Because all products sold by Moon Crest Villas Limited are digital goods delivered electronically, refund eligibility is assessed based on delivery and activation status rather than physical condition or return of goods.
1. Eligible for Refund
- The purchased digital product or service was not delivered within a reasonable time.
- A duplicate payment was made for the same order in error.
- A payment was charged but the corresponding order failed to complete.
2. Not Eligible for Refund
Once a digital product has been successfully delivered and/or activated (license issued, dashboard access granted, cloud account provisioned, or remote support session completed), the purchase is generally non-refundable, except where required by applicable law or expressly approved by our support team on a case-by-case basis.
3. How to Request a Refund
To request a refund, contact our support team at info@moonavis.net with your order reference number and reason for the request. Refund requests are typically reviewed within 3–5 business days.
4. Chargebacks and Disputes
If you believe a charge is incorrect, we encourage you to contact our support team first so we can investigate and resolve the issue directly. If a chargeback or dispute is filed with your card issuer or Wema Bank, we will cooperate with the bank's dispute resolution process and provide order and delivery records as evidence.
5. Approved Refunds
Approved refunds are processed back to the original payment method via the Wema Bank payment gateway. Processing times may vary depending on your card issuer.