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Whether you have technical questions, need custom billing arrangements, or want advice on rolling out team appreciation. We respond personally to every message—100% human, no automated bot queues.
We're here to help your team thrive
Have a question about security architecture, volume billing for large teams, or need help tailoring core value badges to your team's culture? Drop us a note anytime.
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⚡ Typical reply: within a few hours on business days
Legal Entity & Physical Address
Official company registration, merchant of record, and privacy contacts
Mellow Company Ltd.
BG208971118
zh.k. Trakiya, bl. 7, vh. A, et. 8, ap. 45
6450 Harmanli
Bulgaria (EU)
Merchant of Record: Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
Frequently asked questions
Ask everything you need to know about our products and services.
Are all features really included in the Free Plan?
Yes! Every single feature—peer recognition, custom digital badges, communal milestones, automated celebrations, 1:1 check-ins, 10-second energy pulses, and quarterly reflections—is 100% included on all plans. The Free Plan is completely free forever for teams up to 12 people.
How does billing work when we add or remove team members?
Mellowe uses a zero-surprise, next-cycle active user model. If you start with 20 people and hire new teammates mid-cycle, they get immediate access with no mid-cycle invoices. You will only be billed for the updated headcount when your next billing cycle begins. Likewise, deactivated members are automatically removed from your next bill.
Are 10-second energy pulse surveys truly anonymous?
Yes, 100%. Psychological safety is central to Mellowe. Energy pulse responses are strictly anonymized and aggregated. To prevent any possibility of de-anonymization in small teams, pulse trends and sentiment metrics are only reported when a minimum sample size of 5 or more responses (n ≥ 5) is reached. Individual submissions are never visible to managers, HR, or administrators.
Can HR or managers read voluntary peer feedforward coaching?
Never. Voluntary feedforward is strictly private and confidential between the two peers involved. Authentic growth requires a safe space free from evaluation anxiety, so feedforward prompts, coaching notes, and shared insights cannot be viewed, audited, or accessed by HR, managers, or company leadership.
Does Mellowe read all our private Slack messages?
Absolutely not. Mellowe never accesses your private direct messages. In channels where you invite the bot, it only listens for your team's chosen recognition emoji to award appreciation—ignoring all other messages.
Where is our data stored and is it secure?
Your data is hosted in AWS EU (Stockholm, Sweden) data centers (ISO 27001, SOC 2, and 100% GDPR compliant). Each organization operates in a dedicated, isolated database with automated daily backups. All data is encrypted at rest (AES-256) and in transit (TLS 1.3), with bot tokens protected using enterprise envelope encryption.
What if a celebration or milestone falls on a weekend?
Mellowe is built for teams, and we want to make sure everyone is around to celebrate! Any birthdays or work anniversaries falling on a Saturday or Sunday are automatically deferred to Monday morning at 9:00 AM.
What happens if an employee leaves the company?
When an employee is deactivated in Slack, Mellowe automatically updates your active headcount so you aren't billed for them on your next cycle. Their historical recognitions and badges remain safely preserved in your culture analytics.