REFUND POLICY

ARTICLE 1. GENERAL PRINCIPLES

The Refund and Transaction Cancellation Policy (hereinafter referred to as the "Policy") constitutes an integral and inseparable part of the MAYogu Social Network Service Provision and Use Agreement. This Policy supplements and explains the Agreement in detail. In the event of any conflict, the Social Network Agreement shall take precedence.

1.1. Default Non-Refundable Principle

MAYogu applies a strict non-refundable principle to the following cases:

·         Coins that have been successfully topped up into an account and used by the user to execute any transaction within the MAYogu ecosystem.

·         Donated Items that a User has gifted to a Creator. This transaction is considered a voluntary gift and is irreversible once completed.

·         Coins that have expired or been canceled due to account inactivity for more than 180 consecutive days pursuant to Article 4.5 of the Agreement.

·         Refund requests submitted after the deadlines prescribed in Article 3.2 of this Policy.

1.2. Legal Nature of Coins

Coins represent a "limited, non-exclusive, non-transferable right to use services" pursuant to Article 7.1 of the Agreement. Coins do not constitute currency and hold no cash-back conversion value for regular users. This serves as the legal basis for MAYogu to prioritize internal Coin compensation over cash refunds in specific scenarios.

ARTICLE 2. ELIGIBLE CASES FOR REFUND CONSIDERATION

MAYogu will only consider refund requests under the following exceptional circumstances, provided that the user supplies full and valid evidence:

2.1. Technical Errors from the MAYogu System

Users are entitled to request internal Coin compensation (not cash refunds) when:

·         A bank account or e-wallet has been debited, but the Coin balance in the Application is not updated accordingly after a maximum of 30 minutes from the time the transaction was confirmed by the bank/e-wallet.

·         A Coin top-up transaction is recorded as failed on the MAYogu system, but the payment account has been actualized and debited.

·         Coins were successfully topped up but were incorrectly deducted due to an internal technical processing error by MAYogu, completely independent of the user's behavior.

2.2. Duplicate Transactions Due to Payment Gateway Errors

Users are entitled to request a cash refund to the original payment method when:

·         The same order is debited from the user's account two or more times due to an error by the payment gateway (Apple, Google, bank, e-wallet), supported by bank statement evidence.

·         MAYogu confirms that its system only recorded one successful transaction, yet the user was charged multiple times.

2.3. Failure to Receive Digital Content Purchased with Wood

Pursuant to Article 7.3 of the Agreement, Users have the right to request MAYogu to review and compensate Coins when:

·         A Creator fails to provide content after a purchase transaction using Wood has been completed.

·         Digital content is removed before the committed deadline without prior notice or substitute compensation.

·         The provided content severely deviates from its description at the time of the transaction.

·         Access to digital content is lost because the Creator's account is temporarily or permanently locked by MAYogu. The right to a refund arises from the exact moment the User can no longer access the purchased content. MAYogu will review and compensate Wood to the User and deduct the corresponding value from the Creator's Diamonds pursuant to Article 7.3 and Article 7.7 of the Agreement.

·         Digital content is removed by MAYogu due to violations of the MAYogu Community Guidelines and Standards. The responsibility for compensation rests solely with the Creator. MAYogu will review and compensate Wood to the User and deduct from the Creator's Diamonds. MAYogu shall not be held liable for compensation if the User knew, or had sufficient grounds to know, that the content violated community standards at the time of purchase.

2.4. Mandatory Refund Mechanism for Group Content

This clause applies to Paid Content posted by a Group Owner or an Administrator within a Community Group. If Paid Content is deleted, hidden, or retracted within 15 (fifteen) days from the date of posting—regardless of whether the removal/retraction was executed by the Group Owner or an Administrator—MAYogu applies a mandatory refund mechanism as follows:

·         (a) Retrieval of Virtual Items: All Virtual Items (including Wood and any derived digital assets) accumulated by the User through unlocking said Content will be automatically retrieved by the system from the moment the Content is deleted or retracted.

·         (b) Coin Refund: MAYogu will automatically refund the entire amount of Coins used by the User to unlock that Content back into the User's account within 05 (five) working days from the moment the Content is deleted or retracted, without requiring the User to file an individual request.

·         (c) Financial Liability of the Group Owner: All financial obligations arising from the refund mechanism under this clause—including cases where the Content was posted and/or deleted/retracted by an Administrator—shall be borne entirely by the Group Owner, as the sole entity legally and financially responsible for all commercial activities of the Community Group. The refunded Coins will be deducted from the Group Owner's Diamond balance or unpaid revenue. In the event of an insufficient balance, MAYogu reserves the right to temporarily withhold the Group Owner's future revenue until the corresponding refund amount is fully recovered.

