Refund Policy

1. General

The product is digital and access begins when entitlements are granted. Refunds are governed by the law of the Republic of Serbia and by the mandatory law of your country of habitual residence.

Paid access is a single end date on your account. Additional purchases add days to that date; they do not create separate refundable balances per order.

2. Withdrawal within 14 days

As a consumer you may withdraw from a distance contract within 14 days of its conclusion, without giving a reason and without additional cost — Article 29 of the Consumer Protection Act.

An email to info@malvine.online with the purchase date, the order reference and your account email is enough. No special form is required, but the message must state unambiguously that you are withdrawing from the contract. We return the amount paid to the same payment method.

The prescribed form is not mandatory — a statement in any unambiguous form is valid (Article 29(2)). The form itself and the pre-contractual information required by Article 27 are provided at checkout, once sales open.

Official sources

3. The digital content exception

The law lets a trader withhold the right of withdrawal where performance of digital content began within those 14 days after the consumer's express consent and their acknowledgement that they thereby lose that right — Article 38(1)(13) of the Consumer Protection Act.

We do not rely on that exception: no such consent is requested at checkout, so the 14 days remain fully yours. If we ever introduce it, it will be a separate, explicit step at checkout, and this section will change with it.

Official sources

4. If the software does not conform to the contract

Withdrawal is not your only remedy. If digital content or a digital service is not supplied, does not work as agreed, or is incorrectly integrated because of our instructions, you may require that it be brought into conformity, or ask for a price reduction or termination — Article 79 where it is not supplied and Article 80 where it does not conform, of the Consumer Protection Act; conformity itself is defined in Article 74 and the trader's liability in Article 77.

Send the complaint (reklamacija) to info@malvine.online: we answer within 8 days, saying whether we accept it and how and by when we resolve it.

If the contract is terminated because of non-conformity, we return the proportionate part of the price for the period in which the content did not conform, and the whole prepayment for the remaining period — within 14 days, by the same payment method and with no deductions (Articles 82 and 84 of the Consumer Protection Act).

Official sources

5. No partial or pro-rata refunds

Beyond the rights in sections 2–4, we do not offer refunds calculated from unused calendar days, whether for a single purchase or after stacking several top-ups. There is no option to cash out remaining time on your access end date.

Each purchase is for the stated period in full. Beyond sections 2–4, partial refunds, credits for unused days, and chargebacks intended as a pro-rata refund are not part of our product.

6. How to request

Email info@malvine.online with your account email and order reference. If the payment was processed by Dodo Payments as Merchant of Record, you may also use their buyer support — but writing to us works just as well.

7. Out-of-court dispute settlement

If our answer does not satisfy you, the dispute can be referred to a body for out-of-court settlement of consumer disputes from the List kept by the Serbian Ministry of Internal and Foreign Trade. Participation is mandatory for us and we do participate; proceedings take up to 90 days and may exceptionally be extended by another 90.

Using such a body does not remove your right to go to court.

Official sources

8. Chargebacks

Please contact us before initiating a chargeback so we can resolve the issue.

A chargeback is a payment dispute through your bank or card network — not a partial-refund tool. If a dispute is upheld, it is handled under card-network and payment-partner rules, not on a per-day usage basis.