1.1 **Transaction**: Refers to the purchase of Token products agreed upon between the Customer and MAVINTER LIMITED, wherein the Customer completes payment and we deliver the corresponding Tokens.
1.2 **Dispute**: Refers to a claim initiated by the Customer against us or the payment service provider regarding the transaction, product, delivery, or charges.
1.3 **Chargeback**: Refers to the Customer’s action of requesting the reversal of a completed transaction and the recovery of funds through their card-issuing bank or payment institution.
1.4 **EU Consumer**: Refers to a natural person residing in the EU/EEA who makes purchases for personal, non-commercial purposes; such individuals are subject to the EU Consumer Rights Directive and rules regarding Alternative Dispute Resolution (ADR) mechanisms.
2. Pre-transaction Terms
By placing an order and completing payment, the Customer acknowledges and agrees to the following:
- They have fully read and agreed to these Dispute and Chargeback Rules and the Terms of Service;
- They confirm a full understanding of the Token product attributes and acknowledge that Tokens are non-refundable and cannot be exchanged for fiat currency (unless otherwise agreed in writing by both parties);
- They confirm that the purchase is a voluntary transaction and is free from fraud, coercion, or erroneous charges;
- **In the event of billing-related issues, please contact customer service first to resolve the matter; do not initiate a chargeback directly.**
3. Dispute Resolution Process
3.1 If the Customer has a dispute regarding billing or the transaction, **they must first contact us via official customer service channels** and submit the transaction ID, order details, reason for the dispute, and relevant supporting evidence.
3.2 Upon receipt of a dispute claim, we will review the matter and provide a response within 14 calendar days; for complex cases, this period may be extended to 30 days, and the Customer will be notified in advance.
3.3 We will negotiate a refund or compensation plan only under the following circumstances:
- We failed to complete the Token delivery as stipulated in the order;
- A system error resulted in duplicate charges;
- We verify that the transaction was an unauthorized fraudulent charge (unauthorized use of the Customer's payment method). Refunds are **not supported**, and unilateral chargeback requests by the customer are **not accepted** in the following situations:
- The customer changes their mind or no longer wants the Token after purchase;
- Market price fluctuations or a drop in the Token's value;
- Customer operational errors (e.g., incorrect address entry, transfer errors, or loss of private keys);
- Asset loss resulting from the customer's failure to properly safeguard their account or private keys.
3.4 EU consumers unable to reach a resolution through negotiation may utilize the EU Alternative Dispute Resolution (ADR) mechanism for mediation or submit the dispute via the EU Online Dispute Resolution (ODR) platform.
4. Chargeback Rules
4.1 In the event of billing inquiries or transaction disputes, the customer **must first contact customer support to seek a resolution**; initiating a chargeback directly with the card issuer is not recommended.
4.2 **Initiating a chargeback without a valid reason may result in the suspension or termination of the customer's account.**
4.3 If a customer initiates an unfounded or malicious chargeback:
- MAVINTER LIMITED will submit comprehensive transaction evidence (order records, customer confirmation records, proof of delivery, and communication logs) to the payment processor and card issuer to contest the claim;
- If the chargeback is ultimately ruled against the customer, we reserve the right to recover all associated processing fees, penalties, and legal costs;
- We reserve the right to suspend or freeze the customer's access to future services and retain the right to pursue legal action to recover losses.
4.4 If the payment processor upholds the chargeback, we reserve the right to reclaim the delivered Tokens, and the customer must cooperate in returning the assets; if the Tokens have been transferred or consumed and cannot be returned, the customer is required to refund the full transaction amount. 5. EU 14-Day Cooling-Off Period Notice
In accordance with EU rules regarding the cooling-off period for distance contracts with consumers:
For **digital content products (Tokens)**, once the customer has expressly consented to the immediate commencement of delivery and acknowledged that such delivery results in the loss of the right to withdraw during the 14-day cooling-off period, the customer no longer retains the right to return or obtain a refund without cause within that 14-day period.
Before placing an order and making payment, the customer must separately check a box to confirm: **I consent to MAVINTER LIMITED immediately delivering the Token, and I understand that upon completion of delivery, I will lose my statutory EU right to withdraw from the contract within the 14-day cooling-off period.**
This notice is governed by the laws of [Insert Applicable Jurisdiction]; EU consumers may bring legal proceedings in the courts of the Member State where they habitually reside.
8. Miscellaneous
8.1 This notice forms part of the Terms of Service and carries the same legal force and effect.
8.2 MAVINTER LIMITED reserves the right to amend the contents of this notice subject to prior public notification; the new version shall take effect from the date of publication.
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