MartPlot Cancellation and Refund Policy

At MartPlot, we strive to provide our clients with reliable services and high-quality products. Therefore, we understand that certain transactions may require cancellations or refunds. This policy outlines the conditions under which refunds will be processed and the procedures to follow.

1. Eligibility for Subscription Refunds

Clients may be eligible for refunds under the following circumstances;

1.1 Wrong Serial Number Submissions

• If a client submits a serial number that is later flagged by our system as a wrong serial number submission, they will be eligible for a refund.
• However, if a receipt for the submitted serial number has already been issued, a refund will not be granted, as this serves as proof that the Set-Top Box (STB) exists and that value has been provided.

1.2 Invalid Serial Numbers

• If a serial number is flagged as invalid by our system, the client is eligible for a full refund.

1.3 Underpayment

• If a client submits a payment that is less than the required amount, they are eligible for a refund of the amount paid.
• Alternatively, they may choose to pay the balance to complete the transaction.

2. Eligibility for Product Refunds

Products purchased from MartPlot are eligible for a refund under certain conditions. Customers may be eligible for a refund under the following circumstances;

2.1 Defective or Damaged Products

• If a product is found to be defective or damaged upon delivery, customers must report the issue within 2 days of receiving the item.
• The product must be returned in its original packaging with all accessories, manuals, and proof of purchase.
• A replacement may be offered before a refund is considered.

2.2 Incorrect Product Received

• If a customer receives a product that is different from what was ordered, they must notify us within 2 days of receipt.
• The incorrect item must be returned in its original, unused condition for a refund or replacement.

2.3 Lost Communication Cases

• If a customer purchases a product but loses communication with our team before receiving it, a refund may be issued.
• This applies only if the product has not yet been dispatched or activated.

2.4 Order Cancellations

• Customers can request a cancellation before the product is shipped to receive a full refund.
• If the order has already been shipped, the customer must return the product before the refund is processed (return shipping costs may apply).

3. Non-Refundable Cases

Refunds will not be granted in the following situations;

• Used or damaged products that are not defective.
• Change of mind or accidental purchases after shipping.
• Products that have been tampered with, modified, or missing essential parts.
• Non-returnable items, including digital goods, activated subscriptions, or perishable items.

4. Refund Processing

• Refunds are processed within 3 business days after receiving and inspecting the returned product.
• Refunds are issued via the original payment method unless otherwise agreed.
• Shipping and handling fees are non-refundable, except in cases of defective or incorrect items.

For refund requests, please contact our support team via Whatsapp on +971525430394 or email us on mediastarpaytv@gmail.com with your order details.