·         (d) Scope of Application: This clause only applies when Content is deleted or retracted by the volition of the Group Owner or Administrator. It excludes cases where MAYogu proactively removes Content due to violations of Community Guidelines and Standards, which is governed under clause 2.3 of this Policy.

ARTICLE 3. REFUND REQUEST PROCESS

3.1. Implementation Steps

3.2. Deadline for Submitting Requests

Users have the right to submit a refund request at any time after an incident occurs. MAYogu will not refuse to process a request solely on the grounds that it was submitted late.

However, Users should note that the ability to successfully verify and reconcile depends on the transaction log data available at the time of processing. Pursuant to clause (e) of Article 6.4 of the Agreement, activity log data is retained for a minimum of 02 years, and financial transaction data is retained for a minimum of 10 years. MAYogu commits to making its best efforts to process requests based on existing data but cannot guarantee results for requests involving transactions that have exceeded their respective retention periods.

MAYogu's processing timeline after receiving a valid file is specified in Step 4 and Step 5 of Article 3.1. Any delay by MAYogu beyond the committed timeline shall not affect the User's right to a resolution.

ARTICLE 4. EVIDENCE REQUIRED FOR REFUND REQUESTS

4.1. Mandatory Evidence

·         Electronic invoice or transaction receipt issued by the bank, e-wallet, or Apple/Google, clearly displaying the amount, time, and transaction reference code.

·         Screenshots of the Application's error notification at the time the incident occurred (if applicable).

·         MAYogu account information: Username or User ID associated with the transaction.

4.2. Supplementary Evidence (Case-by-Case)

·         Bank statements or e-wallet transaction history showing the debited amount (for duplicate transactions).

·         Screenshots of the Digital Content that was removed or failed to match its description (for digital content complaints).

·         Order ID from the Apple/Google system (for In-App Purchase transactions).

Note: Forged, edited, or invalid evidence will result in an immediate rejection of the request, and MAYogu reserves the right to apply account disciplinary measures pursuant to Article 5.4 of the Agreement.

ARTICLE 5. REFUND METHODS

5.1. Original Method Return Principle

To prevent money laundering risks and protect the legitimate rights of users, MAYogu strictly adheres to the principle of returning funds to the exact payment method originally used. No refunds will be issued to accounts or methods that differ from the initial payment source.

5.2. Specific Methods and Timelines

5.3. Internal Coin Refunds

For technical errors and digital content complaints, MAYogu will issue Coin or Wood compensation directly into the user's account. Refunded Coins/Wood possess no cash conversion value.

ARTICLE 6. REGULATIONS ON REFUND FEES

6.1. Transaction Fees for Refunds

6.2. Incurred Taxes and Fees

The refunded amount is the net amount the User originally paid to MAYogu. Any transaction fees that the User paid directly to their bank or card issuer (if any) are non-refundable by MAYogu.

ARTICLE 7. PREVENTION OF FRAUD AND REFUND POLICY ABUSE

Pursuant to Article 7.3 of the Agreement, if a User requests and successfully obtains a refund or chargeback from Apple, Google, a bank, or a card issuer for a transaction where the User has already received and/or consumed the corresponding Coins, MAYogu reserves the right to take immediate system protection measures:

·         Deduct (retrieve) the equivalent amount of Coins from the User's account.

·         Freeze, temporarily suspend, or permanently lock the account if behavior demonstrating abuse of the refund policy for illicit profit is detected.

·         Recover the rights and revenues of the Creator if those Coins were already used to gift items through the reversed transactions.

Abuse of the refund policy constitutes a severe breach of the Agreement and may be subject to legal action under applicable electronic commerce fraud laws.

ARTICLE 8. ENFORCEMENT PROVISIONS

8.1. Validity

This Policy is effective as of the date of issuance. In the event of any conflict with the Terms of Service regarding refund matters, this Policy shall take precedence.

8.2. Amendments

MAYogu reserves the right to amend this Policy at any time. All changes will be notified at least 15 days in advance via the Application and/or registered email. A User's continued use of the Service after the amended Policy takes effect constitutes full acceptance of those changes.

8.3. Dispute Resolution

Any disputes arising from the application of this Policy shall be resolved through the mechanisms prescribed in Article 10 of the MAYogu Social Network Service Provision and Use Agreement.

8.4. Support Contact

• Email: support@mayogu.com
• Email Subject: [REFUND] – Transaction Code – Username
• Processing Hours: Monday to Friday, 08:30 – 18:00 (GMT+7).