Refund & Credit Policy | Market Monolith

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Final-sale standard

Except as expressly stated below or required by law, purchases of Platform services, subscriptions, fees, and credits are final and non-refundable.

This policy applies to purchases from HotSwop, Inc. through Market Monolith. We price and provision infrastructure, research, planning, operator readiness, third-party resources, and execution capacity based on an approved purchase. A campaign’s outcome, customer demand, operator availability, market conditions, or a change in your business preference does not by itself create a refund right.

Platform credits

Purchased credits are units that may be applied to eligible Market Monolith services and activity shown in your account. Credits are not cash, a deposit account, an operator earnings balance, an investment, or a promise of a particular result. They do not earn interest and may not be sold, transferred, pledged, or redeemed for cash except where law requires.

Credits are made available after payment is confirmed. Their use may depend on your agreement, account status, service availability, risk review, supported markets, customer approval, and the requirements of the selected work. We may identify the order in which purchased and promotional credits are consumed.

No expiration applies to purchased credits unless the purchase terms conspicuously state one and applicable law permits it. We may apply dormancy, unclaimed-property, or escheat rules when legally required.

Limited exceptions

We will review and, where appropriate, correct, credit, or refund a transaction when:

Applicable law requires a refund or cancellation right.
The same charge was processed more than once because of a verified billing error.
A charge was unauthorized and timely reported after reasonable account and payment review.
HotSwop failed to make purchased Platform value available and did not cure the failure within a reasonable period.
HotSwop cancels a paid service before material performance and the written agreement does not provide an alternative credit or remedy.
A card network, payment provider, bank, court, or regulator requires a reversal.

A service delay, rejected campaign, unavailable operator, missed estimate, third-party outage, customer-provided error, policy violation, or unused balance does not automatically qualify. We may first offer correction, re-performance, restored credits, or another contract remedy where lawful and commercially reasonable.

How to request review

Email hello@marketmonolith.com promptly after discovering an issue. Include the account email, organization, transaction date and amount, invoice or transaction reference, reason for the request, and supporting information. Do not send full card numbers, security codes, passwords, or sensitive identity documents by email.

Unless a longer period is required by law or network rules, requests should be submitted within 30 days after the transaction or event. We may verify identity, authority, account history, service delivery, credit usage, provider records, and possible fraud before deciding. Approved refunds are normally returned to the original payment method; processing time is controlled by financial institutions.

Billing disputes and chargebacks

This policy does not eliminate rights under applicable payment or consumer-protection law. You may contact your card issuer about an unauthorized charge or qualifying billing error. We encourage contacting us first so we can investigate and correct a problem quickly.

If you initiate a chargeback, we may provide the payment provider with the transaction, acceptance, account, service-delivery, credit-use, and communication records needed to respond. We may restrict disputed credits or account activity while the matter is reviewed, but we will not retaliate for exercising a lawful right. A chargeback decision does not necessarily resolve separate contract obligations.

Cancellation and unused value

Canceling future renewal prevents new recurring charges after the effective cancellation date but does not retroactively refund the current period unless required by law or stated in the order. Committed, started, reserved, consumed, expired promotional, or third-party-funded amounts are not refundable merely because work stops.

If a signed order, statement of work, or campaign agreement has cancellation fees, minimum commitments, reserved resources, or wind-down costs, those specific terms control. Unused purchased credits remain subject to the credit rules above and any lawful account-closure treatment below.

Storefront goods and services

Goods or services sold through a customer-operated storefront are governed by the identified seller’s return, cancellation, shipping, and warranty policy. Unless the checkout expressly identifies HotSwop as the seller, contact that merchant for an order refund or return. Market Monolith platform fees and credits remain governed by this policy.

A seller must comply with delivery promises, required delay notices, cancellation rights, merchandise-order rules, product warranties, and refund laws. Customers may not use the Platform to display a return policy that is deceptive, hidden, or unlawful.

External vendors and operator purchases

Printers, mail providers, material suppliers, carriers, and other vendors issue their own refunds and credits. Refunds for purchases made with an approved operator card or other Platform-funded method must return to that same method or the designated program balance—not to the operator as cash, store credit, gift card, or personal benefit.

An operator must report vendor refunds, partial fulfillment, substitutions, duplicate charges, and disputed purchases promptly and preserve receipts. An external vendor’s refund does not create a right to withdraw corresponding Platform funds.

Promotional credits

Promotional, bonus, trial, courtesy, or referral credits have no cash value, are not purchased funds, and may be limited by account, service, market, time, or campaign. Their specific offer terms control. Unless law requires otherwise, promotional credits may expire, are nontransferable, and are forfeited when obtained through abuse or when an account closes.

Account closure

Closing or suspending an account does not automatically trigger a refund. We may use remaining amounts to satisfy undisputed fees, accepted commitments, chargebacks, reversals, taxes, or other lawful obligations. We will handle any remaining purchased value according to the contract, this policy, provider requirements, and applicable stored-value or unclaimed-property law.

Operator earnings are separate from customer Platform credits. We do not withhold undisputed, accepted operator earnings merely because an operator stops using the Platform, subject to lawful setoff, tax withholding, fraud review, and payment-provider requirements.

Changes and contact

We may update this policy prospectively. The version presented at purchase generally governs that transaction unless law requires otherwise. Material changes to purchased-credit treatment will receive appropriate notice and will not retroactively remove nonwaivable rights.

Questions and billing-review requests may be sent to hello@marketmonolith.com. Nothing in this policy limits a right or remedy that cannot lawfully be waived.