Terms and Conditions

Privacy Policy

User Content Ownership

Payments and Fees

Refund Policy and Right of Withdrawal

Terms of Operations and Services

Code of Ethics

General Compliance Program

Acceptable Use Policy

AML Policy

Reporting Channel

REFUND AND 
RETURN POLICY OF MUNDPAY 

This Policy governs refunds, returns, exchanges, and cancellations on the platform applicable to all transactions processed via Mundpay's checkout, covering Physical Products, Digital Products (downloads, license keys, cloud access, or streaming), and Subscriptions with recurring billing. It applies to all Users — Sellers, Buyers, Affiliates, and Producers — who interact with the Mundpay Platform, constituting an integral part of the General Terms of Use accepted at the time of 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; 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 actually contracted is defined on a transaction-by-transaction basis, according to the applicable jurisdiction, currency, and regulatory requirements.

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

2. Standard Refund Windows

Eligibility for a refund is time-limited and varies according to the type of product purchased. Physical Products are covered for up to 30 (thirty) calendar days after confirmed delivery. Digital Products purchased as a one-time purchase have a window of 7 (seven) calendar days 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 after processing, except when the request involves a billing error, duplicate charge, fraud, or unresolved access failure attributable to the platform or the Seller/Producer.

When a product page expressly offers a broader warranty window, that extended period will prevail over the standard terms above.

3. Physical Products — Return, Exchange, and Refund

To be eligible for a return or exchange, the physical product must be returned with all original accessories and, whenever possible, in its original packaging. Items with evidence of misuse or abnormal damage may have the refund reduced or canceled after inspection. The return address (RMA) is provided only after a formal request is opened through the customer portal or support channel, and the analysis period runs for up to 10 (ten) business days from the receipt and inspection of the returned item.

Return shipping costs will respect the nature of the request. In cases where the request stems from a defect and/or flaw in the product or service, shipping damage, delivery of the incorrect item, or material discrepancy between the product or service received and the description offered, the return shipping and eventual replacement may be assumed by Mundpay or the Seller/Producer.

On the other hand, in cases of return due to regret after the period of 7 (seven) calendar days, counted from the receipt of the product or the availability of the service, as well as in situations arising from the exclusive act of a third party after due delivery of the product or service — including, but not limited to, improper use —, the cost of return shipping will be the responsibility of the customer.

4. Digital Products — Refund

The standard refund period for digital products is 7 (seven) calendar days from the date of purchase. Since access to downloaded, streamed, or licensed content is released immediately after purchase activation, the simple initiation of a download, streaming session, or license key redemption does not imply, in itself, the loss of the right to a refund within the applicable window. However, when access or activation issues are reported and not resolved by Mundpay or the Seller/Producer within a reasonable timeframe, the buyer is entitled to a full refund or replacement, at their discretion.

5. Subscriptions — Cancellation and Refund

Subscriptions can be canceled at any time via support@mundpay.com.br. To avoid a future charge, cancellation is recommended at least 48 (forty-eight) hours prior to the scheduled renewal date. The first charge of any subscription is refundable within 7 (seven) calendar days. Once the renewal charge is processed, it is generally non-refundable for the period already started, unless the request falls into one of the accepted exceptions: billing error, duplicate charge, fraud, or unresolved access or service failure. No pro rata refunds are granted for unused portions of an active period outside of these situations.

6. How to Request a Refund or Return

All refund and return requests must be submitted through support@mundpay.com.br, selecting the corresponding order and opting for "Request refund/return" or "Cancel subscription", with a clear description of the reason. For physical products, the customer must wait for RMA instructions and, when applicable, the pre-paid return label before shipping the item. Requests can also be directed to support@mundpay.com.br with the order number, purchase email, product name, and support details; photographs must be attached in cases where physical damage is reported.

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

7. Processing Times and Refund Method

For physical products, the refund is processed within 10 (ten) business days after inspection of the returned item. For digital products and subscriptions, processing may be completed within 3 to 7 business days after approval of the request. Once processed, the credit 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; alternative refund channels are not available.

8. Exceptions and Special Conditions

Certain circumstances may limit or exclude refund eligibility. For physical products, items returned with damage from misuse or missing components may result in a partial or fully canceled refund after inspection. License keys or digital activations already redeemed are generally non-refundable, unless an unresolved access failure persists. Free gifts or bonuses linked to an order must be returned along with the main item, when applicable. B2B (business-to-business) purchases may follow specific conditions defined in the offer, which will prevail if they are more restrictive than these standard terms.

