Refund Policy

This policy explains the circumstances under which a customer may request a full or partial refund for services purchased through Mulanui Services and how refund requests are reviewed and processed.

By placing an order, the customer acknowledges that they have reviewed the relevant service details and this Refund Policy before purchase.

Nothing in this policy is intended to restrict any mandatory rights available to the customer under applicable law or binding rules of the payment service provider used for the transaction.

When Can a Refund Be Requested?

A customer may be eligible for a full or partial refund in circumstances including:

The order is cancelled before fulfillment begins.
Mulanui is unable to begin fulfillment for a reason attributable to the Platform or fulfillment team.
Mulanui is unable to complete the service for a reason attributable to the Platform or fulfillment team.
The purchased service was not provided.
The service provided materially differs from its description at the time of purchase.
Part of the service remains unfulfilled and the failure to complete it is attributable to Mulanui or the fulfillment team.
A refund is otherwise required under applicable law or binding payment-provider rules.

Each refund claim is reviewed individually based on the order status, the service purchased, the portion already fulfilled, and the actual cause of the issue.

When Is a Refund Not Available?

Subject to the customer's mandatory rights, a customer may not be eligible for a full or partial refund in circumstances including:

The requested service has been fully completed according to its description.
A portion of the service has been successfully completed and the refund request relates to the portion already fulfilled.
The customer provided incorrect or incomplete information that prevented fulfillment.
The customer failed to provide information or account access required to fulfill the service after being requested to do so.
The customer refused to provide reasonable cooperation or requirements necessary to complete the service.
The customer changed their mind after fulfillment had already started, unless another eligible refund circumstance applies.
A game publisher takes action against the game account, including a warning, restriction, suspension, or ban, where the action was not directly caused by misconduct or unauthorized activity attributable to Mulanui or the fulfillment team.
Fulfillment becomes impossible or delayed due to game updates, server issues, outages, technical restrictions, or other circumstances beyond Mulanui's reasonable control.
The service or Platform is used in violation of the Terms of Service or for fraudulent or abusive purposes.

Nothing above prevents a customer from exercising a refund right that is mandatory under applicable law or binding payment-provider rules.

When Does Fulfillment Begin?

Fulfillment is considered to have started when the Mulanui team takes actual and substantive steps to perform the order.

Depending on the service, this may include:

Beginning actual work on the game account.
Beginning the requested tasks or activities.
Beginning exploration, resource farming, or account progression.
Taking other substantive fulfillment actions directly associated with the purchased service.

Receipt of an order or waiting for assignment to a fulfillment team member does not, by itself, constitute the start of fulfillment unless substantive work has actually begun.

The exact starting point may vary depending on the type of service and nature of the order.

Partial Refunds

Where part of a service has been completed but the remaining portion cannot be completed for a reason attributable to Mulanui or the fulfillment team, a partial refund may be issued in reasonable proportion to the unfulfilled portion.

When determining a partial refund amount, Mulanui may consider:

The nature of the service.
The portion actually completed.
The remaining portion.
The price of the service or its components.
The circumstances that prevented completion.

Successfully completed portions of a service are generally not included in the refundable amount unless Mulanui determines otherwise or applicable law or payment-provider rules require otherwise.

Requesting a Refund

Refund requests may be submitted through the support channels available on the Platform or by email:

info@mulanui.shop

Customers are encouraged to submit a request within 7 days of order completion or from the date they become aware of the issue giving rise to the refund claim.

Requests submitted after this period may still be reviewed in exceptional circumstances or where the nature of the issue reasonably prevented the customer from submitting the request within the stated period.

We may request reasonable information necessary to identify the order and verify the issue.

Refund Review

Refund requests are reviewed individually and may take into account:

The order status on the Platform.
Details of the purchased service.
The portion actually completed.
Fulfillment progress.
Communications and instructions associated with the order.
Available fulfillment records or evidence.
The reason for the refund request.
The circumstances that caused the issue.
Relevant payment or refund information where necessary.

Mulanui may request additional information where reasonably necessary to verify order details or the basis of the claim.

Refund Approval

When a refund is approved, the eligible amount is determined based on the order status and the portion qualifying for a refund.

The approved amount may be credited to a separate balance within the customer's Mulanui account called "Refund Balance."

Refund Balance is separate from cashback, promotional rewards, and fulfillment team earnings.

Refund Balance

When an approved refund is credited to Refund Balance, the customer may:

Use the balance to purchase other services available on Mulanui.
Request that eligible funds be returned to the original payment method where supported by the original payment provider.

