Effective date: June 1, 2026
This Refund Policy (the “Policy”) governs the conditions under which Marix (marix.app, the “Site”) accepts refund requests, processes replacements and reviews claims for digital goods purchased through the Site.
The Policy has been prepared in accordance with the consumer-protection rules applicable to the jurisdictions in which the Marix international service operates, including:
This Policy forms an integral part of the Public Offer (Terms of Service) published on the Site. By accepting the Terms of Service, the buyer also accepts the terms of this Policy.
The following terms have the meaning given below.
Digital Good — a product supplied in electronic form (activation codes, access keys, service subscriptions, in-game currency, virtual items, digital content and other intangible items) that does not require physical shipment and is delivered to the buyer by sending an activation code, access key, granting access to an account, or in any other manner specified in the product description.
Refund — return of money to the buyer, in the cases where a refund is permitted by this Policy and by the applicable law.
Replacement — exchange of a Digital Good for an equivalent item, or for an item with different characteristics with a corresponding price adjustment, in the cases where a replacement is permitted by this Policy and by the applicable law.
Claim — a written request from the buyer to Marix asking for a refund, a replacement, remedy of a defect or a reduction of the purchase price.
Working Product — a product that conforms to the contract, to ordinary expectations, and is fit for the purpose for which products of that kind are normally used, with no defects of the kind described in Section 3 of this Policy.
Defective Product — a product with defects that prevent it from being used as intended or that materially reduce its consumer qualities.
In line with internationally recognised practice for digital content and with the consumer-protection rules of the jurisdictions referenced in Section 1, Working Products in digital form that have been delivered to the buyer cannot be returned or exchanged. Once a code, key or other digital content has been displayed to or transmitted to the buyer, it is considered delivered.
This restriction applies to all Digital Goods sold on the Site, including but not limited to:
This restriction reflects the nature of digital goods: once delivered, the item becomes available for use, which makes its return to the original state impossible. Digital goods can also be copied or used by the buyer, which excludes the possibility of return in order to protect rightholders and the security of the transaction.
By placing an order and paying for a Digital Good, the buyer confirms that they have reviewed the product information, its characteristics and the conditions of use, and agrees that a Working Product is not subject to return.
If a Digital Good has defects that were not disclosed by Marix at the time of sale, the buyer may, at their choice, request one of the following:
Important:Marix is entitled to verify the quality of the Digital Good and the existence of the alleged defect before fulfilling the buyer's request. In case of a dispute about the cause of the defect, Marix may, at its own expense, arrange an independent verification (for example, with the upstream supplier or rightholder).
Claims are accepted for review subject to the deadlines below. Claims submitted outside these windows are not accepted, except where mandatory consumer-protection law of the applicable jurisdiction provides otherwise.
After these windows have closed, Marix will not accept new claims for the same transaction, except where a longer mandatory period is set by the consumer-protection law applicable to the buyer.
Once your claim is registered in our system and all required evidence is received, we will process it as follows:
Following the review, the buyer receives a written response with one of the following outcomes: (a) the claim is approved — refund initiated; (b) the claim is denied with written justification; (c) a replacement code is offered in lieu of a monetary refund.
Once a refund is approved, funds are dispatched by Marix within 10 (ten) calendar days of the approval decision. Estimated times from the moment Marix dispatches the funds (receiving-bank delays are not within our control and are excluded from these estimates):
The period is calculated from the moment Marix sends the payment instruction. The actual crediting of funds to the buyer's account depends on the receiving bank and may take additional time beyond these estimates.
All refunds are issued exclusively to the same payment method and requisites from which the original payment was made. This is a mandatory security and compliance requirement (anti-fraud and AML/KYC rules).
Changing the refund destination is not possible, even at the buyer's request. Exceptional circumstances — such as account closure or issuer-bank liquidation — require documentary proof of the situation and additional identity verification before any alternative arrangement can be considered.
To submit a claim for a refund or replacement of a Defective Product, the buyer must:
If the buyer disputes the quality of a Digital Good or asserts that the product does not match its description or has defects, the buyer must provide a screen recording (screencast) meeting the following requirements:
Provision of a screen recording is a mandatory condition for review of the claim where the buyer asserts that the Digital Good does not match its description or cannot be activated or used as intended. A refusal to provide a screen recording, or provision of a recording that does not meet the requirements above, may be grounds for denial of the claim if Marix cannot otherwise verify the alleged defect.
The buyer may additionally provide other forms of evidence — screenshots, photographs, error logs, messages from the platform's or service's technical support, and other documents or materials confirming the existence of the defect or the impossibility of using the product as intended. A screen recording, however, remains the most objective and reliable form of evidence and is recommended for disputed cases.
Marix is entitled to deny the buyer's claim in the following cases:
Where a claim is denied, Marix sends the buyer a written reasoned refusal stating the grounds for denial.
A buyer who qualifies as a consumer under the law applicable to them is entitled to protect their rights and legitimate interests by the means provided by that law.
In the event of an unresolved dispute, the buyer may, in particular:
For filing claims, requesting clarifications and for any other inquiries, the buyer may contact Marix support via the contact form on the Site or via the email address listed in the “Contact” section of the Site.
Marix undertakes to review every inquiry and to respond within a reasonable time.
This Policy enters into force upon its publication on the Site and remains in effect until withdrawn by Marix.
Marix reserves the right to amend the terms of this Policy unilaterally. The current version is always available on the Site. Amendments enter into force from the moment the new version of the Policy is published on the Site.
All matters not governed by this Policy are regulated by the Terms of Service (Public Offer) published on the Site and by the applicable law of the jurisdictions of the Marix operators (Hong Kong for MarixApp Limited and the Kyrgyz Republic for Marix LLC), without prejudice to the mandatory consumer-protection rules of the buyer's country of residence.
In the event of a conflict between this Policy and the applicable mandatory law, the mandatory law prevails.
By accepting the Public Offer and placing an order, the buyer confirms that they have read, understood and agreed to this Refund Policy.
For the buyer's convenience, links to the principal legal instruments referenced in this Policy are listed below.
Note: the links above point to official legal-information sources. If these addresses change, current versions of the instruments can be found on the official legal-information portals of the respective jurisdictions.
