Refund Policy

MENTRA.GG - REFUND POLICY
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EFFECTIVE DATE: July 1, 2024
DATE OF LATEST UPDATE: July 1, 2024

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MSS Mentra Services & Solutions Ltd, a limited liability company organized pursuant to the laws of the Republic of Cyprus, owns, manages and operates the website www.mentra.gg and its corresponding web and mobile applications (collectively referred to as the “Platform”).
The Platform is intended to facilitate the sale, transfer and purchase of digital products, such as intellectual property, software and digital currencies.
The Platform serves as an online marketplace for digital products. Sellers may offer for sale and sell digital products on the Platform, provided the digital products offered for sale comply with the Platform’s Terms of Service, and are not prohibited, and not prohibited. Buyers may purchase any such digital products offered for sale on the Platform by placing an order and paying the corresponding fee.
Except as otherwise provided in this Refund Policy, purchases of digital products on the Platform are final. The present Refund Policy sets forth the terms upon which refunds may be provided, the submission of refund requests and the handling of chargebacks. Considering the nature of the products offered for sale on the Platform, refunds shall only be issued in accordance with the present Refund Policy.

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The following capitalized terms, when used in this Refund Policy shall have the meanings set forth below, unless the context requires otherwise:
“Buyers” shall refer to users of the Platform engaging in the purchase of any one (1) or more Products on the Platform.
“Company” shall refer to MSS Mentra Services & Solutions Ltd, a Cyprus company, whose registered address is located at Georgiou Karaiskaki 11-13, Carisa Salonica, Office 102, 7560 Pervolia, Larnaca, Republic of Cyprus. For reference purposes, the Company owns, manages and operates the Platform.
“Order” shall refer to an order for one (1) or more Products placed and paid by a Buyer via the Platform.
“Products” shall refer to all digital products listed as available for purchase and/or purchased on the Platform. Products may include, without limitation, intellectual property, digital currencies, digital items and software.
“Refund Policy” or “Policy” shall refer to the latest version of the present Refund Policy, as may be amended or updated by the Company from time to time.
“Sellers” shall refer to users approved by the Company to sell Products on the Platform, and who hold a valid merchant account on the Platform.
“Terms of Service” shall refer to the latest version of the Platform’s Terms of Service, as may be amended or updated by the Company from time to time. The Terms of Service are published and accessible on the Platform.

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The present Refund Policy is intended to be read in conjunction with the Platform’s Terms of Service. The Terms of Service provide an overview of the Buyers and the Sellers’ obligations, permitted and prohibited Products, the Company’s limited liability, disclaimers, and other provisions relating to the usage of the Platform.
Both the Terms of Service and the present Refund Policy apply to the usage of the Platform as well as the sale and purchase of Products thereon. For reference purposes, both the Terms of Service and this Policy are published and available for review on the Platform.
In case of any discrepancy or contradiction between the present Refund Policy and the Terms of Service, the present Refund Policy shall prevail with respect to refunds of Products, refund requests and chargebacks.

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Unless otherwise provided in this Refund Policy, all Product sales conducted on the Platform are final. Due to the digital nature of the Products, Orders may not be refunded or canceled, except in strict compliance with this Policy.

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Each Buyer hereby confirms having examined, to its full satisfaction, all relevant information pertaining to the Products, prior to placing an Order. Upon placing the Order, the Buyer agrees to be bound by the payment obligations contained in the Order.
Upon placing an Order, the Buyer agrees not to initiate any chargeback with its financial institution with respect to the payment for the Order.

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The Buyer shall be granted a seventy-two (72) hour delay as of the delivery of the Product(s) ordered to submit a confirmation of the Buyer’s receipt of the Order. The Buyer shall use the payment system provided on the Platform to confirm the Product(s) received comply with the terms of the Order.
If the Buyer does not confirm the Product(s) ordered have been received within the seventy-two (72) hour delay, the Order shall be marked as auto-confirmed.
Alternatively, the Buyer may request a refund within the seventy-two (72) hour delay if the Product(s) received do not comply with the terms of the Order.
No refunds shall be provided if:
(i) the Buyer confirmed the receipt of the Product(s) in compliance with the Order; or
(ii) the Order was deemed auto-confirmed due to inaction on the Buyer’s part within the seventy-two (72) hour window.

