Refund Policy

1. Overview

At Mofami, we strive to deliver high-quality services that meet your expectations. This Refund Policy outlines the conditions under which you may request a refund for credits purchased through our platform. By purchasing credits, you agree to the terms of this policy.

2. Credit Purchases

Credits are purchased in advance and serve as the currency for accessing Mofami services. One credit is valued at €0.10 (EUR) at the base rate. Credits do not expire while your account remains in good standing.

3. Eligibility for Refunds

Refund requests are considered under the following circumstances:

• Within 14 Days: You may request a full refund of unused credits within 14 days of purchase, provided no credits have been redeemed for services.
• Technical Failure: If a service delivery fails due to a fault on our end and the issue cannot be resolved within 5 business days, you may request a refund of the credits used for that service.
• Duplicate Charges: If you were accidentally charged more than once for the same transaction, the duplicate amount will be refunded in full.
• Legal Requirement: Refunds may be issued where required by applicable consumer protection laws.

4. Non-Refundable Situations

Refunds will not be granted in the following cases:

• Credits that have already been redeemed or partially used for services
• Purchases made more than 14 days ago (unless required by law)
• Requests arising from a change of mind after services have been initiated
• Accounts terminated due to violation of our Terms of Service or Acceptable Use Policy
• Promotional or bonus credits granted free of charge
• Purchases made using cryptocurrency or other non-reversible payment methods

5. Refund Process

To request a refund:

1. Contact our support team at [email protected] with your order number and reason for the refund request.
2. Our team will review your request within 3 business days and may request additional documentation.
3. Approved refunds will be processed to the original payment method within 10 business days.
4. You will receive a confirmation email once the refund has been initiated.

6. Partial Refunds

In certain cases, we may offer partial refunds for unused credits at our discretion. The refund amount will be calculated based on the proportion of credits remaining, less any promotional bonuses that were applied to the original purchase.

7. Payment Method Refunds

Refunds are issued to the original payment method used during purchase. If the original payment method is no longer available (e.g., expired card or closed account), we will work with you to find an alternative refund method. Bank transfer refunds may take longer to process and may incur bank fees, which will be deducted from the refund amount.

8. Promotional Credits

Credits received as part of a promotion, referral bonus, or complimentary grant are non-refundable and non-transferable. These credits may be used for services but hold no cash value and cannot be exchanged for money.

9. Chargebacks

We encourage you to contact us directly if you are dissatisfied with your purchase. Initiating a chargeback through your bank or payment provider without first contacting us may result in the suspension of your account. We reserve the right to dispute fraudulent chargebacks and provide evidence of the transaction to the payment processor.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated effective date. For material changes, we will notify active users via email.

11. Contact Us

For refund requests or questions about this policy, please contact us at [email protected] or through the support form in your dashboard.