights prevail: this Section does not limit the EU/UK Right of Withdrawal (Section 8), statutory remedies for defective or non-conforming content, or any other non-waivable refund rights granted by the law of your place of residence. Statutory rights prevail over the commercial thresholds in this Section in all cases.

AI Credits are used to invoke AI generation, search, transcription, speech synthesis, embedding, and other metered features. Credit rules are as follows:

• Issuance: Credits may be issued periodically with a Subscription or purchased separately as a one-off Credit Pack. The quantity issued, billing multipliers, and per-feature consumption are governed by the checkout page, plan page, or backend configuration.
• Consumption and irreversible cost: once Credits are used to trigger a model invocation, generation, search, transcription, or synthesis, the corresponding cost has already been incurred to the third-party provider and is irreversible; consumed Credits are non-refundable (Section 3).
• Validity and expiry: Credits issued with a Subscription are typically valid only within the current Billing Cycle and expire and are zeroed out no later than the end of the next Billing Cycle, without carry-over or accumulation, unless the plan page or checkout page states more favorable terms. The validity of a one-off Credit Pack is as disclosed at purchase. Expired and zeroed Credits are not refunded and not discounted.
• No cash value: AI Credits are not currency, stored value, a deposit, or a debt claim, have no cash value, are not redeemable for cash, and do not bear interest.
• Non-transferable: Credits are non-transferable, may not be sold, and may not be combined or migrated between accounts or workspaces, nor gifted to third parties, unless we expressly permit in writing.
• Account closure: upon account deletion, termination, or prolonged inactivity, unused Credits may lapse; no separate refund is made for such lapse except as mandated by applicable law or where the case is refundable under Section 3.
• Adjustments: we may adjust credit billing multipliers, per-feature consumption, or issuance rules, with advance notice of materially adverse changes under Section 7; existing unconsumed one-off Credit Packs are honored on the terms disclosed at purchase.

The current subscription standard is a 7-day free trial; starting the Trial requires linking a valid credit card or payment method and constitutes your consent to automatic renewal.

• Trial content: during the Trial you may use the core workspace features of the corresponding plan; certain features, such as AI conversation, may only become available after a paid subscription, as specified by the checkout page and plan description.
• Auto-conversion to paid: if you do not cancel before the end of the 7-day Trial, the Trial will automatically convert to a paid Subscription and a charge will be made, renewing on the cycle you selected.
• Pre-charge reminder: before the Trial ends and before the first charge, we will send you a reminder via your account email or in-app notification informing you of the charge date and amount, so that you can decide in time whether to continue (see Section 6). Delivery of the reminder is jointly ensured by Mozen and Paddle.
• Avoiding the charge: if you do not wish to be charged, you should cancel before the Trial ends under Section 6. After cancellation, Trial features typically remain usable until the end of the Trial period.
• Trial abuse: for repeated sign-ups, circumvention of limits, or bulk exploitation of the Trial, we may revoke Trial eligibility or refuse repeat Trials.

Auto-renewal disclosure: Subscriptions, by default, renew automatically at the end of each Billing Cycle and are charged at the then-applicable price until you cancel. Linking a payment method, starting a Trial, or confirming a Subscription indicates your consent to this automatic renewal arrangement.

• Pre-charge reminder: for Trial-to-paid conversions and (to the extent required by applicable law or the payment service provider) subsequent renewals, we will remind you of the renewal date and amount before the charge via your account email or in-app notification. A reminder is likewise sent before the renewal of annual or other long-cycle Subscriptions.
• How to cancel (as easy as sign-up): you may cancel a Subscription or turn off automatic renewal at any time via subscription management in your Mozen account settings, the Paddle customer portal, the management link in your receipt, or by contacting billing@mozen.ai. The steps required to cancel are no more numerous and no more complex than the steps to register or subscribe, and can be completed without a phone call, without a retention flow, and without providing a reason (online cancellation takes immediate effect as to turning off automatic renewal).
• When cancellation takes effect: cancellation typically takes effect at the end of the current paid Billing Cycle. After cancellation you may continue to use the Service until the end of the current cycle, after which there is no further automatic renewal and no further charge. Cancellation by itself does not automatically produce a refund; whether a refund is due is determined under Sections 3 and 8.
• Confirmation: after cancellation you will receive a cancellation confirmation (sent by Mozen or Paddle). If you do not receive confirmation within a reasonable time, please contact billing@mozen.ai.

