Refund Policy
Last updated: June 20, 2026
This Refund Policy explains how refunds and cancellations work for Maili. The Maili app and website are operated by Mylo Prime LLC, a Utah limited liability company ("Maili", "we", "us", "our").
The single most important thing to understand is this: how you get a refund depends on how you paid. Most people subscribe inside the iPhone app, which is billed by Apple. A smaller number of customers (Enterprise and web invoicing) are billed by us through Stripe. The two paths are handled very differently and by different companies, so please read the section that matches how you paid.
This page works together with our Subscription & Auto-Renewal Terms and our Terms of Service. If anything here conflicts with applicable consumer-protection law, the law controls and nothing in this policy is intended to limit refund rights you cannot lawfully waive.
Quick summary
| How you paid | Who handles refunds | Where to go |
|---|---|---|
| In the iPhone app (Apple In-App Purchase / your Apple Account) | Apple — we cannot issue these refunds | reportaproblem.apple.com |
| Enterprise or web invoice (billed by us through Stripe) | Maili (Mylo Prime LLC) directly | support@maili.ai |
| Free plan / free trial | Nothing to refund — no charge | See the free tier and trial notes below |
Apple App Store subscriptions (most consumers)
Consumer subscriptions to Maili — including Plus ($11.99/month, plus an annual option) and Pro ($28.99/month, plus an annual option) — are purchased inside the iPhone app using Apple's In-App Purchase system. When you buy this way, Apple is the merchant of record. Apple charges your Apple Account, manages your renewals, and is the only party that can issue a refund.
Mylo Prime LLC cannot issue refunds for purchases made through Apple In-App Purchase. We do not receive your payment card details, we cannot see the full transaction, and Apple does not give us the ability to reverse a charge it processed. This is a requirement of Apple's App Store, not a Maili policy choice — all digital purchases inside the app must go through Apple.
How to request a refund from Apple
Apple decides whether to grant a refund, at its discretion and under Apple's Media Services Terms and Conditions. To ask Apple for one:
- Go to reportaproblem.apple.com and sign in with the Apple Account you used to subscribe.
- Choose the Maili charge you want refunded.
- Select "Request a refund," pick a reason, and submit.
You can also start this from your iPhone: open the Settings app, tap your name, tap Media & Purchases, then view your purchase history. Apple typically responds within a few days. If Apple needs more information or denies a request, that decision is made by Apple.
Stripe — web and Enterprise purchases (handled by us)
If you purchased Maili through a web checkout or an Enterprise invoice that we billed using Stripe, then Mylo Prime LLC is the merchant of record and we handle your refund directly. Stripe is only our payment processor — it moves the money, but we decide and issue the refund.
Our refund window and terms
- 14-day money-back window for a first subscription term. If you are a new subscriber and you contact us within 14 days of your first charge for a given subscription term, we will refund that charge in full, unless your account shows abuse of this policy (for example, repeatedly subscribing and refunding).
- No pro-rated refunds after a period begins. Outside the 14-day window, fees already charged for the current billing period are not pro-rated or refunded when you cancel partway through a month or year. You keep access for the rest of the period you already paid for, and you simply are not charged again.
- Renewals. Automatic renewal charges are generally non-refundable once they process. To avoid a renewal charge, cancel before the renewal date (see "How to cancel" below). If a renewal charged because of a clear billing error on our side, contact us and we will make it right.
- Enterprise / negotiated agreements. If you have a signed Enterprise order form or master agreement, the refund and termination terms in that agreement govern and override this section to the extent they differ.
How to request a refund from us
Email support@maili.ai from the email address associated with your account, or contact the entity directly at support@myloprime.com. Include the name on the account, the date of the charge, and the reason for your request. Approved refunds are returned to your original payment method through Stripe; depending on your bank or card issuer, it can take several business days for the credit to appear.
How to cancel and stop future charges
Canceling stops future charges. It is separate from a refund — canceling on its own does not refund a charge that has already been made. After you cancel, you keep access until the end of the period you already paid for, and your plan does not renew.
Apple In-App Purchase subscriptions
Because Apple manages your billing, you cancel through Apple — we cannot cancel an Apple subscription on your behalf:
- Open the Settings app on your iPhone and tap your name at the top.
- Tap Subscriptions.
- Tap Maili, then tap Cancel Subscription.
You can also reach this screen from inside the Maili app via the "Manage Subscription" link, which opens Apple's subscription management page. See Apple's guide to managing subscriptions for more detail.
Stripe (web / Enterprise) subscriptions
To cancel a subscription we bill through Stripe, use the cancellation or account-management link provided in your billing emails or web account, or email support@maili.ai and we will cancel it for you. Cancellation takes effect at the end of your current paid period.
Free plan and free trial
- Free plan. Maili offers a Free tier at no cost. There is nothing to refund because there is no charge.
- 7-day free trial. New subscriptions include a 7-day free trial. You are not charged during the trial. If you do not want to be charged, cancel before the trial ends using the cancellation steps above for your payment method. If you cancel before the trial ends, no charge is made and there is nothing to refund.
- After the trial converts. When the trial ends, your subscription automatically begins and your first charge is made (by Apple for in-app purchases, or by us through Stripe for web/Enterprise). From that point, the refund rules above apply based on how you paid.
Duplicate, accidental, or unauthorized charges
If you believe you were charged twice, charged in error, or charged for something you did not authorize: for Apple purchases, report it to Apple at reportaproblem.apple.com; for charges we billed through Stripe, contact support@maili.ai right away. We will investigate genuine billing errors on charges we processed and correct them promptly. Please contact us before disputing a charge with your bank so we can resolve it directly.
A note on how Maili works
Maili operates on a simple principle: Maili proposes; you approve. Maili drafts and proposes outward actions (emails, texts, calls, calendar invites, payments) and never sends, transmits, schedules, or pays without your explicit, per-action confirmation. Maili will never start, change, or pay for a subscription without your action, and it will never issue or request a refund on its own.
Governing law
This Refund Policy is governed by the laws of the State of Utah, without regard to its conflict-of-laws rules, except where mandatory consumer-protection law in your place of residence provides you with greater rights.
Contact us
Questions about a charge or this policy? Reach us at support@maili.ai (primary) or support@myloprime.com.
Mylo Prime LLC, a Utah limited liability company — Bountiful, UT 84010.