REFUND POLICY
MAG.ONLINE — Online Payment Solutions OÜ
1. General Provisions
This Refund Policy explains when refunds are available, how to request them, and what to expect during the process. We aim to treat both Clients and Specialists fairly, in compliance with EU consumer protection law and the requirements of Stripe/PayPal/Adyen.
Important: since payments on the platform are made using MAG.ONLINE Credits (prepaid service units), refunds are by default issued in the form of Credits to the account balance. Cash refunds are only made in exceptional cases provided for under this Policy.
2. No Refund: Completed Consultations
2.1 Consultations that have been fully or substantially conducted are not eligible for a refund.
2.2 A consultation is deemed "conducted" if the session commenced and continued for 50% or more of the booked time with both parties present.
2.3 The following circumstances do not constitute grounds for a refund in respect of a completed consultation:
- Dissatisfaction with the Specialist's opinions, predictions, or recommendations (subjective assessment)
- Disagreement with the advice received
- Change of mind after the session
- Lack of preparation (no questions or topic)
- A feeling that the consultation was "too short" (where the actual duration was observed)
2.4 Right of withdrawal under EU law: pursuant to Article 16(a) of the EU Consumer Rights Directive (2011/83/EU), the 14-day right of withdrawal does not apply to digital content or services that have been fully performed with the consumer's prior consent. By booking a consultation, you agree to immediate performance and acknowledge that the right of withdrawal lapses upon completion of the session.
3. Circumstances Giving Rise to a Refund
3.1 Full Refund (100% in Credits)
You are entitled to a "full refund" of Credits if:
- You cancelled the booking more than 24 hours before the scheduled start of the session
- The Specialist cancelled the booking (regardless of the notice period)
- The Specialist failed to attend the session (Specialist no-show)
- A confirmed technical fault on the Platform's side prevented the session from taking place
- The Specialist materially misrepresented their qualifications or the nature of the service (confirmed following investigation)
3.2 Partial Refund (50% in Credits)
You are entitled to a "50% refund" of Credits if:
- You cancelled the booking between 12 and 24 hours before the start of the session
3.3 No Refund
No refund is available if:
- You cancelled the booking less than 12 hours before the session
- You failed to attend the session (Client no-show)
- The session was conducted (50% or more of the booked time with both parties present)
- The technical fault was on the Client's side (poor internet connection, device issues, etc.)
- The refund request was submitted more than 7 days after the session date
4. Form of Refund
4.1 Standard Refund: Credits to Balance
By default, all approved refunds are issued in the form of MAG.ONLINE Credits credited to your account balance. Credits may be used to pay for any future consultation on the platform.
4.2 Cash Refund: Exceptional Cases Only
A refund to the original payment method is issued exclusively in the following cases:
- A confirmed technical error on the platform's part resulting in a duplicate charge
- An unauthorised transaction confirmed by the payment provider
- Account closure with a positive Credits balance (upon request, subject to a minimum threshold)
- Other cases provided for under applicable EU consumer protection law
In the case of a cash refund, funds are returned in the original top-up currency to the payment method used for the top-up.
5. How to Submit a Refund Request
Step 1: Contact Support Email: support@mag.online Subject: "REFUND REQUEST — [Booking ID] — [Session Date]"
Please include:
- Your registered email address
- Booking ID (from the confirmation email or your account)
- Session date and time
- Specialist's name
- Reason for the refund request
- Supporting materials (screenshots, messages, etc.)
Step 2: Investigation
- We will acknowledge receipt of your request within 24 hours (business days)
- The investigation takes up to 5 business days
- We may request additional information from you or the Specialist
Step 3: Decision
- We will notify you of the decision by email
- If approved, the refund will be processed to the original payment method
Step 4: Refund Processing Times
| Payment Method | Refund Processing Time |
|---|---|
| Credits to balance | Immediate |
| Credit/debit card (Stripe) | 5–10 business days |
| PayPal | 3–5 business days |
| SEPA bank transfer (Adyen) | 5–10 business days |
6. Chargebacks and Dispute Procedures
6.1 We strongly recommend using our internal refund procedure before initiating a chargeback. Internal resolution is generally faster (5–7 days versus 45–120 days for chargebacks).
6.2 If you initiate a chargeback through your bank without first contacting us, we reserve the right to:
- Suspend your account pending investigation
- Provide transaction evidence to the payment provider
- Contest the chargeback where there are no legitimate grounds
6.3 Chargeback processing flow: Client contacts bank → Bank initiates chargeback → Platform receives chargeback notification → Platform conducts investigation (up to 5 days) → Platform submits evidence to provider → Provider/bank issues final decision (up to 120 days)
6.4 If the chargeback is resolved in the Client's favour: full refund through the chargeback mechanism.
6.5 If the chargeback is resolved in the Platform's favour: funds are returned and the Client's account is flagged.
6.6 Fraudulent chargebacks (initiated in bad faith in respect of completed, legitimate consultations) will result in: permanent account suspension, blacklisting for future registrations, and possible civil or criminal proceedings for fraud.
7. Specialist Earnings and Refunds
7.1 Where a refund for a completed consultation is issued due to the Specialist's misconduct or misrepresentation, the refund amount is withheld from the Specialist's pending earnings payout.
7.2 Where a refund is issued due to cancellation by the Specialist, no additional deductions are made beyond the Specialist's uncredited share.
7.3 The Company reserves the right to deduct a chargeback fee (up to EUR 15 per incident) from the Specialist's earnings where the chargeback arose as a result of the Specialist's actions.
8. Exceptions and Goodwill Refunds
8.1 The Company may, at its discretion, issue a refund of funds or Credits in exceptional circumstances (for example, a serious technical failure or confirmed Specialist misconduct).
8.2 Such goodwill gestures do not create a precedent or obligation for similar decisions in future cases.
9. Dispute Resolution
9.1 Before initiating a chargeback, Clients should:
- Contact support@mag.online with a refund request
- Await a response within 5 business days
- If the outcome is unsatisfactory, escalate to contact@mag.online
9.2 Where the matter remains unresolved, Clients may refer it to:
- The Estonian Consumer Disputes Committee: Tarbijakaitse ja Tehnilise Järelevalve Amet (www.ttja.ee)
- The EU Online Dispute Resolution Platform: ec.europa.eu/consumers/odr
- The local EU consumer protection authority in the Client's country of residence
9.3 Legal disputes are governed by Estonian law and shall be heard by Estonian courts in accordance with the Terms of Service.
10. Contact Details
Email: contact@mag.online
Online Payment Solutions OÜ
Registration number: 17449916
Vesivärava tn 50-201, Tallinn 10152, Estonia