SUBSCRIPTION POLICY

This policy sets out the terms and conditions under which MOLVEK Lab offers its subscription service at trymolvek.com. By subscribing, you accept this policy in full.

This Subscription Policy supplements our Refund, Exchange and Guarantee Policy. Where the two documents conflict regarding a subscription order, the provisions of this policy prevail.

1. What a Subscription at MOLVEK Lab Is

A subscription is an optional recurring purchase model that lets the customer receive periodic shipments of the product without having to place the order manually each month.

  • The subscription is an optional service. The customer freely chooses to activate it at the time of purchase.
  • There is no discount associated with the subscription: the price per unit is the same as for a one-time purchase.
  • The shipping frequency is monthly.
  • The subscription auto-renews indefinitely until the customer cancels it.

2. Recurring Billing

2.1. Billing day

Each renewal is charged automatically on the same day of the month on which the original subscription was created. For example, if the subscription was created on the 15th of a month, renewals will be charged on the 15th of each following month.

If that day does not exist in a given month (for example, the 31st in February), the charge will be adjusted to the last available day of that month.

2.2. Advance notice before the charge

MOLVEK Lab sends a reminder email 1 calendar day before each scheduled charge, to the email address associated with the customer's account.

It is the customer's responsibility to keep their email address up to date and to make sure that emails from MOLVEK Lab are not filtered as spam by their provider.

2.3. Currency

Charges are processed in the same currency in which the original subscription was created.

3. Automatic Retries After a Failed Charge

If the scheduled charge for a renewal fails (declined card, insufficient funds, expired card, or other reasons from the payment processor), MOLVEK Lab will make automatic retries under the following conditions:

  • Up to 4 automatic retries are made.
  • The retries are spread over 10 calendar days from the first failed attempt.
  • The exact cadence of the retries is determined by MOLVEK Lab based on the case and the payment processor's recommendations.
  • During the retry period, the subscription remains active but the corresponding shipment is not dispatched until the charge succeeds.

If the charge continues to fail after the 4 retries, the subscription is paused automatically and a notification is sent to the customer to update their payment method or manually cancel the subscription.

A subscription paused due to a failed charge does not generate shipments until the customer updates the payment method and authorizes resumption.

4. Canceling the Subscription

4.1. Right to cancel

The customer may cancel their subscription at any time, with no penalty and no minimum commitment period. This includes the option to cancel before the second shipment.

4.2. Deadline to cancel without being charged

For a cancellation to prevent the next renewal charge, it must be made before 23:59 (Santiago, Chile time) on the calendar day before the scheduled billing day.

Cancellations made after that cutoff do not stop the charge for the current cycle.

4.3. Cancellation channels

Cancellation is self-service and can be done through the following means:

  • Through the direct link included in the order confirmation emails and the advance billing notice emails.
  • From the "Manage Subscription" section available in the customer's account at trymolvek.com.

If the customer is unable to complete the cancellation through these means, they may request it by writing to info@trymolvek.com within the deadline set out in section 4.2. Email requests are subject to business hours (Monday to Friday, 9:00–20:00 hrs) and to an estimated response time of up to 24 business hours.

It is the customer's responsibility to make sure the email request is sent far enough in advance to be processed before the cancellation cutoff time.

4.4. Cancellations after the charge

If the customer cancels the subscription after the charge for the corresponding cycle has already been processed, the order ships anyway and the charge is not refunded.

In these cases it is treated as a final sale: the customer receives the order corresponding to the charge already made. The product received is not eligible for a refund or for store credit, even if it arrives unopened, unused, or sealed.

The cancellation takes effect on future cycles: no orders will be charged or shipped in the following months.

5. Pausing the Subscription

The customer may pause their subscription instead of canceling it, when they wish to temporarily stop shipments without losing their account settings.

  • The pause is managed from the "Manage Subscription" section at trymolvek.com.
  • During the pause, no charges or shipments are made.
  • For the pause to prevent a scheduled charge, it must be activated before the cutoff time indicated in section 4.2.
  • Resuming a paused subscription is a manual action by the customer.
  • MOLVEK Lab may, at its discretion, automatically cancel subscriptions that remain paused for extended periods, with prior notice to the customer.

6. Modifying the Subscription

The customer may modify their active subscription from the "Manage Subscription" section at trymolvek.com. Available modifications include:

  • Shipping frequency (subject to the options available at that time).
  • Product quantity per shipment.
  • Shipping address.
  • Payment method.

For a modification to apply to the next charge, it must be made before the cutoff time indicated in section 4.2 (before 23:59 Santiago time on the calendar day before the charge).

Modifications made after that cutoff will apply starting with the following cycle.