9. Suspension, Blocking, and Account Termination

Penalties arising from improper use of the platform, violation of these Terms, related policies, applicable legislation, or contractual obligations assumed include suspension, blocking, and deletion of the Seller/Producer account and linked products. These measures may be adopted preventively or definitively, individually or cumulatively, at the sole discretion of Mundpay, whenever conduct representing operational, financial, regulatory, reputational, or legal risk to the platform, its users, or third parties is identified. Grounds for these measures include, among others: chargeback rates above acceptable thresholds, signs of fraud, repeated buyer complaints, failure to deliver on offers, violation of intellectual property rights, and non-compliance with the Acceptable Use Policy.

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

10. Privacy

All personal and transactional data collected in connection with requests for refunds, returns, exchanges, and cancellations will be processed in strict compliance with Mundpay's Privacy Policy and applicable data protection legislation, including the LGPD (Brazil), the GDPR (European Union), and the FIPA (United States – Florida).

In compliance with the principle of purpose, such data are used for legitimate, specific, and informed purposes to the holder, covering, among others, the enabling and proof of financial operations, the preparation of internal statements of values and results, individualized customer follow-up, the offering of products and services compatible with the User's profile, as well as conducting personalized communications. The data may also be shared with card schemes, payment arrangement participants, operational partners, and competent authorities, when necessary for the proper resolution of disputes, fraud prevention, and compliance with legal and regulatory obligations.

Complete information regarding the purposes of processing, applicable legal bases, data subjects' rights, and security measures adopted are duly described in Mundpay's Privacy Policy.

11. Updates to this Policy

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 the new effective date. The current and binding version of this Policy is always the one published on Mundpay's website and reflected in the Seller/Producer account dashboard. Continued use of the platform after any update becomes effective constitutes acceptance of the revised terms.



Refund and Return Policy


1. Purpose

This Refund and Return Policy outlines the procedures and conditions under which MundPay offers refunds and exchanges for products and services purchased through its platform.

2. Coverage

2.1 Physical Products

  • 30-day money-back guarantee from the date of purchase.

  • To request a refund, customers must return the item in its original condition.

  • MundPay will provide a shipping address for return.

  • Refunds are processed after inspection and confirmation of the item's condition.

2.2 Digital Products

  • 7-day money-back guarantee from the date of purchase.

  • Refunds are issued without requiring the return of digital goods.

  • Processed within 7 days of the request, though bank or card issuer delays may apply mundpay.com.

3. General Guidelines

  • Refunds are issued to the original payment method only.

  • Refunds may take 1–2 billing cycles to appear on the customer's statement mundpay.com.

  • Some products may have extended refund periods—refer to the product’s sales page for details.

4. How to Request a Refund or Return

  1. Contact Mundpay support via email: help@mundpay.com

  2. Provide purchase details (date, order number, product name, reason for refund).

  3. Physical product requests will include a return address.

  4. Digital product refunds are processed after verification and completed within 7 days.

  5. MundPay confirms refund completion via email.

5. Conditions and Exclusions

  • Physical items must be returned in original packaging and condition. Customers are responsible for shipping costs unless otherwise stated.

  • Digital products are refundable only if unused—not accessed, downloaded, or consumed.

  • Customized or made-to-order products are non-refundable.

  • Refund requests after the applicable guarantee window (30 days for physical, 7 days for digital) will be evaluated case-by-case at MundPay's discretion.

6. Changes to Policy

MundPay may update this policy at any time to reflect changes in operations or regulations. Notice of changes will be provided via email and on the website.
This policy remains in effect until replaced.

7. Contact Information

Questions or concerns should be directed to:
help@mundpay.com. or https://mundpay.com/help



REFUND AND 
RETURN POLICY OF MUNDPAY 

This Policy governs refunds, returns, exchanges, and cancellations on the platform applicable to all transactions processed via Mundpay's checkout, covering Physical Products, Digital Products (downloads, license keys, cloud access, or streaming), and Subscriptions with recurring billing. It applies to all Users — Sellers, Buyers, Affiliates, and Producers — who interact with the Mundpay Platform, constituting an integral part of the General Terms of Use accepted at the time of 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; 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 actually contracted is defined on a transaction-by-transaction basis, according to the applicable jurisdiction, currency, and regulatory requirements.

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

2. Standard Refund Windows

Eligibility for a refund is time-limited and varies according to the type of product purchased. Physical Products are covered for up to 30 (thirty) calendar days after confirmed delivery. Digital Products purchased as a one-time purchase have a window of 7 (seven) calendar days 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 after processing, except when the request involves a billing error, duplicate charge, fraud, or unresolved access failure attributable to the platform or the Seller/Producer.

When a product page expressly offers a broader warranty window, that extended period will prevail over the standard terms above.

3. Physical Products — Return, Exchange, and Refund

To be eligible for a return or exchange, the physical product must be returned with all original accessories and, whenever possible, in its original packaging. Items with evidence of misuse or abnormal damage may have the refund reduced or canceled after inspection. The return address (RMA) is provided only after a formal request is opened through the customer portal or support channel, and the analysis period runs for up to 10 (ten) business days from the receipt and inspection of the returned item.