We may adjust Subscription prices, plan benefits, credit billing multipliers, or feature scope. For a material price increase or materially adverse change to an existing Subscription:

• we will, at least 30 days before the change takes effect, clearly inform you of the new price, the nature of the change, and the effective date via your account email, in-app notification, or payment service provider channels (where applicable law or the payment service provider requires a longer notice period, that period applies).
• you have the right to cancel the Subscription before the new price takes effect to avoid being charged at the new price; retaining the Subscription so that it renews after the change takes effect is deemed acceptance of the adjusted price.
• the adjustment does not apply retroactively to the current cycle already prepaid at the old price before the change takes effect.
• changes that are purely price decreases, non-material adjustments, or the addition of optional features are not subject to the 30-day advance notice, but will still be communicated by appropriate means.

If you are a consumer in the EU or the UK, you have a statutory 14-day Right of Withdrawal (cooling-off period) running from the day the contract is concluded, under Articles 9 to 14 of the Consumer Rights Directive (CRD, 2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and you may withdraw without giving any reason. This Section is independent of, and is not limited by, the commercial refund thresholds in Section 3.

• How to exercise: within 14 days you may notify us of your decision to withdraw by an unequivocal statement (for example, by email to billing@mozen.ai, or for legal matters to legal@mozen.ai), and you may use the model withdrawal form set out at the end of this Section (not mandatory). We will promptly acknowledge receipt of your withdrawal notice.
• Refund timing and method: following a valid withdrawal, we will, in accordance with the law and no later than 14 days after you exercise the Right of Withdrawal, refund in full all payments you have made via Paddle to your original payment method (without charging you any fee for such refund).
• Immediate performance and waiver of the Right of Withdrawal for digital content/services (CRD Article 16(m)): for digital content or digital services that begin to be supplied within the cooling-off period (such as immediately usable Subscription features, immediately invocable AI features, or Credits), you lose the Right of Withdrawal only where all of the following three requirements are met: (i) you have given prior express consent to performance beginning before the 14-day withdrawal period expires; (ii) you have acknowledged awareness that performance, once begun (and, for fully performed digital content, once fully performed), causes you to lose the Right of Withdrawal; and (iii) we have provided you with confirmation of that consent and acknowledgment (such as a confirmation email sent with the order).
• No waiver or partial performance: if you have not given the above express consent and acknowledgment, withdrawal within 14 days entitles you to a full refund. If you have expressly consented to immediate commencement but the service is provided on a recurring/metered basis and has not been fully performed, you may be required to pay, for the part actually supplied before withdrawal, an amount proportionate to the total contract price, with the remaining unperformed portion refunded.
• No effect on other rights: in addition to the Right of Withdrawal, you retain the statutory remedies under the Digital Content and Digital Services Directive (EU 2019/770) for non-conforming or defective digital content/services.

Model withdrawal form (complete and return only if you wish to withdraw from the contract; not mandatory):

• To: Mozen, contact email billing@mozen.ai (legal matters legal@mozen.ai).
• I/We (*) hereby give notice that I/We (*) withdraw from my/our contract for the following service: ______ (service/subscription name, order number).
• Ordered on (*) / received on (*): ______.
• Name of consumer: ______.
• Address of consumer: ______.
• Signature of consumer (only if this form is submitted on paper): ______.
• Date: ______.
• (*) Delete as appropriate.

For consumers subject to the California Automatic Renewal Law (ARL) and similar automatic-renewal / negative-option laws of other states, we observe the following requirements and do not limit any more favorable state-law rights:

• Clear disclosure: before you subscribe, we disclose the automatic-renewal terms, the renewal cycle, the renewal price, and the means of cancellation in a clear and conspicuous manner.
• Affirmative consent: the automatic-renewal arrangement requires your affirmative consent; where a trial or promotion converts to paid, or where the renewal price differs from the initial price, this is separately and clearly disclosed.
• Renewal/pre-charge notice: where required by applicable law (such as trial-to-paid conversion, renewal of long-term subscriptions, or price changes), notice is provided before the charge.
• Easy cancellation: we provide an online means of cancellation that is as easy as sign-up and can be completed without a manual retention process (see Section 6).
• Confirmation: after purchase, we provide a confirmation that includes the above terms and the means of cancellation.

