Refund Policy

Last updated: April 5, 2026

The MINOMO App is free for consumer users. This policy governs the refund conditions for paid services on the MINOMO platform, including services purchased by merchants.

1. Premise

This Refund Policy is managed by AVi Kairos Srl, Strada Lungă 188, Corp C2, Ap. 2, Brașov 500051, Romania, CUI 52477194.

2. Free services for consumer users

The use of the MINOMO App by consumer users (registration, following merchants and creators, Loyalty programme, receiving push notifications, Discovery) is completely free. As no payment is involved, no refund policy applies to these features.

3. Loyalty Programme — Points and Vouchers

3.1 Nature of points

Loyalty points earned through the Loyalty programme:

• Have no monetary value and are not convertible into cash
• Are convertible exclusively into discount vouchers at the issuing merchant
• Are not transferable between users, between different merchants, nor assignable to third parties
• Are not refundable in any form

3.2 Expiry and loss of points

Points may have an expiry date set by the merchant. Expired points are automatically cancelled. MINOMO is not responsible for the loss of points due to:

• Expiry of the Loyalty campaign
• Cessation of the merchant's business
• Closure of the account by the user
• Autonomous decisions by the merchant

3.3 Vouchers

Discount vouchers generated from point conversion:

• Are usable exclusively at the issuing merchant
• May have their own expiry date
• Are not convertible into cash nor refundable
• Are not combinable with other promotions, unless otherwise indicated by the merchant

4. MINA Credits

4.1 Purchase

MINA credits can be purchased through:

• Paddle (credit/debit card) — Paddle operates as Merchant of Record (MoR)
• SEPA bank transfer

4.2 Credit characteristics

• MINA credits do not expire and remain available as long as the account is active
• Can be used in any location served by the MINOMO platform
• Are not transferable between users nor assignable to third parties
• Are not convertible into cash

4.3 Credit refunds

MINA credits are non-refundable once credited to the user's account, except as expressly required by applicable law (see Section 6 — Right of Withdrawal).

At the time of purchase, the user expressly consents to immediate access to the credits and acknowledges the loss of the right of withdrawal pursuant to Art. 16(m) of Directive 2011/83/EU.

In the event of technical issues attributable to MINOMO that prevent the use of purchased credits, MINOMO will restore the consumed credits or, where not possible, issue a refund.

4.4 Remaining credits upon account closure

In the event of voluntary account closure by the user, remaining MINA credits will not be refunded. Users are advised to use all available credits before proceeding with account deletion.

5. Payment processing

5.1 Paddle (Merchant of Record)

• Paddle handles tax compliance (VAT) and payment processing
• Refund requests may also be subject to Paddle's terms
• Approved refunds credited via the same payment method

5.2 SEPA transfer

• Approved refunds processed via bank transfer to the same originating account
• Processing time up to 10 business days

6. Right of Withdrawal (EU consumers)

In accordance with Directive 2011/83/EU and Italian Legislative Decree 206/2005 (Italian Consumer Code), EU consumers may withdraw within 14 calendar days from the conclusion of the contract, without giving any reason.

6.1 Digital content exception

The right of withdrawal does not apply to the supply of digital content on a non-tangible medium if performance has begun with the consumer's prior express consent and acknowledgement of the consequent loss of the right of withdrawal (Art. 16(m), Directive 2011/83/EU).

At the time of purchasing MINA credits, the user provides such express consent and acknowledges that the credits will be immediately available for use.

6.2 Exercising the right of withdrawal

Where applicable, send a clear communication to [email protected] with: name, account email, purchase date, service description. Refund within 14 days, same payment method, no additional fees.

7. How to request a refund

Contact [email protected] providing:

1. Account email address
2. Purchase date and amount
3. Detailed description of the reason
4. Any screenshots or documentation

Response within 5 business days. Refund processing (if approved) within 10 business days.

8. Non-refundable situations

• Change of mind past the legal withdrawal period
• Violation of Terms resulting in account suspension
• Expired loyalty points or unused vouchers
• MINA credits duly credited and/or partially used
• Remaining MINA credits upon voluntary account closure
• Technical issues not attributable to MINOMO (Internet connection, device, browser)

9. Disputes and chargebacks

Before initiating a chargeback, contact [email protected]. A chargeback without prior contact may result in account suspension.

9.1 Alternative resolution

• ANPC SAL: anpc.ro/ce-este-sal/
• EU ODR: ec.europa.eu/consumers/odr

10. Changes

MINOMO may modify this Policy at any time. Continued use of the services constitutes acceptance.

11. Contact