REFUND AND RETURN POLICY
This document sets out provisions on how you can request refunds or returns depending on the case. This policy applies to mobile apps, products, developments and other services commercialized by Merlim Network.

What are the terms and conditions upon which I may request returns and receive refunds?
You may request refunds or returns and under the terms and conditions hereunder:

  • When the return/refund from as of the date of the transaction, and when the License(s) thereof has not been activated (applies for T-KEYS, Licenses of Use of Apps, Extended Licenses included in Business Bundles).
  • When the product/service does not work, however, we will attempt in the first place to repair or provide technical support in accordance with the Service Level Agreement of the product acquired.
  • The product and/or service must be returned under the same terms and conditions in which they were acquired
  • The buyer is the only one who can request returns and receive refunds without exception.

Which products can be refunded?
Depending on the product, refund policies may vary

T-KEYS
TOURNAMENT KEYS

Upon activation:
-If the T-KEY does not work after activation, you may request a refund within the next 48 hours of its activation

Prior to activation:
-If you purchase a T-KEY and are unable to activate it, you may return it or request a refund thereof within the first five (5) business days as of the date of purchase.

LICENSES OF USE OF APPS

Upon activation:
-If the app you acquired does not work after installation in a mobile device which complies with the minimum software and hardware requirements set out in the EULA of said app, you may request a refund within the next 48 hours of its installation.

Prior to activation:
-If you purchase an App and are unable to activate it, play with it or use it, you may request a refund thereof within the first five (5) business days as of the date of purchase.

BUSINESS BUNDLES

You may request a refund for a Business Bundle if and when it is done within the first five (5) business days as of the purchase. A 20% deduction fee of the Business Bundle will apply on the amount to be refunded as a consequence of the operations affected at the inside of the platform.

HARDWARE
(CARDBOARD, VIRTUALBOX, ETC)

You may request to return and/or request a refund for a piece of hardware if and when it is done within the first five (5) days as of the date you receive the product. Returns may take from 3 to 20 business days to complete.

MOBILE ADVERTISING PACKS (CPM)

After activating
-If the product does not work after activated, you can request a refund within the next 48 hours of activation.

Before activating
If you purchased this product but you cannot activate it, you can return it or request a refund within the first five (5) business days after the purchase.


Which products cannot be refunded?

  • Items such as equipment, upgrades, lives, boosters, among others, as well as virtual money “Merlims” bought in games which have been acquired with your Backoffice balance or which have been acquired through a Merlim Network Affiliate. Before the purchase has been successful (which has been successfully credited to your account), you can confirm or decline the transaction.
  • Mobile apps on demand (AppToGo Packs): You are required to check the terms and conditions for each app you request.

What’s the payment method and refund times?
The time the refund takes to be provided will depend on the payment method used for acquiring the product/service, as detailed hereunder

Bank deposit

15 business days as of the date of the refund approval

Bank wire

15 business days as of the date of the refund approval

Other

3 to 5 business days as of the date of the refund approval

Refunds will be done through the same payment method used for the purchase of the product/service.

Will any deductions apply on the amount to be refunded?
Yes. In any case we will refund the total amount, however, deductions may apply and vary from agency to agency. In no case these deductions will be refunded. If you request a refund of a Business Bundle, remember that a 20% deduction fee will apply as a consequence of the operations affected at the inside of the platform.

How can I send you a refund request and track it?
Send your refund requests to our e-mail address:
[email protected]