Refund:

In some circumstances, we may offer a refund to your account. Our decisions about refunds are made on a case-by-case basis and depend on the facts and circumstances of the particular issue. All refunds are made at our sole discretion and without admission of liability. You'll typically be notified about refunds in Chat by messages and by email, but your Mariadda account representative may also contact you directly about refunds. If you don't hear from us, we're not giving a refund.

It usually takes at least one month to get a refund. If you've paid by credit card, you may expect a refund in a shorter period. We issue credits to the payment method on the account where possible. Where this isn't possible, we may issue refunds in the form of ad credits. If you use monthly invoicing to pay for your ads, you can expect to be issued with credit memos which can be applied against open invoices and used towards future spend.

Types of Refund:

Our decisions about refunds are final, made on a case-by-case basis and depend on the facts and circumstances of the particular issue. We'll notify you if we decide to give a refund. All refunds are made at our sole discretion and without admission of liability. When understanding the types of refunds, remember that:

Ad performance: We are unable to guarantee in every instance that your ad will reach its intended target or achieve the outcome you select. We don't give refunds for poor ad performance or return on investment.

Ads services availability: Our Ads Status page provides advertisers with information about disruptions to our ads services and issues impacting Ads Manager. We don't automatically give refunds when ad services are unavailable or disrupted. We may consider issuing a refund on a case-by-case basis where we determine that ad delivery has been significantly impacted, at a substantial rate and over a significant period, by an unplanned interruption to our ad services caused by a system bug. A system bug is a technical issue on our platform.

The following information about system bug issues isn't intended to be comprehensive:

• Disruptions to insights or reporting: We don't typically give refunds for issues with insights or reporting, such as inaccurate or missing data caused by system bugs.
• Blocked spend and under delivery: We don't give refunds for the inability to create new ads, view results, optimize delivery or where there has been under-delivery of existing ads due to a system bug. We don't refund for blocked creation of ads.
• Over delivery and overspend: We may consider issuing a refund where a system bug results in overspend due to the wrong bid being used or the budget set in Ads Management being exceeded.
• Interface outages and failed API calls: We won't consider refunds for the inability to create ads, view results or optimize delivery based on results. We won't refund where system bugs, affecting interfaces, display in an obvious way that advertisers can see and correct for.
• Ad rendering issues: Ad rendering issues caused by system bugs may include problems with image display and video functionality. We don't refund where the ad delivers consistently as shown in the ad preview. We don't issue refunds when the problem is isolated to the ad preview and doesn't significantly impact ad delivery.

   

  Disputes & Refunds (Marketplace Sellers)

   

  Reaching Out To The Seller

  When using onsite checkout, you should first contact the seller to resolve your issue with a purchase. The seller has 2 business days to respond to you and attempt to resolve your issue.

   

  Filing a Claim with Mariadda

  When using onsite checkout, if a seller has not responded or resolved your issue after 2 business days, you can submit a claim for our review on the third business day.

  When you file a claim, answer the questions presented, and include details regarding your issue within the form. We'll review your claim, including any messages that you and the seller sent to each other along with supporting documentation from the buyer and the seller. We'll typically respond within 72 hours.

   

  Refunds and Returns

  If you are requesting a refund, remember to contact the seller within the return period specified in the product listing and follow the seller's instructions for returning the delivered item.

  If the seller is unresponsive or is not following their stated return policy, you may still be required to provide a valid tracking number of the returned item or other proof of return to us in order to receive a Purchase Protection refund.

   

   

  Limitations

   

  When using onsite checkout, you can file a claim for the full price of an item with a purchase price up to $300 including tax and shipping. You have a lifetime coverage limit of $1,000.

  You must file a claim within 21 days from the date of delivery of your purchased product, or within 30 days for unauthorized claims. If you never received your item, you must wait 7 days after the last date of estimated delivery before filing a claim.

  When reporting unauthorized purchases, you should notify us immediately so that we can try to protect you from financial loss. You must submit a claim within 30 days after the charge.

  You must comply with our terms and policies, including the Community Payments Terms, to be eligible for Purchase Protection.

  You must file a claim within 3 days (72 hours) from the date of delivery of your purchased product, or within 7 days of payment if no delivery date is given. If you never received your item, you must wait 7 days after the last date of estimated delivery before filing a claim.

  You must be in compliance with our terms and policies, to be eligible for Purchase Protection.

   

  Resolving and Closing Cases

  If we approve a buyer's claim, in some situations, Mariadda may offer a partial refund, otherwise the refunded amount will include the full purchase price of the item, tax, and shipping fees. Decisions on claims are made in our sole discretion.

  In some instances, we may offer a Goodwill Refund in our sole discretion. Offering a Goodwill Refund may depend on the purchase history of a buyer, including previously requested refunds and total amount of purchases made.

   

  Denied Claims

  Reasons your claim could be denied under this policy include:

  • The item received was the same as described by the seller in your purchase
  • The claim was filed due to buyer's remorse
  • The item was received and the seller verified the delivery of the product
  • You disputed the transaction with the bank that issued your credit or debit card
  • You didn't submit sufficient evidence requested by Mariadda to support your claim

   

  Policy Abuse

  If you file fraudulent claims for purchases made on Mariadda, we may disable your ability to make payments or take additional action on your account.