Refunds and cancellation

1. Who you are dealing with

Mosawer is operated by Mosawer LLC, a company formed in Wyoming, the United States of America, with its registered address at 30 N Gould St, Ste N, Sheridan, WY 82801, United States. Write to us at [email protected], including about the personal data in an order or an invoice.

Your subscription is sold through Polar as merchant of record. Your invoice is issued by Polar, and your card statement may show Polar's name rather than ours. A refund is therefore a request against a Polar order, not a transfer out of our bank account: we instruct it, Polar carries it out.

Every charge we take is receipted by email, and the full list of your invoices (with a download for each one) is in your dashboard under Settings, Subscription.

2. Cancelling your subscription

Cancel from your dashboard: Settings, then Subscription, then Cancel subscription. One click, and you do not need to email us for it.

Cancelling stops the next renewal. It does not end the period you have already paid for. Your plan runs to the end of the current billing period, and the date is shown on that same screen.

You can change your mind. Reactivate from the same place any time before that date and billing simply continues as it was, with no gap and no second charge.

3. What cancelling does, and what it does not

Cancelling deletes nothing. Your account, your albums and every photograph in them stay exactly as they are.

What stops is public access. When the paid period ends your account returns to the free tier, and the free tier is a 7-day trial counted from the day you created the account, so unless you are still inside those first days it means your galleries, your portfolio, Find Me and guest downloads are no longer served to visitors, and you cannot create albums or upload new photos. You can still sign in, everything you uploaded is still there, and all of it comes straight back the moment you subscribe again.

Deleting is a separate and deliberate act, and it stays yours to make. Albums and photos you delete sit in Recently deleted for 30 days before they are removed for good. Deleting your whole account from Settings opens a 30-day window in which you can change your mind; after it, your data is destroyed. Cancelling a subscription starts neither clock.

4. The free trial

Your free trial starts when you create your account and runs for 7 days. We do not ask for a card to start it, nothing is charged during it, and letting it expire costs nothing. There is no invoice and nothing to refund.

We email you as the last days run down, so the end is never a surprise.

The trial is the right way to decide whether Mosawer suits you. Use it on a real event before you pay for one.

5. Subscription refunds

If you were charged for a renewal you did not intend, tell us within 14 days of the charge and we refund it in full, including any tax you were charged. The one condition is that the plan has not been put to substantial use in that period: a new event uploaded and delivered after the renewal is substantial use, signing in and reading the billing page is not.

Outside those 14 days, renewals are not normally refunded. The plan was live and serving your galleries for the period you paid for. Cancel and the charges stop. We do not hold anyone to a plan they no longer want.

Three things sit outside that rule and we apply them without a window and without argument. If you were charged twice for the same period, we refund the duplicate. If you were charged after cancelling, we refund it. And if something on our side stopped the service working and we could not put it right, we refund the affected period however long ago it was.

6. Upgrading and downgrading

You can move between plans at any time. The first subscription is bought at checkout; after that, plan changes are made in the billing portal linked from Settings, Subscription.

A change is either applied now or scheduled for your next billing period, and the portal tells you which before you confirm. Where a change is scheduled, the period you have already paid for runs at the plan you paid for, and we do not refund the difference in the middle of a period. You keep the higher plan until it expires. Your dashboard shows the incoming plan and the date it starts.

Moving to a smaller plan never deletes a photograph. If you end up above the new plan's storage, your existing albums keep working exactly as before; what stops is new uploads, until you are back under the limit.

7. When a payment fails

If a renewal payment fails we email you at once, and the notice is in your dashboard as well.

While the payment is outstanding your public galleries are paused, in the same way as after a cancellation. Nothing is deleted, and everything is served again the moment the payment goes through.

Update the card from Settings, Subscription, or write to us if the charge keeps being refused for a reason you cannot see. We would rather fix a card than lose a customer to it.

8. Photographs bought from a photographer

Photographs sold from a photographer's store are sold by that photographer. They decide what to sell and what to charge, the money is theirs, and we take a commission for the checkout and the delivery.

Send a refund request for a photo purchase to the photographer who sold it. Their contact details are on the gallery you bought from. A photograph is a digital file delivered the moment the payment clears, so a photographer is entitled to decline a refund on a file that has already been downloaded, and most will.

We step in on two things. If you paid and the files never arrived, or what you received was not what the page offered, write to us and we will sort it out with the photographer. Where a sale is refunded, our commission on it is refunded with it.

If you are the photographer: a refund comes out of your share of that sale, and the refund terms you offer your own clients are yours to set and yours to honour.

9. How to ask

Email [email protected] from the address on your account. Include the invoice or order number and one line on what happened. That is the whole process. There is no form to fill in.

If you can no longer reach that mailbox, write from any address and tell us which account you mean. We will verify it another way before we touch anything.

We answer within five working days, and usually the same day. If the answer is no, we tell you why.

10. How long a refund takes

An approved subscription refund is issued through Polar and returns to the card or method you paid with. We cannot send it anywhere else; that route is fixed by the payment rails, not by us.

Once it is issued, allow five to ten business days for it to reach your statement. That part is your bank's, not ours. We email you the moment the refund is issued and put a notice in your dashboard, so you never have to guess whether it happened.

If the card you paid with has since been closed, the refund still goes to the bank that issued it, and that bank places it. Speak to them if it does not appear.

11. Before you go to your bank

If a charge looks wrong, ask us before you ask your bank. We can usually settle it the same day; a bank dispute takes weeks and freezes the money while it runs.

Where a dispute is opened, we may suspend the subscription until the bank has decided. We will not delete anything you have uploaded on that account alone.

12. Your rights under the law

This policy is what we commit to. It is not a ceiling on what the law gives you.

If you are a consumer in Saudi Arabia, your rights under the E-Commerce Law and its Implementing Regulation stand whatever this page says, including your right to clear information before you buy, your statutory right to cancel where it applies, and your right to complain to the competent authorities. Consumers elsewhere keep the equivalent mandatory rights of the country they live in.

Where any of those rights give you more than this policy does, they win, and we apply them without argument. Nothing on this page asks you to give up a right you cannot give up.

13. Changes to this policy

This policy is effective from 1 October 2026.

We may update it. An update applies to charges taken after it is published, never backwards: a payment you have already made is judged by the policy that was in force on the day you were charged.

14. Contact us

Refunds, cancellations, or an invoice you do not recognise: [email protected].

Include the invoice or order number if you have it. If your question is about a photograph you bought rather than a Mosawer subscription, tell us which gallery and we will point you to the photographer, or bring them in ourselves.