Return shipping costs will respect the nature of the request. In cases where the request stems from a defect and/or flaw in the product or service, shipping damage, delivery of the incorrect item, or material discrepancy between the product or service received and the description offered, the return shipping and eventual replacement may be assumed by Mundpay or the Seller/Producer.

On the other hand, in cases of return due to regret after the period of 7 (seven) calendar days, counted from the receipt of the product or the availability of the service, as well as in situations arising from the exclusive act of a third party after due delivery of the product or service — including, but not limited to, improper use —, the cost of return shipping will be the responsibility of the customer.

4. Digital Products — Refund

The standard refund period for digital products is 7 (seven) calendar days from the date of purchase. Since access to downloaded, streamed, or licensed content is released immediately after purchase activation, the simple initiation of a download, streaming session, or license key redemption does not imply, in itself, the loss of the right to a refund within the applicable window. However, when access or activation issues are reported and not resolved by Mundpay or the Seller/Producer within a reasonable timeframe, the buyer is entitled to a full refund or replacement, at their discretion.

5. Subscriptions — Cancellation and Refund

Subscriptions can be canceled at any time via support@mundpay.com.br. To avoid a future charge, cancellation is recommended at least 48 (forty-eight) hours prior to the scheduled renewal date. The first charge of any subscription is refundable within 7 (seven) calendar days. Once the renewal charge is processed, it is generally non-refundable for the period already started, unless the request falls into one of the accepted exceptions: billing error, duplicate charge, fraud, or unresolved access or service failure. No pro rata refunds are granted for unused portions of an active period outside of these situations.

6. How to Request a Refund or Return

All refund and return requests must be submitted through support@mundpay.com.br, selecting the corresponding order and opting for "Request refund/return" or "Cancel subscription", with a clear description of the reason. For physical products, the customer must wait for RMA instructions and, when applicable, the pre-paid return label before shipping the item. Requests can also be directed to support@mundpay.com.br with the order number, purchase email, product name, and support details; photographs must be attached in cases where physical damage is reported.

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

7. Processing Times and Refund Method

For physical products, the refund is processed within 10 (ten) business days after inspection of the returned item. For digital products and subscriptions, processing may be completed within 3 to 7 business days after approval of the request. Once processed, the credit 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; alternative refund channels are not available.

8. Exceptions and Special Conditions

Certain circumstances may limit or exclude refund eligibility. For physical products, items returned with damage from misuse or missing components may result in a partial or fully canceled refund after inspection. License keys or digital activations already redeemed are generally non-refundable, unless an unresolved access failure persists. Free gifts or bonuses linked to an order must be returned along with the main item, when applicable. B2B (business-to-business) purchases may follow specific conditions defined in the offer, which will prevail if they are more restrictive than these standard terms.

9. Suspension, Blocking, and Account Termination

Penalties arising from improper use of the platform, violation of these Terms, related policies, applicable legislation, or contractual obligations assumed include suspension, blocking, and deletion of the Seller/Producer account and linked products. These measures may be adopted preventively or definitively, individually or cumulatively, at the sole discretion of Mundpay, whenever conduct representing operational, financial, regulatory, reputational, or legal risk to the platform, its users, or third parties is identified. Grounds for these measures include, among others: chargeback rates above acceptable thresholds, signs of fraud, repeated buyer complaints, failure to deliver on offers, violation of intellectual property rights, and non-compliance with the Acceptable Use Policy.

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

10. Privacy

All personal and transactional data collected in connection with requests for refunds, returns, exchanges, and cancellations will be processed in strict compliance with Mundpay's Privacy Policy and applicable data protection legislation, including the LGPD (Brazil), the GDPR (European Union), and the FIPA (United States – Florida).

In compliance with the principle of purpose, such data are used for legitimate, specific, and informed purposes to the holder, covering, among others, the enabling and proof of financial operations, the preparation of internal statements of values and results, individualized customer follow-up, the offering of products and services compatible with the User's profile, as well as conducting personalized communications. The data may also be shared with card schemes, payment arrangement participants, operational partners, and competent authorities, when necessary for the proper resolution of disputes, fraud prevention, and compliance with legal and regulatory obligations.

Complete information regarding the purposes of processing, applicable legal bases, data subjects' rights, and security measures adopted are duly described in Mundpay's Privacy Policy.

11. Updates to this Policy

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 the new effective date. The current and binding version of this Policy is always the one published on Mundpay's website and reflected in the Seller/Producer account dashboard. Continued use of the platform after any update becomes effective constitutes acceptance of the revised terms.