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Refund Policy
Last Updated: January 15, 2025
Important: Please read this policy carefully before making a purchase. Digital credits are generally non-refundable once delivered.
1. General Policy
UTMint Universal Access Hub operates a limited refund policy for digital credit purchases. Due to the instant digital nature of our service, most sales are final. However, we understand that exceptional circumstances may arise.
2. Eligible Refund Scenarios
2.1 Technical Issues
Full Refund Available when:
- Payment was processed but credits were not delivered to your account
- System errors prevented account creation after successful payment
- Duplicate charges due to technical glitches
- Service outages prevent credit usage for extended periods (7+ days)
2.2 Early Cancellation
Partial or Full Refund Available when:
- Request is made within 24 hours of purchase
- Credits have not been used on any partner platform
- Account shows no usage activity
- Purchase was clearly made in error (with verification)
2.3 Fraudulent Activity
Full Refund Available when:
- Unauthorized charges on your payment method
- Account was compromised and credits were purchased without consent
- Identity theft resulted in fraudulent purchases
3. Non-Refundable Scenarios
Refunds Are Not Available for:
- Credits that have been used on partner platforms
- Change of mind after successful service delivery
- Dissatisfaction with partner platform services
- Requests made more than 30 days after purchase
- Violation of our Terms of Service
- Credits purchased more than 30 days ago
- Accounts with suspicious or fraudulent activity
4. Refund Process
4.1 How to Request
To request a refund:
- Email us at refunds@utmint.com
- Include your username and email address
- Provide your order/transaction ID
- Explain the reason for your refund request
- Include any supporting documentation
4.2 Review Process
Our refund review process:
- Initial Response: Within 24 hours
- Investigation: 3-5 business days
- Decision: Communicated via email
- Processing: 5-10 business days if approved
4.3 Required Information
For faster processing, please provide:
- Full name and email address used for purchase
- UTMint username
- Date and amount of purchase
- Last 4 digits of payment method used
- Detailed explanation of the issue
- Screenshots or documentation (if applicable)
5. Refund Methods
5.1 Original Payment Method
Approved refunds are processed back to the original payment method:
- Credit Cards: 5-10 business days
- Debit Cards: 5-10 business days
- Digital Wallets: 3-7 business days
5.2 Partial Refunds
In some cases, we may offer partial refunds:
- For accounts with minimal usage
- When credits were partially used before the issue was discovered
- For goodwill gestures in exceptional circumstances
6. Special Circumstances
6.1 Chargebacks
Important: Filing a chargeback instead of contacting us directly may result in:
- Immediate account suspension
- Loss of all remaining credits
- Inability to create new accounts
- Additional fees from payment processors
Please contact us first to resolve any issues.
6.2 Account Closures
If you request account closure:
- Unused credits may be eligible for refund within 30 days
- Account history will be reviewed for usage patterns
- Refund amount will be prorated based on usage
6.3 Service Discontinuation
In the unlikely event that UTMint discontinues service:
- 90 days advance notice will be provided
- Unused credits will be refunded automatically
- Refunds will be processed within 30 days of service end
7. Dispute Resolution
7.1 Internal Resolution
We encourage resolving disputes directly with our support team first. Most issues can be resolved quickly through direct communication.
7.2 Escalation
If you're unsatisfied with our initial decision:
- Request escalation to our management team
- Provide additional information or documentation
- Allow 5-7 business days for management review
8. Legal Rights
This policy does not affect your statutory rights as a consumer. In some jurisdictions, you may have additional refund rights under local consumer protection laws.
9. Policy Updates
This refund policy may be updated from time to time. Changes will be communicated via:
- Email notification to all users
- Website announcement
- Updated "Last Modified" date
10. Contact Information