REFUND POLICY AND RIGHT OF WITHDRAWAL

1. Purpose and Scope

This Policy governs refunds, returns, exchanges, cancellations, chargeback management, and the platform fee structure applicable to all transactions processed via Mundpay 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), based 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, in accordance with 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

Refund eligibility is limited by time and varies depending on 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-off purchase contain a window of 7 (seven) calendar days from the purchase date. 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 their refund reduced or cancelled after inspection. The return address (RMA) is provided only after formal opening of the request 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 arises from a defect and/or fault in the product or service, transport damage, incorrect item shipping, or material divergence between the product or service received and the description offered, return shipping and eventual replacement may be assumed by Mundpay or the Seller/Producer.

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

4. Digital Products — Refund

The standard refund window for digital products is 7 (seven) calendar days from the purchase date. As access to downloaded, streamed, or licensed content is released immediately upon purchase activation, simply starting a download, streaming session, or redeeming a license key does not imply, in itself, the loss of the right to 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 cancelled at any time via support@mundpay.com.br. To avoid a future charge, cancellation is recommended at least 48 (forty-eight) hours in advance of 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 under 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 assumptions.

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", along 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 a refund to the buyer — without prior consultation with the Seller/Producer — whenever it identifies circumstances that could compromise the proper provision of the service, 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 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 Form of Refund

For physical products, the refund is processed within 10 (ten) business days after the returned item is inspected. For digital products and subscriptions, processing can be completed within 3 to 7 business days after the request is approved. Once processed, the credit can 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 disbursement 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 cancelled refund after inspection. License keys or digital activations already redeemed are generally non-refundable, except when an unresolved access failure persists. Free gifts or bonuses tied to an order must be returned together 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. Chargeback Policy

9.1 Definition

A chargeback or dispute occurs when a cardholder contests a transaction directly with their issuing bank or payment network, requesting cancellation, reversal, or refund of the charge. The dispute is communicated through the payment scheme chain to Mundpay, which, acting as Merchant of Record in international operations and in the United States, assumes formal responsibility for managing and responding to such disputes before acquirers, sub-acquirers, brands, and issuers. In domestic Brazilian operations, Mundpay acts as an intermediary marketplace and handles disputes in its capacity as a payment processor, without assuming ownership of the commercial relationship between buyer and Seller/Producer.

As a participant in the payment scheme ecosystem, Mundpay adopts proactive risk management mechanisms, including fraud prevention, loss mitigation, and protection of the financial integrity of all operations processed on its platform. These mechanisms can be applied before, during, or after a formal chargeback notification, and the Seller/Producer acknowledges that such measures are a necessary and proportionate feature of operating within the regulatory frameworks of the card networks.

9.2 Reserve and Retention of Funds

Mundpay reserves the right to retain funds from transactions carried out by the Seller/Producer for up to 120 (one hundred and twenty) calendar days, establishing an initial financial reserve of up to 30% (thirty percent) on transacted amounts to cover chargebacks, disputes, chargebacks, cancellations, and related occurrences. This retention percentage may be reviewed and increased — including retroactively — up to 100% (one hundred percent) of transacted amounts whenever disproportionate increases in chargeback rates, atypical spikes in disputes, abrupt changes in transaction volume, or any indicators of increased operational, financial, or reputational risk are identified.

The retention period may be further extended when there are ongoing judicial, administrative, or arbitration proceedings related to the transactions in question, lasting until final resolution, including final unappealable judgment. In these cases, the retained funds may be used to cover losses, court costs, settlements, attorney's fees, and any charges arising from the dispute.

9.3 Preventive Measures

When evidence of suspicious, fraudulent transactions or transactions with a high risk of generating chargebacks is identified — especially when the rate threatens to exceed 1% (one percent) of transactions processed in the last 30 days — Mundpay may preventively cancel sales, initiate reversals or refunds directly to buyers, and block settlement flows, with the goal of mitigating systemic damage and avoiding the formal recording of disputes with issuers and schemes. Likewise, if transaction data linked to the Seller/Producer is identified in fraud databases shared by payment network participants or anti-fraud systems, Mundpay may immediately reverse the corresponding amounts and debit them from the Seller/Producer's virtual account without prior notice.

A chargeback rate of less than 1% (one percent) of total transactions settled in the last 30 (thirty) days is considered the acceptable operational threshold. Exceeding this threshold triggers a graduated response, including formal notifications, additional reserves, withdrawal restrictions, suspension of operations, or account blocking, which may lead to permanent closure in the face of ongoing non-compliance.

