Refund Policy
Effective Date: April 28, 2026
This Refund Policy outlines the conditions under which Nino, operated by Malbec, issues refunds for subscription payments.
1. Monthly Plans
Monthly subscriptions (Lite, Pro) are non-refundable. You may cancel at any time, and your subscription will remain active until the end of the current billing period. After cancellation, no further charges are made and no partial refund is issued for the remaining days of the current month.
2. Annual Plans
Annual subscriptions (Lite, Pro) are eligible for a full refund if the cancellation request is submitted within 15 calendar days of the initial purchase date.
After the 15-day window, annual subscriptions are non-refundable. Cancellation will take effect at the end of the paid annual period, and the subscription will not auto-renew.
Renewals of annual subscriptions are not eligible for the 15-day refund window. The 15-day window applies only to the first annual purchase. To avoid an unwanted renewal, cancel before the renewal date through your account settings or by contacting us.
3. Enterprise Plans
Refund terms for Enterprise plans are governed by the individual contract signed with the customer.
4. How to Request a Refund
To request a refund eligible under this policy, email nino@malbec.team with:
- The email address of your Nino account
- The date of the original purchase
- A brief reason for the refund request
We aim to respond within 3 business days. Approved refunds are processed by Polar.sh, our Merchant of Record, and typically appear on your statement within 5–10 business days, depending on your bank or card issuer.
5. Exceptions
Refunds may be denied in cases of:
- Suspected fraud or abuse
- Violation of our Terms of Service
- Excessive prior refund requests on the same account
6. Chargebacks
If you initiate a chargeback with your bank or card issuer instead of contacting us first, your account may be suspended pending resolution. We strongly encourage reaching out to nino@malbec.team before disputing a charge — most issues can be resolved quickly.
7. Service Outages
Refunds for service outages are evaluated case-by-case. We do not guarantee specific uptime, but we strive to credit accounts affected by extended downtime caused directly by Nino.
8. Contact
Email: nino@malbec.team Web: https://ninocrm.com