Refund, Return and Cancellation Process - MXTera

Refund, Return and Cancellation Process - MXTera
Refund Policy
All sales made on MXTera are final, and refunds will not be granted except under the following conditions:

1.1 The buyer has not received the order. As long as the product has not been delivered or has been partially delivered, cancellation and refund are possible at any time. See the "Cancellation Policy" section for more details.

1.2 The product received by the buyer does not match the description presented on the product page.

The refund policy does not cover the following cases:

2.1 Buyers have confirmed receipt of the order and attested to their satisfaction.

2.2 Transactions made outside the MXTera marketplace.

2.3 Refunds will not be issued in the following scenarios:

Buyer dissatisfaction with the product after confirmation of delivery.
Purchase by mistake or remorse after purchase.
When the buyer does not verify the minimum requirements for use of the product purchased before purchase.
2.4 By purchasing any product from MXTera, the buyer understands, accepts and acknowledges the terms of this policy and the associated disclaimer.

2.5 MXTera does not cover fraudulent claims and reserves the right to take legal action or permanently suspend accounts that file fraudulent claims.

Buyers should confirm receipt of the order only after verifying that the delivered product complies with the description and is in working condition. By confirming receipt, the buyer is closing the transaction and payment will be released to the seller.

If no claim is filed within 72 hours after delivery of the order, the buyer is deemed to have accepted the product or service purchased. Completed orders are not eligible for refund.

In the case of commercial disputes, the buyer has 48 hours to respond to requests from MXTera's support team, providing information and evidence for validation. Failure to respond within the stipulated time frame will be considered as automatic resolution of the dispute in favor of the seller.

MXTera does not cover payment disputes or chargebacks made outside of its platform. If the buyer requests a chargeback directly to the payment provider, the investigation and any refund or cancellation requests on the platform will be automatically closed.

All Sales Contracts are concluded exclusively between the buyer and the seller. MXTera can assist in resolving disputes, but is not responsible in any way for the Sales Contracts made.

For orders that have already passed the verification phase and have not been delivered, MXTera's handling fee will not be refunded.

Refunds can be made in MXTera Credits, which can be used on future purchases, or to the buyer's original payment method.

If the payment has not passed the initial verification phase, the refund will be processed directly to the payment method used for the purchase.

The time it takes to complete the refund depends on the payment method used by the buyer. In some cases, it may take up to 14 business days due to the processing policies of each banking institution.

Product Category: Direct TopUp
Buyers must carefully read the product description before finalizing the purchase, confirming that the following information is correct:

Game name;
Server;
Account name or character ID;
Amount of TopUp or credit purchased.
MXTera is not responsible for errors caused by negligence or false information provided by the buyer. Such errors may result in non-delivery of the product or other damages, and any losses will be the sole responsibility of the buyer.

Cancellation Policy
Order Status and Cancellation Request
For any cancellation request, the buyer must click on the “Cancel Order” button and fill out the cancellation form, including:

Reason for Cancellation
Desired Refund Method (credit on the platform or original payment method).
MXTera will process the request based on the order status.

When a buyer places a new order, an email and alert will be sent to the seller. If the buyer cancels the order at this initial stage, the request will be automatically processed and the refund will be issued.
Once the seller has seen the basic order information, such as server and quantity (but not the character ID), the order will move to the preparation stage. If the buyer requests cancellation during this stage, the order will be:
Automatically canceled by the system if the seller does not respond to the request within 6 hours.
Immediately canceled if the seller accepts the cancellation.
Automatically canceled after 48 hours if the seller does not start preparation.
Once the seller has access to the full order information (such as character ID, Steam link, or other essential delivery data) and preparation is complete:
The buyer can still request cancellation, but the order will only be canceled if the seller approves the request.
If the seller does not respond to the cancellation request within 36 hours, the system will automatically cancel the order.
Once the order has been marked as delivered by the seller, the buyer will have up to 3 days to confirm delivery and release the funds to the seller by clicking “Confirm Received” on the order page.

If the buyer does not confirm delivery within this time frame, the system will consider the order as delivered and automatically release the funds to the seller.

Return Policy
Once a transaction is complete, returns will not be accepted under any circumstances. By completing the purchase, the buyer agrees to accept the purchased item and finalize the transaction.

Do not return in-game items under any circumstances, even if the request is made by the same character you just traded with.

Warning: Requests to return items are often scam attempts. The buyer is solely responsible for their actions should they choose to return the items.

Non-Recurring Payment Policy
MXTera does not offer recurring or subscription payment services. All payments are for one-time transactions, and apply to all product categories, such as:

Gift Cards
Video Games
Software
Game Items and Credits
Game Top-Up Services
The buyer is responsible for entering the required information at the time of purchase, including:

Quantity of item or credit;
Character name;
Server name and type;
Additional notes or instructions for the seller, where applicable.
The final purchase amount, including any applicable fees or taxes, will be clearly displayed before payment is finalized. The buyer should review the order details carefully before confirming.

If the final amount is not correct, the buyer has the option of not proceeding with the purchase.

MXTera assumes no liability for any losses caused by the buyer's negligence or incorrect information provided during the order process.

Local Currency and Store Credits Specifications
Note for users with a specific currency (e.g. BRL or other local currencies):

If you use store or merchant credits in a specific currency and are no longer located in that country, your credits will be automatically converted to your current local currency, according to your registered address or mobile number country.

We reinforce that store credits purchased before automatic conversions must be used before the announced deadline, to avoid possible changes or interruptions.

The conversion process will be carried out automatically by MXTera's system, without the need for intervention.