Customer policy
Refund & Cancellation Policy
MASHDROP Direct Pay creates two separate commercial obligations: the Advertiser’s payment to the Publisher for the placement and the Advertiser’s separate 10% marketplace/service fee to MASHDROP. Refunds and remedies for those two payments are evaluated separately.
1. Before an agreement is accepted
Offers may be rejected, withdrawn, countered, or allowed to expire according to the marketplace workflow. Before an agreement is formed and payment is made, there is ordinarily no payment to refund.
2. After agreement formation
An accepted offer creates a commercial agreement between the Advertiser and Publisher. Cancellation after acceptance may require the agreement of the parties or another remedy supported by the agreement, MASHDROP policy, the payment provider, or applicable law.
3. Publisher placement payment
The placement price is paid directly to the Publisher through the Publisher’s connected payment account. A request involving non-performance, partial performance, quality, cancellation, or another Publisher obligation is therefore a Publisher-payment matter and is evaluated separately from the MASHDROP service fee.
MASHDROP may assist with marketplace evidence and dispute handling, but MASHDROP does not hold or escrow Publisher proceeds and cannot promise that every Publisher payment can be reversed.
4. MASHDROP service fee
The separate 10% MASHDROP marketplace/service fee is ordinarily earned when MASHDROP successfully facilitates the commercial connection and formation of a valid agreement. Later Publisher non-performance does not automatically make the MASHDROP fee refundable.
MASHDROP may refund or reverse its own fee when appropriate for cases such as a duplicate or erroneous MASHDROP charge, an invalid agreement, account compromise, or a material failure by MASHDROP to provide the marketplace service for which the fee was charged.
5. Partial or failed payment
Both required Direct Pay legs must be confirmed before MASHDROP treats the agreement as funded. If one payment succeeds and the other fails or remains ambiguous, the transaction is placed into an exception state for reconciliation rather than represented as successfully funded.
6. Duplicate, unauthorized, or compromised transactions
Report suspected duplicate, unauthorized, or compromised payments promptly. MASHDROP may request information needed to identify the agreement and provider transaction and will coordinate the appropriate remedy for the MASHDROP fee while directing Publisher-payment matters through the applicable Publisher/provider process.
7. How to request help
Contact support@mashdrop.com with the MASHDROP agreement reference and a concise description of the issue. Do not send card numbers, bank passwords, or other sensitive payment credentials by email.
8. Provider and legal rights
Payment-provider rules and applicable law may create additional rights, deadlines, or restrictions. This policy does not limit rights that cannot lawfully be waived.