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The Company is committed to ensuring Buyers’ satisfaction with respect to Products purchased on the Platform. Refunds for Orders placed may only be provided by the Company if the Product(s) subject to the Order are:
(i) not delivered and/or accessible due to the fault of the Seller or the Company. For reference purposes, refunds shall not be granted if the Products are not available due to poor Internet connection, technical difficulties, or other circumstances beyond the Company’s control;
(ii) not functional or operational; or
(iii) inconsistent with the listing or the description listed on the Platform.
Notwithstanding the foregoing, the Company may but shall be under no obligation to offer full or partial refunds in case of the theft or unauthorized usage of the Buyer’s payment information. The decision shall be rendered by the Company at its sole discretion. In such case, the Company may ask that the Buyer provide proof of the unauthorized usage or theft.

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As stated, to request a refund, the Buyer shall submit a refund request within seventy-two (72) hours of receipt of the Product(s) ordered. Any refund request submitted after the seventy-two (72) hour delay shall be automatically denied. If the Buyer can demonstrate that the Buyer was unable to provide the refund request within such deadline due to Force Majeure, illness, or otherwise, the Company may, at its discretion and without obligation, extend the deadline on an exceptional basis.
The refund request must be submitted in writing by the Buyer and sent to the Company’s attention by email to [email protected].
If the Buyer is requesting a refund due to a complaint about the Products’ functionalities, the Buyer shall send a detailed email describing the complaint and the requested resolution. The Company reserves the right to request additional information to review the refund request.

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In the event that a Buyer initiates a chargeback with respect to an Order, the Buyer shall be responsible for the repayment of the cost of the Order and the fees listed in this Refund Policy. The Buyer shall pay the Company for the cost of the Order immediately upon the Buyer’s receipt of a written notice.
Nonetheless, the Buyer’s banking institution may handle the chargeback according to its policies and applicable regulations, in which case, the outcome of the chargeback shall be determined by the banking institution.

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The Company shall charge the Seller a fixed fee of nineteen Euros (19€) for every refund chargeback instituted by a Buyer of the Seller’s Product(s), regardless of the outcome. The Seller shall be responsible for paying such fixed fee upon the submission of the refund request, or the Company may withdraw such fee from the Seller’s merchant balance, at the Company’s discretion. The amount subject to the chargeback shall then be removed from the Seller’s merchant balance.
In the event that the chargeback is maintained by the banking institution, thereby resulting in a loss for the Company, the Company reserves the right to institute legal action against the Buyer. The prevailing party shall be entitled to recover reasonable attorney fees and legal costs.

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The Company is committed to handling refund requests in a timely and efficient manner.
The Company shall promptly notify the relevant Seller of the refund request. After the refund request is submitted, the Buyer shall be notified that the refund request is pending. Until the refund request is handled by the Company, the Buyer may withdraw or cancel its refund request by sending an email to the Company if the refund is no longer required.
The Company shall assess all refund requests objectively based upon the terms of this Refund Policy. Unless otherwise stated by the Company, the decision rendered with respect to the refund request shall be final.

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Buyers understand that the Company is under no obligation to issue refunds. The refunded amount and processing time are subject to the present Refund Policy, and the Company’s decision of whether or not to issue a refund. The Company shall not be liable to the Buyer for its refusal to provide a refund.

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The Company shall issue a refund of the Order if the Company deems that the Buyer’s refund request is founded based on the criteria set forth in this Refund Policy. The fees paid for the Product(s) shall then be refunded or credited to the requesting Buyer, except for credit card processing fees or bank transfer fees, as applicable.
Upon the Company’s acceptance of the refund request, the issuance of the refund to the Buyer may take up to ten (10) business days for payment processing purposes.

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Upon the Company’s acceptance of the refund request, the Buyer shall no longer be permitted to use the Products subject to the refunded Order.
The Buyer shall be responsible for deleting the Products from the Buyer’s computer, mobile device, and tablet and ensuring the Buyer and any third party acting on behalf of the Buyer no longer benefit from access to such Products.

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The Company may update this Refund Policy, without notice, to comply with applicable and evolving laws and regulations. Further, the Company may also update this Refund Policy, at any time, at its discretion, to reflect changes made to the Platform, its operations, and business.
The updated Refund Policy shall be published on the Platform, and shall specify the date of the latest update.

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For any additional information, questions, or to verify the status of a refund request, please contact the Company by email at [email protected]. Note that phone support is currently unavailable.
The Company is dedicated to providing assistance and ensuring that any concerns regarding refunds are addressed promptly and professionally.