7. Interaction with the 90-Day Guarantee

7.1. Guarantee coverage

The 90-day guarantee described in the Refund, Exchange and Guarantee Policy applies only to the customer's first purchase, even when that first purchase was made under the subscription model.

Subsequent shipments generated by automatic renewal of the subscription are not covered by the general 90-day guarantee.

7.2. Exception for renewals

A renewal shipment may be evaluated by MOLVEK Lab only if it meets all of the following conditions:

  • It was previously authorized in writing by MOLVEK Lab.
  • The product is unopened, unused, and in its original packaging.
  • The request meets all applicable requirements of the Refund Policy.

MOLVEK Lab is not obligated to offer compensation and reserves the right to evaluate each case individually.

7.3. Automatic cancellation after a guarantee refund

If a subscribed customer activates the 90-day guarantee on their first purchase and it is approved, MOLVEK Lab automatically cancels the associated subscription at the time the refund is approved.

The customer will receive an email notification confirming both the approved refund and the cancellation of the subscription. From that moment on, no future charges or shipments will be generated.

The customer may, if they wish, create a new subscription later. However, that new subscription does not grant a new 90-day guarantee, in line with the general rule of a single refund per customer set out in the Refund Policy.

8. Storage of Payment Data

By creating a subscription, the customer expressly authorizes MOLVEK Lab to securely store their payment method in order to process the recurring charges associated with the subscription.

  • Storage is handled through payment processors certified under the PCI-DSS standard.
  • MOLVEK Lab does not directly store full card data (full number, CVV) in its systems.
  • The customer may update or delete their payment method at any time from the "Manage Subscription" section.
  • Deleting the payment method is equivalent to canceling the subscription if it is not replaced with another valid method.

9. Price Changes

MOLVEK Lab reserves the right to change the prices of the products available by subscription. In the event of a change:

  • The customer will be notified by email at least 15 calendar days before the first charge affected by the new price.
  • If the customer does not agree with the new price, they may cancel the subscription before the cutoff time of the corresponding cycle, with no penalty.
  • Continuing the subscription after the effective date of the new price is interpreted as acceptance of the adjustment.

10. Customer Responsibility

It is the customer's sole responsibility to:

  • Keep their payment method up to date.
  • Keep their shipping address up to date.
  • Keep the email address associated with the account accessible and monitored.
  • Handle in time any cancellation, pause, or modification they wish to make, respecting the cutoff times established in this policy.
  • Review this policy and the Refund Policy periodically to stay informed of the terms in force.

MOLVEK Lab is not responsible for charges, shipments, or fees resulting from the customer's failure to meet these responsibilities.

11. Suspension and Termination by MOLVEK Lab

MOLVEK Lab reserves the right, at its sole discretion, to suspend, pause, or cancel a subscription in the following cases:

  • Reasonable suspicion of fraud, policy abuse, or irregular activity.
  • A customer who has initiated a chargeback or bank dispute on any previous MOLVEK Lab order.
  • Repeated breach of the Refund, Exchange and Guarantee Policy, the Subscription Policy, or the site's general Terms and Conditions.
  • Prolonged unavailability of the product or its discontinuation.
  • Inability to process the charge after the retry cycle described in section 3.
  • Any other operational or legal reason that MOLVEK Lab considers justified.

Cancellation by MOLVEK Lab is notified to the customer by email.

12. Changes to This Policy

MOLVEK Lab reserves the right to modify, update, or replace this Subscription Policy at any time. Any change takes effect upon its publication at trymolvek.com.

Material changes affecting charges, frequencies, or cancellation conditions will be notified by email to customers with an active subscription, at least 15 calendar days in advance.

It is the customer's responsibility to review this policy periodically. The version in force at the time of each charge is the one that applies to that charge.

13. Acceptance of This Policy

By activating a subscription at trymolvek.com, you expressly accept this policy and acknowledge that:

  • The subscription is monthly and auto-renews indefinitely until you cancel it.
  • The price per unit is the same as for a one-time purchase; there is no discount for subscribing.
  • The charge is made on the same day of the month on which you created the subscription.
  • You will receive an email notice 1 day before each charge.
  • You can cancel, pause, or modify your subscription at any time, respecting the cutoff time on the day before the charge.
  • A cancellation after the charge does not stop the shipment or generate a refund.
  • The 90-day guarantee applies only to your first purchase, not to renewals.
  • If a guarantee refund is approved, your subscription is canceled automatically.
  • MOLVEK Lab may suspend or cancel your subscription for the reasons detailed in section 11.
  • This policy may be modified, with 15 days' prior notice for material changes.

Contact: info@trymolvek.com

Business hours: Monday to Friday, 9:00–20:00 hrs