Refunds and Chargebacks Policy
1. General provisions
1.1. This Policy establishes a single procedure for refunds, cancellations and the handling of chargebacks across all services of the Millida platform.
1.2. The Policy supplements the Public Offer and the terms of the individual services. Where there is a conflict as regards refunds, this Policy prevails.
1.3. The Policy does not limit the consumer rights established by the mandatory rules of the law of the consumer's country of residence.
2. General rules
2.1. A refund is made by the same method by which the payment was made, unless the parties agree otherwise and unless the rules of the payment system prohibit it. Where a refund by the original method is impossible, the refund is made to the Millida account balance. An order paid for from the account balance is refunded to the account balance.
2.1.1. This clause does not apply to topping up the balance: the procedure established by the section "Topping up the wallet" prevails.
2.2. The refund period is up to 10 (ten) business days from the moment the decision is taken. The period for the funds to actually be credited depends on the recipient's bank.
2.3. Payment system fees actually withheld when carrying out the payment and not returned by the provider are not compensated to the buyer in excess of the refund amount, where the refund is made at the buyer's initiative in the absence of any breach on the seller's side.
2.4. A refund application is filed through support (t.me/MillidaTeamBot) or in the order interface. The order identifier and a description of the circumstances are to be attached to the application.
2.5. An application is reviewed within up to 14 (fourteen) calendar days from the moment the Company receives the information needed to verify the matter. Where verification requires a response from the seller, the payment system or the bank, the period is extended by the waiting time, of which the applicant is notified.
2.6. The decision on an application is taken by the Company's support. A refund is made in the cases expressly provided for by this Policy; in other cases granting the request is a right rather than an obligation of the Company and may take the form of extending the paid period or of compensation to the Millida account balance.
3. Refunds by service
Trade — digital goods of game servers
3.1. Before the product is delivered — a refund in full at the buyer's demand.
3.2. After delivery, the product is not refundable as digital content handed over and consumed at the moment of delivery, save where: the product was not delivered or was delivered incompletely; the product materially fails to match the description; the delivery occurred as a result of a technical error; the payment was made without the consent of the owner of the means of payment.
3.3. The period for making a demand under clause 3.2 is 7 (seven) calendar days from the moment of delivery.
3.4. Responsibility for the refund lies with the shop owner: the refund amount is debited from their balance.
Market — deals between users
3.5. Before performance is accepted — a refund within the dispute procedure established by the Millida Market User Agreement.
3.6. After performance is accepted (including automatically) — a refund is possible only where the result materially fails to match the description, upon an application filed within 7 (seven) calendar days.
3.7. The decision on a refund is taken by the Platform's arbitrator. Until the decision, the funds remain reserved.
Hosting and VDS — server and virtual machine rental
3.7.1. This subsection applies to the rental of Millida Hosting game servers and to the rental of Millida VDS virtual machines. The specifics of renting a virtual machine — the suspension, deletion and redemption periods, the absence of backups — are set out in the Millida VDS User Agreement (/legal/vds).
3.8. A paid rental period is not refundable. The payment is treated as used if the server was available to the User, regardless of the actual activity on it. Early withdrawal from the service, closing a game project, the absence of players, choosing the wrong plan or payment term, as well as the circumstances that the section "Stage of development of the service" treats as properties of the service, are not grounds for a refund.
3.9. The Company may, but is not obliged to, grant the User's request in whole or in part. The decision is taken by the Company's support at its discretion; the preferred forms of settlement are extending the paid period, changing the plan and compensation to the Millida account balance. Such a decision is not an acknowledgement of a defect of the service and creates no obligation to take similar decisions in the future. No settlement is made where the service was suspended or terminated for a breach.
3.9.1. The request is submitted within 14 (fourteen) calendar days of the date of payment; the review period is up to 14 (fourteen) calendar days. Where a refund is decided on, the funds are returned to the Millida account balance.
3.10. One-off and custom work is not refundable once performance has begun.
Topping up the wallet
3.11. A balance top-up is not refundable to the means of payment. A top-up is a standalone service of the Platform, rendered in full at the moment the amount is credited to the balance (clauses 2.4–2.6 of the Wallet and Payouts User Agreement). The unspent remainder is kept on the balance without any time limit and may be spent on any service of the Platform; that remainder is not transferred back in money.
3.12. A change in the buyer's intention, a counterparty's withdrawal from a deal, an unsuitable product or a lack of interest in the Platform's services are not grounds for refunding a top-up: the service of crediting the funds has been rendered, and the funds remain at the User's disposal.
3.13. A top-up amount is refunded to the original means of payment only in cases where the payment should not have taken place: a technical error in crediting, a double debit, a payment without the consent of the owner of the means of payment, and the Company's discontinuation of the service. The demand is to be made within 14 (fourteen) calendar days of the date of payment, except for an unauthorised payment, which is reported by the owner of the means of payment.
3.14. Funds spent on orders are not refundable under this section; the refund rules of the relevant service apply to them, and refunds on them are made to the Millida account balance.
4. Grounds for refusing a refund
4.1. Expiry of the period for making the demand.
4.2. The product or the service was received in full and matches the description, while the demand is motivated by a change in the buyer's intention.
4.3. A breach by the buyer of the Platform's rules or the seller's rules that made performance impossible (including stating an incorrect in-game nickname where it was possible to check it).
4.4. Signs of refund abuse: systematic refund applications, a refund after extracting the useful effect, concerted actions of the buyer and the seller.
4.5. The demand is made by a person who is not the payer, without confirmation of authority.
4.6. A demand for payment in money of the unspent remainder of a balance topped up by the User, outside the cases of clause 3.13.