• Submission channel: submit a refund request via billing@mozen.ai, providing the order number or receipt, your registration email, and the reason for the request. You may also initiate via the Paddle customer portal or the receipt link.
• Review: we will review your request against the thresholds in Section 3, the statutory Right of Withdrawal in Section 8, and the Paddle Buyer Terms, and respond within a reasonable time. Where the statutory Right of Withdrawal is involved, the timing in Section 8 applies.
• Execution: approved refunds are initiated by Paddle to the original payment method; the time to receipt depends on your card issuer or payment channel.
• Identity verification: to protect account and payment security, we may verify your identity and ownership of the order before processing.
• Prevention of misleading statements: the Service makes no oral or interface promises about refunds inconsistent with this Disclosure; any website, checkout-page, or marketing statement shall be consistent with this Disclosure, and in case of inconsistency, the objective thresholds and statutory rights in this Disclosure govern.

If you have a question about a charge or believe there is an error, we recommend (but do not require) that, before initiating a chargeback with your card issuer, you first contact us via billing@mozen.ai or the Paddle customer portal, as the matter can often be resolved more quickly through a refund, adjustment, or correction. This is a good-faith recommendation and does not waive or limit your right to dispute a charge or initiate a chargeback as permitted by law, nor does it affect your statutory Right of Withdrawal or other non-waivable consumer rights.

• We and Paddle will handle billing errors, duplicate charges, and non-delivery in good faith.
• For abuse of refund or chargeback mechanisms (such as a bad-faith chargeback after usage has actually been consumed, or using a chargeback to evade valid contractual obligations), we or Paddle may suspend, cancel, or restrict the relevant paid benefits in accordance with the Terms of Service, the Paddle Buyer Terms, and payment network rules; provided that such measures shall not be used to obstruct your exercise of statutory remedies.

• Cancel first, then delete: where an active Subscription exists, you must first cancel the Subscription under Section 6 before applying for account deletion.
• 14-day deletion cooling-off: after you submit an account-deletion request, a cooling-off period of typically 14 days commences, during which you may withdraw that deletion request. This cooling-off period is an account-deletion arrangement and is different from the EU/UK statutory Right of Withdrawal in Section 8 (which concerns the payment contract and runs from the conclusion of the contract).
• Refunds do not arise automatically from deletion: deleting your account does not by itself trigger a refund; whether a refund is due is still determined under the thresholds in Section 3 and the Right of Withdrawal in Section 8. Unused Credits may lapse upon deletion (Section 4).
• Retention obligations: where there are unresolved disputes, tax and accounting matters, risk control, or legal retention obligations, the relevant accounting and refund processing may continue until those obligations are discharged.

For refund, billing, and renewal matters, contact: billing@mozen.ai. For legal and formal service-of-process matters, contact: legal@mozen.ai. For general support, contact: support@mozen.ai. For privacy and data matters, contact: privacy@mozen.ai.

Mozen is provided by an individual independent operator, is not a registered legal entity, and does not display a residential address on public pages for the operator's personal safety. For refunds and payments, Paddle acts as the Merchant of Record / authorized reseller and is the seller counterparty; for the provision of the Service itself, you may contact us via the email addresses above, and formal service-of-process or statutory-information requests will be provided by us after necessary identity verification. To protect account and payment security, we may verify your identity before processing a request.

This Disclosure may be updated from time to time; for material changes affecting your existing paid benefits, we will notify you in the manner set out in the Terms of Service and in Section 7 above. Your continued use of paid services, or your failure to cancel within the notice period, is deemed acceptance of the updated Disclosure, except where applicable law requires separate consent or where your statutory withdrawal/cancellation rights are unaffected.