9.4 Defense Process

Once the chargeback is formally reported by the payment scheme participants, the full disputed amount is immediately debited from the Seller/Producer's virtual account as a provisional measure to restore the system's financial balance. The Seller/Producer may be granted, at the sole discretion of Mundpay and in accordance with the scheme deadlines, up to 10 (ten) calendar days from notification to present an administrative defense, providing complete, reliable, and verifiable documentation. Depending on the nature of the product or service, the required documentation may include proof of delivery or availability of the service, logistics records with tracking codes, electronic purchase authentication records (such as IP logs, device fingerprinting, or two-factor authentication), evidence of the buyer's active participation in the contract, copies of communications with the buyer, proof of access or consumption of the digital product, commercial policies in force at the time of sale, and any other materials requested by Mundpay or the scheme participants.

Failure to present documentation within the stipulated period, its incomplete submission, or the presentation of elements considered insufficient by the scheme founders will result in the loss of the right to administrative defense and the definitive confirmation of the chargeback. The final decision on reversing or maintaining the dispute lies exclusively with the issuers, brands, and founders of the payment arrangement; Mundpay acts only as an intermediary in transmitting the information and documents submitted, with no influence over this result. If the balance is insufficient to cover a confirmed chargeback debit, Mundpay may adopt collection measures, offset future credits, and file appropriate judicial and extrajudicial measures.

9.5 Ethoca & Verifi Services

Mundpay participates in the Ethoca and Verifi Alert Services, affiliated with the Mastercard network, which provide real-time fraud and chargeback alerts for transactions made with Mastercard and Visa cards. All transactions subject to such alerts, once received or confirmed, can be automatically reversed. For each reversal carried out as a result of these alerts, the customer may be charged a fee of up to R$ 200.00 (two hundred reais), debited at the time the alert is received by Mundpay. This fee is subject to annual adjustment in June, based on the positive variation of the official accumulated inflation index in the previous twelve months.

9.6 Pre-chargeback

Mundpay may apply a pre-chargeback mechanism, which, in conjunction with its payment partners and acquirers, may also be operationally treated as a preventive refund. This is a protection measure based on alerts issued by partners, with the aim of safeguarding the operation of Sellers/Producers and the integrity of transactions processed on the Platform.

Once the risk alert is identified, Mundpay can automatically refund the transaction to the final customer, before formalizing a chargeback, as a way to mitigate financial losses, penalties with acquirers, and negative impacts on the Seller/Producer's operational indicators.

10. Platform Fees and Internal Adjustments

10.1 FEE STRUCTURE AND ACCESS

Mundpay applies processing fees on each transaction completed through the platform, which are defined based on objective criteria, including the type of product or service, the payment method used, the plan of the Seller/Producer, and the region of the buyer. Information regarding current fees can be consulted at any time by the User directly on their dashboard, where the values applicable to transaction processing, any currency conversion charges, as well as the existence of reserves or retention of funds are broken down in a clear and transparent manner.

In this context, the fees cover, as applicable, the remuneration for processing transactions — which varies according to the payment method adopted, including, but not limited to, instant payments, bank slips, and credit cards —, in addition to charges related to chargebacks, payout costs, and values destined to the constitution and maintenance of a security reserve.

For purely reference purposes, such charges may reach, as the case may be, the limit of up to 12% (twelve percent) of the transaction value plus USD 1 (one USD) per processed transaction; up to USD 30 (thirty USD) per chargeback occurrence; up to USD 15 (fifteen USD) per withdrawal request; and up to USD 30 (thirty USD) per chargeback alert, and these parameters may be adjusted according to the commercial, operational, and risk particularities applicable to each User.

10.2 INTERNAL FEE ADJUSTMENTS

The fees, charges, and other amounts billed by Mundpay for the use of the platform may, at any time, be reviewed, adjusted, created, or discontinued at the sole discretion of Mundpay, whenever such measure is deemed necessary for the proper maintenance of economic and operational balance, the sustainability of the platform, or the better continuity of the Seller/Producer's activities conducted through Mundpay. Such internal adjustments reflect the evolved costs of payment processing infrastructure, compliance, risk management, and technological development, and constitute an inherent feature of the commercial relationship established by these Terms.

Changes in fees will always be communicated in advance, by email or notification on the platform, before they take effect. It is recommended that Sellers/Producers regularly monitor the fee schedule available in their account on the Mundpay dashboard.

