Fair refund rules for reseller panel credits and major unresolved faults.

Eligible situations

Refunds or credit adjustments may be considered only where there is a clear service-delivery issue that MartCarto can verify.

• Non-delivery of credits: Purchased credits were not added to the assigned reseller panel within 24 business hours after successful payment confirmation.
• Major unresolved service outage: A prolonged, unannounced fault affecting core reseller panel access or the majority of assigned service functionality cannot be resolved within a reasonable period.
• Product materially not as described: There is a clear and proven mismatch between the core features confirmed at purchase and the service delivered.

Not usually eligible

• Change-of-mind requests after credits are loaded.
• Misconfiguration by the buyer or buyer's customer.
• Issues caused by unsupported devices, unsupported apps, outdated software, or local network problems.
• Short maintenance windows or temporary technical interruptions.
• Third-party content availability changes, specific channel interruptions, or regional restrictions outside MartCarto's control.
• Discounted, promotional, custom, or negotiated orders unless support confirms otherwise in writing.
• Suspension caused by unlawful, abusive, misleading, or rights-infringing use.

Request timeframe

Report non-delivery or a major technical fault within 7 calendar days of the transaction or the start of the fault. Late claims may be reviewed but are not guaranteed.

How to request a refund or credit adjustment

Email support@martcarto.shop and include:

1. Your reseller ID or registered email.
2. Transaction ID, order number, or payment reference.
3. A clear description of the issue.
4. Date and time the issue started.
5. Screenshots or video evidence with private customer data hidden.
6. Any support conversation reference if you already contacted WhatsApp or Telegram.

Resolution methods

If approved, MartCarto may resolve the issue by adding replacement credits, correcting the panel balance, moving the reseller to another available route, or issuing a refund to the original payment method where appropriate.

Credit adjustments are normally faster than cash refunds. Cash refund processing time depends on payment method, bank, and processor rules.

Important reliability note

Digital reseller panel technology can be affected by customer devices, player applications, internet providers, DNS routing, upstream availability, and maintenance. A single stream, channel, device, or third-party app issue is not the same as total service failure.

Contact

Use official contact channels for urgent fault reports, but send formal refund or credit-adjustment requests by email so there is a clear record.