Refund & Cancellation Policy

1. Before an agreement is accepted

Either party may withdraw its own outstanding offer before it is accepted. Before an Agreement is formed, no Agreement, payment, or payment remedy exists.

2. After agreement formation

An accepted offer creates a commercial agreement between the Advertiser and Publisher. After acceptance and before the Direct Pay transaction has completed, cancellation requires the mutual agreement of the Advertiser and Publisher, except that MASHDROP may cancel an invalid, fraudulent, compromised, or duplicate Agreement. If the provider transaction did not succeed, no refund is required. MASHDROP will safely cancel a merely-created, unconfirmed provider object where the provider supports cancellation.

3. Publisher placement payment

The placement price is paid directly to the Publisher through the Publisher's connected payment account. A request involving non-performance, partial performance, quality, cancellation, or another Publisher obligation is therefore a Publisher-payment matter and is evaluated separately from the MASHDROP service fee.

MASHDROP does not hold or escrow Publisher proceeds and cannot promise that every Publisher payment can be reversed. New Direct Pay uses one provider transaction for the Advertiser total, so there is no separate MASHDROP card charge that can succeed or fail independently. MASHDROP automatically reconciles provider state. Ambiguous payment attempts are not retried until authoritative provider evidence proves a safe retry path. If Stripe requires customer action, the commercial hold remains and an authorized Advertiser Organization member must complete that action. No human MASHDROP payments operator is required for this normal recovery path. Historical two-charge transactions retain their original evidence and remedy semantics.

Once the Direct Pay transaction succeeds but Publisher work has not started, the parties may mutually cancel. A refund of the Publisher payment requires Publisher authorization. The MASHDROP fee is ordinarily retained after a valid Agreement is fully funded.

After work starts but before fulfillment is complete, an Advertiser may request a remedy. The Publisher may authorize a full or partial Publisher-payment refund; no automatic percentage formula applies. If the Advertiser and Publisher disagree, MASHDROP automatically places or retains a commercial hold, preserves append-only evidence, and blocks further downstream progression while the matter is unresolved. Resolution requires authoritative participant/provider evidence satisfying the applicable deterministic policy. A dispute alone does not trigger an automatic refund. No human MASHDROP payments operator or discretionary internal adjudication is required for the normal launch path. The MASHDROP fee is evaluated independently and is ordinarily retained after valid full funding.

4. MASHDROP service fee

Collection alone does not establish that MASHDROP may retain its fee. If the payment pair never fully funds or the Agreement is invalid, fee retention is not established. After a valid Agreement is fully funded, the separate 10% MASHDROP marketplace/service fee is ordinarily earned and retained. Later Publisher non-performance does not automatically make the MASHDROP fee refundable.

When verified, MASHDROP refunds its own fee for a duplicate, erroneous, unauthorized, or compromised fee charge, an invalid Agreement, or a material failure by MASHDROP to provide the promised marketplace service. Provider requirements and applicable law also apply. These fee remedies do not automatically determine the separate Publisher-payment remedy. An invalid Agreement may require independently evaluated remedies for both payment legs.

5. Partial or failed payment

For new single-charge Direct Pay, the single provider payment must be confirmed before MASHDROP treats both economic obligations as funded. The Provider transaction is either unresolved, failed, or successful as one charge; there is no new partial-success state between separate card charges. If later refunded or reversed, the historical FUNDED state is not rewritten; separate append-only commercial evidence determines current eligibility. Historical two-charge transactions preserve their original evidence.

6. Fulfillment disputes and provider events

Subjective dissatisfaction does not automatically undo verified fulfillment. A Publisher may voluntarily refund its payment. Provider-initiated disputes, chargebacks, reversals, and later payment failures are separate auditable events. MASHDROP applies a commercial hold while such an event is unresolved and blocks further downstream progression. If the event occurs after Completion or Commercial Closeout, historical evidence is preserved and new MASH Again activity is blocked until resolution.

7. Duplicate, unauthorized, or compromised transactions

Report suspected duplicate, unauthorized, or compromised payments promptly. MASHDROP may request information needed to identify the agreement and provider transaction and will coordinate the appropriate remedy for the MASHDROP fee while directing Publisher-payment matters through the applicable Publisher/provider process.

8. How to request help

Contact support@mashdrop.com with the MASHDROP agreement reference and a concise description of the issue. Do not send card numbers, bank passwords, or other sensitive payment credentials by email.

9. Provider and legal rights

Payment-provider rules and applicable law may create additional rights, deadlines, or restrictions. This policy does not limit rights that cannot lawfully be waived.