4.7. The demand is motivated by the User not having used a paid service that was available to them, or by an early withdrawal from it.
4.8. The demand is based on circumstances that the section "Stage of development of the service" treats as properties of the service — interruptions, errors, a change in the set of features, a mismatch with subjective expectations — while the service was in fact being rendered.
4.9. The demand is based on a modpack, mod, plugin, map or other item by a third-party author failing to start or working with errors, including one installed from the hosting panel catalogue, while the server remained available to the User. The Company does not develop such items and does not guarantee that they work — see the section "The catalogue of modpacks, mods, plugins and maps" of the Millida Hosting User Agreement.
5. Chargebacks
5.1. A chargeback is a dispute of a payment through a bank or a payment system. The Company asks buyers to contact support first: a dispute through the Platform is examined more quickly.
5.2. Upon receipt of a chargeback, the Company suspends transactions on the relevant order, requests evidence of performance from the seller and submits it to the payment system.
5.3. The amount of the chargeback, as well as the fines and fees of the payment system, are debited from the seller's balance, including where this creates a negative balance.
5.4. An unfounded chargeback is a breach. The Company may block the buyer's account, revoke the delivered product and demand compensation for the costs related to handling the matter.
5.5. Where a seller exceeds the permissible chargeback level, the period for withholding funds is increased and, if the level persists, the acceptance of payments is discontinued.
6. Appeal procedure
6.1. A decision refusing a refund may be appealed to support within 14 (fourteen) calendar days, with new evidence attached.
6.2. The re-examination is carried out by an employee who did not take the initial decision. The period is 10 (ten) business days.
Stage of development of the service
The services of the Millida platform are at an active stage of development. The Company keeps refining them: adding and changing features, reworking interfaces, infrastructure and pricing.
By placing an order and paying for a service, the User confirms being aware of this and accepts the following properties of the service at this stage: — interruptions, errors, slowdowns and temporary unavailability of individual features are possible; — the set of features, the interfaces and the technical characteristics may change, and individual features may cease to be supported; — the actual performance may differ from the subjective expectations of the User and from the result obtained by other Users.
The service is provided "as is". The circumstances listed above are a property of the service agreed by the parties rather than a defect of it, and they are not grounds for refunding the amounts paid, for a recalculation or for withdrawing from a paid order. This term does not limit the Company's liability for non-performance or improper performance of its obligations, nor the rights of a consumer User, where the law does not permit such a limitation.
The Company takes reasonable steps to remedy confirmed failures. Where a service was in fact not rendered for reasons attributable to the Company, the User may contact support: the procedure for handling such a request and its possible outcomes are set out in the Refund and Chargeback Policy.
Amendments to this document
The Company may amend this document unilaterally. Amendments do not raise the price or shorten the term of a service the User has already paid for: the paid period is rendered at the price and for the term in force at the time of payment.
A new version is published on the website and takes effect 14 (fourteen) calendar days after publication, unless the version itself specifies a later date. Changes driven by legal requirements, decisions of authorised bodies or payment systems, or by the need to remove a security threat take effect immediately upon publication.
Registered Users are notified of material changes in their personal account and (or) at the email address stated in the account. Posting a notice in the platform interface also counts as notification.
A User who disagrees with the new version may, before it takes effect, stop using the relevant service. Any amounts already paid are refunded only in the cases and in the manner set out in the Refund and Chargeback Policy. Continuing to use the service after the new version takes effect means agreeing to it.
All previous versions are retained and available on request from support; rights and obligations that arose earlier are governed by the version in force when they arose.
Final provisions
Governing law. This document and the relations of the parties are governed by the substantive law of the Kyrgyz Republic, without regard to its conflict-of-law rules.
Pre-court claim procedure. Before going to court, a party must send a written claim through support. A claim is reviewed within 10 (ten) business days of receipt. The pre-court claim procedure is mandatory, except for disputes with a consumer User: for them a claim is recommended but is not a precondition for going to court.
Jurisdiction. Failing agreement, the dispute is to be heard by the court at the Company's location. A consumer User may also bring a claim before the court whose jurisdiction is established by consumer protection law, including the court at the User's place of residence.
Evidence. The parties may rely on records of the Company's information systems — operation logs, the ledger of funds movement, message and order history, the document acceptance journal — as evidence. The Company ensures the integrity of these records by recording their time, version and checksum. The User may submit any evidence, including screenshots. Evidence is assessed under the rules of the applicable procedural law.
Language of the contract. The contract is concluded in Russian. Where translations into other languages exist, the Russian text prevails.
Severability. If a particular provision is held invalid or unenforceable, the remaining provisions stay valid; the invalid provision is to be replaced by a valid one closest to it in meaning.
No waiver. The Company's failure to exercise a right does not mean waiving it and does not prevent exercising it later.
Assignment. The Company may transfer its rights and obligations under the contract to an affiliate or a successor upon reorganisation, having notified the User. The User may not transfer its rights under the contract to third parties without the Company's written consent.
Legally significant messages. The parties recognise the legal force of messages sent to the email address stated in the account, through the personal account and through official support channels. The User must keep contact details up to date; the risk of not receiving a message sent to outdated details lies with the User.
Entire agreement. This document, together with the other platform documents, constitutes the entire agreement of the parties on the subject matter and supersedes all prior arrangements.
Survival. The provisions on liability, indemnity, confidentiality, intellectual property, dispute resolution and financial obligations survive termination of the contract.
Company details: Market Link LLC, registration number 303671-3301-OOO, taxpayer number 01605202410603, Russian taxpayer number 9909692242, registered address: Kyrgyz Republic, Bishkek, Sverdlovsky district, 62 Kievskaya street. Support: t.me/MillidaTeamBot.