Fair outcomes when an order does not go to plan.

Core principles

Mbopy protects payment while the order moves toward a verifiable delivery. Refund decisions use the order record, merchant status, delivery evidence, buyer evidence, payment data, and mandatory local law.

The goal is to return eligible funds to the buyer when the promised transaction is not completed while protecting merchants from false claims after proper fulfilment.

Cancellation before fulfilment

A buyer can request cancellation before the merchant starts preparation, customization, procurement, or dispatch. Approval depends on the order status and product. A merchant that has not started fulfilment should accept promptly unless a lawful exception applies.

If the merchant rejects the order, cannot supply it, misses the acceptance window shown in Mbopy, or agrees to cancel before work begins, the eligible order amount is refunded.

Merchant non-fulfilment or non-delivery

A full refund is generally available when the merchant cannot fulfil, cancels after payment, sends nothing, or the order is confirmed lost without buyer fault. Mbopy may wait for a reasonable delivery investigation before deciding non-delivery.

A merchant should cancel unavailable items quickly. Repeated non-fulfilment can affect merchant standing, payouts, or account access.

Damaged, incomplete, or materially different orders

Report visible damage, missing items, counterfeit concerns, or a material difference from the listing before confirming delivery whenever possible. Provide clear photos, packaging, description, and the requested outcome.

Depending on severity and practicality, the outcome can be replacement, missing-item fulfilment, partial refund, return and full refund, or rejection of the claim when the product matches the listing or evidence is insufficient.

Change of mind & buyer-caused failure

A change of mind is not automatically refundable after preparation, customization, procurement, or dispatch. The merchant return policy and mandatory local consumer rights apply.

Extra delivery or return costs caused by an incorrect address, repeated unavailability, refusal without a covered product problem, or unauthorized use of the confirmation code may be deducted where lawful and clearly evidenced.

How to request a refund

Open the relevant order and report the issue, or email [email protected] with the account contact and order reference. State the requested outcome and submit evidence promptly.

Mbopy may ask the buyer, merchant, payment provider, or logistics partner for additional records. Keep the product and packaging available and do not send an item back without approved instructions.

• Order reference and timeline
• Photos or video of the package and product
• Description of missing or different elements
• Merchant or delivery communication
• Preferred resolution

Buyer protection & delivery fees

For an approved full refund because the merchant cannot fulfil, the order is not delivered, or a covered claim is accepted, the buyer protection fee is also refunded. For an approved partial product refund, Mbopy may return the corresponding proportion of the buyer protection fee.

A delivery fee is refunded when the paid delivery service was not performed or failed for a covered reason. It may remain payable when delivery or return work was performed and the refund results from buyer preference or buyer-provided information, subject to mandatory law.

Delivery confirmation & merchant payouts

Delivery confirmation can release funds to the merchant. A claim made after confirmation is reviewed, but recovery may take longer and can be limited when the buyer knowingly confirmed a correct order.

Mbopy may hold, offset, or recover a merchant payout for an approved refund, duplicate transaction, chargeback, fraud event, or other amount the merchant owes under the Terms. Merchants should keep sufficient payout records and respond to reviews.

Merchant plan refunds

Pehtel is free. Dehdey and Mawdoh renew monthly or annually until cancelled. Cancellation stops the next renewal and paid access normally continues through the current term.

Subscription charges are generally non-refundable after the term starts, including unused time. A refund or credit may be issued for duplicate billing, an unauthorized charge reported promptly, a confirmed prolonged failure to provide the paid plan, a material billing error, or where law requires it. Annual plan cancellations do not normally create a prorated refund.

Boosts & brand campaigns

A Boost can be refunded or credited if it never starts because of a confirmed Mbopy technical failure or if Mbopy cancels it before delivery for a reason unrelated to the merchant’s breach. Once eligible placement begins, the charge is normally non-refundable because performance is not guaranteed.

Boosts paused for a prohibited listing, account review, unpaid balance, or policy breach are not normally refunded. Brand and corporate campaign refunds follow the signed proposal or agreement, with this policy applying only where that document is silent.

Decision & payment timing

Mbopy aims to acknowledge a complete request promptly. Review time depends on evidence, delivery investigation, merchant response, payment provider, and market. Approved refunds are sent to the original method where possible.

After Mbopy sends a refund, the provider may take approximately 5–10 business days or longer to display it. Avoid opening a payment chargeback while an active Mbopy review can resolve the same issue; duplicate recovery attempts can delay or close the internal process.

Appeals & contact

If you disagree with a decision, reply with the order reference, the specific point disputed, and new evidence. A second review may uphold, adjust, or reverse the original outcome.

Mandatory consumer rights remain available. Questions about this policy can be sent to [email protected].