Any change to the platform's standard fee schedule will be communicated to Sellers/Producers in advance through at least one of the following channels: email notification sent to the email address registered on the account, or notification on the platform, visible at login. Continued use of the platform after any fee change takes effect constitutes tacit acceptance by the Seller/Producer of the new conditions, without prejudice to the Seller/Producer's right to terminate the contract in accordance with the terms provided, if they choose not to accept the new fees.

10.3 FOREIGN EXCHANGE AND CURRENCY FLUCTUATION (FX)

For international and cross-border transactions, fees, settlements, and transfers may be subject to currency conversion. The applicable exchange rate is determined at the time of settlement and reflects the prevailing foreign exchange (FX) market conditions, which fluctuate continuously. Mundpay uses exchange rates obtained from large financial institutions, payment network references, or widely recognized market benchmark providers, updated at regular intervals according to objective and pre-established criteria.

Sellers/Producers operating in multiple currencies expressly acknowledge that amounts received in local currency may vary due to exchange rate fluctuations occurring between the transaction date and the settlement date, and that Mundpay assumes no responsibility for gains or losses resulting from such variations. Any applicable currency conversion fee is disclosed separately in the Seller/Producer's account and is included in the fee schedule accessible through the dashboard.

10.4 RESERVES AND BLOCKS

In addition to the reserves related to chargebacks described in Section 9, Mundpay may apply risk reserves to the Seller/Producer's balance to cover possible refunds, disputes, fines from acquirers, or other financial exposures identified through risk monitoring. The applicable reserve amount, its duration, and the conditions for release are communicated to the Seller/Producer and are accessible through the account dashboard. Reserves do not constitute a penalty, but rather a protection mechanism that is an integral part of Mundpay's standard risk management framework.

11. Suspended Account, Blocks, and Closure

Penalties arising from improper use of the platform, violation of these Terms, related policies, applicable legislation, or assumed contractual obligations include suspension, blocking, and deletion of the Seller/Producer's account and linked products. These measures can 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, non-fulfillment of offers, infringement of intellectual property rights, and breach of 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, the suspension may be applied for up to 120 (one hundred and twenty) business days or the full period required by internal or external investigations. Blocking is a more serious measure, applicable when there is evidence of violation or material breach; it implies the automatic cancellation of advertisements and offers, the interruption of payment processing, and the freezing of existing and future balances. Deletion represents the definitive closure 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 closure, Mundpay may debit from the account the amounts necessary to indemnify 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 purchase date.

12. Minimum Limit for Payout Requests

Making withdrawals on the Platform is conditioned on meeting minimum values established by Mundpay, which aim to ensure operational feasibility, the efficiency of financial processing, and the proper management of transactional costs. These parameters are defined according to the nature of the operation and the applicable settlement currency.

For accounts operating in national currency (Real – BRL), the minimum amount for withdrawal request may be up to R$ 150.00 (one hundred and fifty reais), applicable to transactions carried out in Brazilian territory. In turn, for accounts or operations linked to foreign currency (United States Dollar – USD), the minimum amount for withdrawal request may be up to USD 70.00 (seventy dollars), applicable both to transactions carried out in Brazil and abroad, whenever financial settlement occurs or is requested in foreign currency.

The amounts actually applicable will be duly detailed in the User's dashboard, under the section "Financial → Fees", where they can be consulted at any time in a clear and accessible format.

Mundpay reserves the right to review, change, or update the minimum withdrawal amounts at any time, upon prior communication to Users through its official channels, whenever such measure proves necessary to maintain the operational, financial, or regulatory balance of the Platform.

13. Privacy

All personal and transactional data collected in connection with refund requests, chargeback procedures, and fee operations are treated 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 purpose principle, such data is used for legitimate, specific goals informed to the holder, including, among others, the enabling and proof of financial operations, the preparation of internal statements of values and results, individualized customer tracking, the offering of products and services compatible with the User's profile, as well as the execution of personalized communications. 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.

Full information regarding processing purposes, applicable legal bases, holders' rights, and adopted security measures are duly described in Mundpay's Privacy Policy.

14. Updates to this Policy

Mundpay may update this Policy at any time for operational, regulatory, or commercial reasons. Relevant 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 the Mundpay website and reflected in the dashboard of the Seller/Producer's account. Continued use of the platform after any update takes effect constitutes acceptance of the revised terms.