Refund Rules

I. Refund Eligibility Windows Based on Customer Region

Customers in the European Economic Area (EEA)

Legally entitled to a 14-day cooling-off period, calculated from the date of the initial purchase or the date of a renewal charge. A full refund may be requested within these 14 days, provided that paid core features have not been extensively used; if the service has been extensively used during the cooling-off period, we reserve the right to deduct usage fees based on actual consumption or to reject the refund request.

Regions outside the EEA (e.g., USA, Asia-Pacific)

1. New orders: A full refund may be requested within 7 calendar days of placing the order, provided that paid features have not been extensively used.

2. Automatic renewals: Refund requests must be submitted within 7 calendar days of the renewal charge.

3. Refund requests for the current billing cycle will not be accepted after the 7-day window has expired.

II. General Exclusions Applicable to All Regions

1. Refunds calculated on a pro-rata basis for remaining days within a billing cycle are not supported. If the service is discontinued mid-cycle, access rights remain valid until the expiration date, and no refund is issued for unused days.

2. Refunds will not be granted for accounts that violate the User Agreement (e.g., due to abuse or malicious, repeated refund requests).

3. Refunds for one-time "lifetime" purchases will not be granted after the 7-day cooling-off period.

III. Prerequisites for Refund Processing (Consistent with previous documentation)

1. Refund requests will only be reviewed if they meet the criteria for the refund window specified in these rules, or involve situations such as non-delivery due to system failure, duplicate charges, or unauthorized transactions.

2. If a customer has a dispute regarding a bill or transaction, **they must first contact customer support to resolve the issue and must not initiate a chargeback directly; initiating a chargeback without a valid reason may result in the suspension or termination of the account.**

3. Submitting a refund request does not guarantee a refund; the final decision is subject to MAVINTER LIMITED's internal review.

4. If the request is approved but the associated tokens or service entitlements have already been transferred or consumed by the customer and cannot be recovered, we reserve the right to refuse the refund or require the return of the corresponding assets before processing the refund. IV. Refund Application Method and Timeline (Retaining the previous version to ensure document consistency)

To request a refund, please submit your application **via email to our customer service address**.

The email must include: the email address associated with your registered account, the order number, and the reason for the refund.

- Review Timeline: The review will be completed within **2–3 business days** of receiving the complete application materials;

- Refund Method: Upon approval, funds will be returned to the original payment card;

- Processing Time: The actual time for funds to appear in your account depends on the issuing bank's processing speed, typically taking **5–10 business days**.

V. Policy Amendment Terms (Retaining the previous amendment clauses)

We reserve the right to amend this policy; significant changes will be communicated via our official website or email; continued use of the service constitutes acceptance of the updated terms.

VI. Dispute Resolution

Consumers in the EU/EEA who are unable to reach a resolution through negotiation may seek mediation via the EU’s Online Dispute Resolution (ODR) platform or Alternative Dispute Resolution (ADR) mechanisms.

Company: MAVINTER LIMITED