MUNDPAY’S REFUND AND
RETURN POLICY 

This Policy governs all refunds, returns, exchanges and cancellations applicable to transactions processed through the Mundpay checkout, covering Physical Products, Digital Products (downloads, license keys, cloud or streaming access), and Subscriptions with recurring billing. It applies to all Users — Sellers, Buyers, Affiliates, and Producers — who interact with the Mundpay Platform and constitutes an integral part of the General Terms of Use agreed upon at registration.

Mundpay operates through distinct legal entities depending on the nature of the transaction and the buyer's region: Mundpay Pagamentos Internacionais Ltda. (CNPJ 55.009.285/0001-13), headquartered in Rio de Janeiro, Brazil; Mund USA LLC (EIN 32-0819366), in Apopka, Florida; Mundpay LLC (EIN 36-5099929), in New York; and MundP Tech OÜ (Reg. 17270502), in Tallinn, Estonia. The entity effectively engaged is defined on a transaction-by-transaction basis according to jurisdiction, currency, and applicable regulatory requirements.

Order tracking, subscription cancellation, and all refund requests can be managed directly at support@mundpay.com.br.

2. Standard Refund Windows

Refund eligibility is time-bound and varies according to the product type purchased. Physical Products are covered for up to 30 (thirty) calendar days after confirmed delivery. Digital Products purchased as one-time transactions carry a 7 (seven) calendar day window from the date of purchase. For Subscriptions, the first charge is refundable within 7 (seven) calendar days; subsequent renewals are, as a rule, non-refundable once processed, unless the claim involves a billing error, duplicate charge, fraud, or an unresolved access failure attributable to the platform or supplier.

Where a specific product page expressly offers a longer guarantee window, that extended period shall prevail over the standard terms above.

3. Physical Products — Returns, Exchanges & Refunds

To be eligible for a return or exchange, physical items must be returned with all original accessories and, wherever practicable, in their original packaging. Items showing evidence of misuse or abnormal damage may have refunds reduced or voided following inspection. A return address (RMA) is provided only after a formal request is opened via the customer portal or support channel, and the review timeline runs up to 10 (ten) business days from receipt and inspection of the returned item.

Return shipping costs follow the nature of the claim: where the reason is a product defect, transit damage, wrong item dispatched, or a description materially inconsistent with what was received, Mundpay or the supplier bears the return and replacement freight. For change-of-mind returns or other discretionary reasons, return shipping may fall to the customer.

4. Digital Products — Refunds

The standard refund window for digital products is 7 (seven) calendar days from the purchase date. Because access to downloadable, streamed, or licensed content is granted immediately upon purchase activation, the act of initiating a download, streaming session, or license key redemption does not, by itself, forfeit the refund right within the applicable window. However, where access or activation issues are reported and are not resolved by Mundpay or the seller within a reasonable timeframe, the buyer is entitled to a full refund or a replacement at their election.

5. Subscriptions — Cancellation & Refunds

Subscriptions may be cancelled at any time via support@mundpay.com.br. To prevent an upcoming charge, cancellation is recommended at least 48 (forty-eight) hours before the scheduled renewal date. The first charge on any subscription is refundable within 7 (seven) calendar days. Once a renewal charge is processed, it is generally non-refundable for the period already initiated, unless the claim qualifies under one of the accepted exceptions: billing error, duplicate charge, fraud, or an unresolved access or service failure. No pro-rata refunds are issued for unused portions of an active subscription period outside these circumstances.

6. Requesting a Refund or Return

All refund and return requests should be submitted through support@mundpay.com.br by selecting the relevant order and choosing the “Request Refund/Return” or “Cancel Subscription” option, accompanied by a clear description of the reason. For physical products, the customer should then await RMA instructions and, where applicable, a prepaid return label before dispatching the item. Requests may alternatively be directed to support@mundpay.com.br with the order number, purchase email address, product name, and supporting details; photographs should be attached where physical damage is being reported.

Mundpay reserves the right to intervene and proceed directly with a refund to the buyer — without prior consultation with the seller — whenever it identifies circumstances that may compromise adequate service delivery, good faith in consumer relations, the regularity of offers made available on the platform, confirmed fraud, plagiarism, copyright infringement, abusive practices, or non-delivery of the purchased product. The existence of complaints filed with consumer protection agencies or public complaint platforms, as well as the absence of valid and operational customer support channels registered by the supplier, are also grounds for direct intervention.

7. Processing Times & Refund Method

For physical products, the refund is processed within 30 (thirty) business days following inspection of the returned item. For digital products and subscriptions, processing is typically completed within 7 business days after approval of the request. Once processed, credits may take 1 to 2 billing cycles to appear on the buyer’s statement, depending on the card issuer or payment network. All refunds are issued exclusively to the original payment method used at the time of purchase; no alternative disbursement channels are available.

8. Exceptions & Special Conditions

Certain circumstances may limit or exclude refund eligibility. For physical products, items returned with misuse damage or missing components may result in a partial or fully voided refund following inspection. License keys or digital activations that have already been redeemed are generally non-refundable unless an unresolved access issue persists. Bundled gifts or bonuses linked to an order must be returned alongside the main item where applicable. Business-to-business (B2B) purchases may follow specific refund conditions defined at the offer level, which shall prevail if more restrictive than these standard terms.

9. Account Suspension, Blocking & Related Measures

Penalties arising from misuse of the platform, violation of these Terms, related policies, applicable legislation, or assumed contractual duties include suspension, blocking, and deletion of the supplier/seller’s account and linked products. These measures may be adopted preventively or definitively, individually or cumulatively, at Mundpay’s sole discretion, whenever conduct representing operational, financial, regulatory, reputational, or legal risk to the platform, its users, or third parties is identified. Grounds include, but are not limited to, chargeback rates exceeding acceptable thresholds, fraud suspicions, repeated buyer complaints, non-fulfillment of offers, violation of intellectual property rights, and breach of the Acceptable Use Policy.

Suspension is a preventive and temporary measure that limits platform access, suspends checkout links, sales pages, and financial transfers pending investigation. In cases of suspected fraud, suspension may be applied for up to 120 (one hundred and twenty) business days or for the full period required by internal or external investigations. Blocking constitutes a more severe measure, applicable when evidence of an infraction or material breach is identified; it implies automatic cancellation of advertisements and offers, interruption of payment processing, and freezing of existing and future balances. Deletion constitutes the definitive closure of the account and contractual relationship, reserved for cases of confirmed fraud, repeat violations, serious breach of these Terms, material damage to the platform or to third parties, or legal orders requiring termination. Upon closure, Mundpay may debit from the account any amounts necessary to settle damages caused to third parties or to the platform itself, and future chargeback requests may continue to generate debits for up to 365 (three hundred and sixty-five) days from the original purchase date.

10. Privacy

All personal and transactional data collected in connection with refunds, returns, exchanges and cancellations proceedings is handled in strict accordance with Mundpay’s Privacy Policy and applicable data protection legislation, including the LGPD (Brazil), GDPR (EU), and FIPA (USA – Florida). Data may be shared with card networks, payment arrangement participants, and competent authorities as required for dispute resolution, fraud prevention, and regulatory compliance. Full details on data handling purposes, legal bases, data subject rights, and security measures are described in the Mundpay Privacy Policy.

11. Policy Updates

Mundpay may update this Policy at any time for operational, regulatory, or commercial reasons. Material changes will be communicated in advance and highlighted at the top of the published document with a revised effective date. The current and binding version of this Policy is always the one published on the Mundpay website and reflected in the supplier/seller’s account dashboard. Continued use of the platform after any update takes effect constitutes acceptance of the revised terms.