LEGAL
Refund Policy
MABLE Technologies LLC. (dba Mable Software) sells prepaid token packages that power the tools in our platform, including rent reasonableness determinations and background checks. This policy explains how token purchases are charged, when a refund may be issued on unused token balances, and how to request one. Payments are processed securely through Stripe, our third-party payment processor.
1. Scope of This Policy
This policy applies to all token package purchases made through the Mable Software platform, including trial packages, standard packages, and mid-cycle top-ups. It also covers any implementation, onboarding, or professional services fees purchased alongside tokens. Where a signed agreement, purchase order, or statement of work contains refund terms that differ from this policy, the terms of that agreement control.
2. How Token Packages Work
Prepaid Balance: Token packages are purchased in advance and added to your account as a token budget. Your balance, total spend across all tools, and remaining budget are visible in your account at any time.
Consumption: Tokens are drawn down as you use the platform's tools. Different actions consume different amounts, and the number of determinations or checks described on a package page is an estimate based on typical usage, not a guaranteed quantity.
Top-Ups: Additional tokens may be purchased at any time if your balance runs low before the end of your cycle. Top-ups are added to your existing balance.
Estimates Are Not Guarantees: Because actual consumption depends on how you use the tools, a package delivering fewer determinations or checks than the published estimate is not by itself grounds for a refund.
3. Payment Processing
Stripe as Processor: All card and ACH payments are processed by Stripe, Inc. Mable Technologies does not store full payment card numbers or bank account credentials on our systems. Payment details are transmitted directly to Stripe and handled in accordance with their security standards and PCI DSS requirements.
Authorized Charges: By providing a payment method, you authorize Mable Technologies to charge that method for the token packages and any top-ups you purchase.
Currency and Taxes: All prices are in U.S. dollars unless otherwise stated. Prices are exclusive of applicable sales, use, or similar taxes, which will be added where required by law.
4. Refund Eligibility
Unused Token Balances: You may request a refund of your unused token balance within 30 days of the purchase date, excluding Test Trial packages, which are non-refundable as described in Section 5. Refunds are calculated on the portion of the package that remains unspent at the time the request is received.
Consumed Tokens: Tokens already spent on completed determinations, background checks, or other tool usage are not refundable. The work has been performed and the underlying third-party costs incurred.
Billing Errors: If you are charged in error — including duplicate charges, a package you did not authorize, or a top-up triggered without your approval — we will refund the incorrect amount in full upon verification, regardless of consumption.
Service Disruption: Where a tool fails to return a usable result due to a fault on our side, we will restore the consumed tokens to your balance. Where the platform is unavailable for an extended period and that materially prevents your use of purchased tokens, we may issue a refund or credit at our discretion.
5. Non-Refundable Amounts
The following are not eligible for refund:
- Test Trial package purchases, in full, regardless of how much of the balance is used. The trial is priced to let you evaluate the platform at minimal cost, so it is excluded from the unused-balance refund described in Section 4.
- Tokens already consumed by completed tool usage, including rent reasonableness determinations and background checks.
- Third-party costs incurred on your behalf when a tool is run, including data source and screening provider fees.
- Implementation, onboarding, data migration, and configuration fees once that work has commenced.
- Professional services and custom development already delivered or in progress.
- Token balances on accounts closed for violation of our terms of service.
6. Token Balances and Account Closure
No Expiration: Unused tokens do not expire. Your balance remains available on your account for as long as the account is open, with no deadline to spend it.
Closing Your Account: You may close your account at any time by contacting us. Any unused token balance purchased within the preceding 30 days is eligible for refund under Section 4. Balances older than that are not refundable on closure, so we recommend spending down your balance or contacting us before closing the account.
Data After Closure: Following account closure, your data is handled in accordance with our Privacy Policy, including our retention and deletion practices. You may request an export of your data before your access ends.
7. How to Request a Refund
Submitting a Request: Send your request to support@mablesoftware.com with the account name, the purchase date and amount, and a brief description of the reason for the request. Requests may also be made by phone using the number listed below.
Review Timeline: We review all refund requests and respond with a decision within 10 business days of receipt. We may ask for additional information needed to verify the purchase or the account.
Processing Time: Approved refunds are issued through Stripe to the original payment method, and the corresponding tokens are removed from your balance. Once processed, funds typically appear within 5 to 10 business days, depending on your bank or card issuer. Mable Technologies does not control that timeline.
8. Chargebacks and Disputes
We ask that you contact us before initiating a chargeback with your bank or card issuer. Most billing questions are resolved quickly and directly, and our usage records make it straightforward to confirm what was purchased and what was consumed. If a chargeback is filed, we will work with Stripe to provide transaction and usage records in response to the dispute. Accounts with an unresolved chargeback may be suspended until the matter is settled.
9. Updates to This Policy
We may update this policy periodically to reflect changes in our pricing, token structure, payment processing, or legal requirements. Significant changes will be communicated via email or prominently on our website. The policy in effect at the time of your purchase governs that purchase.
10. Contact Us
For any questions about token purchases, balances, or refund requests, please contact us at:
Email: support@mablesoftware.com
Phone: (704) 240-6090