Returns to the original payment method are subject to the rules and procedures of the payment provider that processed the original transaction.

Crediting an amount to Refund Balance within Mulanui does not remove the customer's ability to request a return to the original payment method where such return is available under applicable law and payment-provider rules.

Return to the Original Payment Method

Where a customer requests that eligible Refund Balance be returned to the original payment method and such a return is supported, it will be processed as a refund associated with the original transaction.

The time required for the funds to appear may vary depending on:

The payment service provider.
The bank or card issuer.
The payment network.
The payment method used.
Currency and country.
Review or processing requirements applicable to the transaction.

Mulanui does not control the time required by a bank or payment provider to make the funds available after a refund request has been successfully submitted.

If returning the funds to the original payment method is technically unavailable, the matter will be handled in accordance with applicable payment-provider rules and law, and the customer may be contacted to determine the appropriate next step.

Refund Balance Restrictions

Refund Balance is not a bank account or a general-purpose money storage or transfer facility.

Refund Balance may not be used to transfer funds between users or to move a payment from its original payment method to an unrelated or different payment method.

For example, a customer may not fund a transaction using a card and then use the refund system to withdraw the funds to an unrelated bank account, cryptocurrency wallet, or another user.

Mulanui may restrict or temporarily hold a refund or return request where reasonably necessary to investigate fraud or misuse or to comply with payment-provider or legal requirements.

Cashback and Rewards

Cashback, promotional credit, and rewards are not Refund Balance unless expressly identified as such.

These balances are governed by the Wallet and Balance Terms and may be limited to use within Mulanui and may not be withdrawable or redeemable for cash.

Refund Balance, cashback, rewards, and fulfillment team earnings are maintained as separate balance types and are subject to different rules.

Payment Processing Fees

Payment providers may charge fees associated with processing a transaction or refund.

Whether payment processing fees are refundable depends on the payment provider's rules, applicable law, and the nature of the transaction.

Where a payment provider does not return processing fees to Mulanui, certain fees may be excluded from the refundable amount only to the extent permitted by applicable law and payment-provider rules.

No amount will be excluded from a refund where its return is mandatory under applicable law or binding payment-provider rules.

Game Publisher Actions

Mulanui is not affiliated with, endorsed by, or officially supported by the game publishers mentioned on the website.

Any decision concerning a game account, including a warning, restriction, suspension, or ban, is made by the relevant game publisher under its own policies and systems.

A game publisher action does not automatically qualify a customer for a refund.

Any related claim will be reviewed based on:

The reason for the action, if known.
The circumstances of the order.
Whether the Mulanui team remained within the scope of the purchased service.
Whether unauthorized activity or misconduct by Mulanui or the fulfillment team contributed to the action.
Any mandatory rights applicable to the customer.

Payment Disputes

If a customer has an issue with an order or payment, we encourage them to contact Mulanui support first so that the matter can be reviewed and an attempt can be made to resolve it.

This does not prevent the customer from exercising any available right to dispute a payment through their bank or payment service provider.

Mulanui may provide order information, fulfillment records, communications, and other relevant evidence to a bank, payment provider, or payment network when responding to a payment dispute or chargeback.

Refund Policy Abuse

Fraudulent, misleading, or abusive refund requests, including attempts to obtain services without paying for them, are prohibited.

This may include:

Providing false information about the fulfillment status of an order.
Attempting to obtain a refund for a portion of a service that was properly completed.
Using Refund Balance to move funds between different payment methods or users.
Abusing payment disputes or refunds with the intention of retaining both the completed service and the funds.

Where there is reasonable evidence of fraud, manipulation, or Platform abuse, Mulanui may take appropriate action under its Terms of Service, Platform policies, and applicable law.

Legal Rights and Payment Provider Rules

Nothing in this policy is intended to restrict mandatory rights available to a customer under applicable law.

Certain refunds may also be subject to the rules and procedures of the payment provider, bank, or payment network used for the transaction.

Where this policy conflicts with a mandatory legal right or binding payment-provider rule, the mandatory right or rule applies to the extent required.

Wallet and Balance Terms

The management of Refund Balance, cashback, rewards, and fulfillment team earnings is also governed by the Wallet and Balance Terms published by Mulanui.

Where a conflict relates to a specific refund, this Refund Policy governs refund eligibility and the refundable amount, while the Wallet and Balance Terms govern the management and use of the different balance types.

Contact Us

For refund-related inquiries:

Email: info@mulanui.shop
Website: https://mulanui.shop