MUSIVO GALLERIA REFUND AND DISPUTES POLICY
Effective Date: 22 May 2026 Last Updated: 22 May 2026
1. OVERVIEW AND IMPORTANT NOTICE
1.1 Musivo Galleria is a marketplace platform. We do not sell any Products or Services. All Products and Services on the Platform are sold by independent Sellers.
1.2 READ THIS CAREFULLY: Because Musivo is a marketplace intermediary and not a seller, Musivo does not issue refunds for Products or Services purchased through the Platform. Refund requests must be directed to the Seller from whom you made your purchase.
1.3 The Platform Fee of ten percent (10%) charged by Musivo on every transaction is non-refundable under any circumstances.
2. DIGITAL PRODUCTS
2.1 General Rule — No Refunds on Digital Products. Due to the nature of digital goods (which cannot be returned once accessed, downloaded, or delivered), all sales of Digital Products are final. No refunds will be issued for Digital Products once access has been granted or a download has been made available.
2.2 Seller Refund Policies. Individual Sellers may, at their sole discretion, offer their own refund policies for Digital Products. Any such policy is the Seller's own and is not endorsed, guaranteed, or enforceable by Musivo. If a Seller has stated a refund policy in their listing, your claim for a refund under that policy is a matter between you and the Seller.
2.3 Whop Processing. Digital Products are processed through Whop, which acts as Merchant of Record. Whop's own refund and dispute policies may apply to the payment processing component of your transaction. For technical payment disputes, you may also contact Whop directly.
2.4 Exception — Non-Delivery. If a Digital Product was paid for but access was never granted and the Seller cannot be reached, you may report this to Musivo. Musivo may, at its sole discretion, investigate and take platform action against the Seller. However, Musivo does not guarantee any refund outcome and is not obligated to issue any refund in such circumstances.
3. PHYSICAL PRODUCTS
3.1 Seller's Responsibility. Physical Product Sellers are solely responsible for their own return, refund, and exchange policies. Before purchasing a Physical Product, Buyers should review the Seller's stated policies.
3.2 Damaged or Incorrect Items. If you receive a Physical Product that is materially different from its listing description, or that arrives damaged, your recourse is directly with the Seller. Musivo is not responsible for the condition, quality, accuracy, or delivery of Physical Products.
3.3 Non-Delivery of Physical Products. If a Physical Product is not delivered within the Seller's stated timeframe, you should contact the Seller directly. If the Seller is unresponsive or unable to resolve the matter, you may report the issue to Musivo. Musivo may take platform action against the Seller but does not guarantee any refund.
3.4 Stripe Disputes. Physical Product payments are processed through Stripe Connect. If you believe a payment was processed in error or if there is a fraudulent charge on your payment method, you may be entitled to initiate a dispute with your bank or card provider. Such disputes are handled between you, your financial institution, and Stripe. Musivo's Platform Fee is not subject to recovery through such disputes.
3.5 Returns and Shipping. Physical Product return logistics, including return shipping costs and timelines, are governed solely by the individual Seller's policies. Musivo is not involved in any return, exchange, or re-delivery process.
4. BRAND BOOKINGS AND SERVICES
4.1 No Refund Guarantee. Musivo does not guarantee, and is not responsible for, the delivery of any Brand Booking or Service. Payments for Brand Bookings are made directly to Sellers upon transaction. Musivo does not hold funds in escrow.
4.2 Non-Performance. If a Seller fails to deliver agreed Brand Booking Services, your claim is entirely against the Seller. Musivo strongly recommends that Buyers and Sellers agree the full terms of any Brand Booking in writing before payment is made.
4.3 Your Options. If a Seller fails to deliver Brand Booking Services, you may: (a) Contact the Seller directly to seek resolution; (b) Report the matter to Musivo through the dispute mechanism on the Platform; (c) Seek legal advice regarding your rights against the Seller; (d) Where applicable, contact your payment card provider regarding chargeback options.
4.4 Musivo's Role in Disputes. Musivo may, at its sole discretion, review reported disputes and take platform action against Sellers with a pattern of non-delivery. This does not make Musivo liable for any refund or compensation.
4.5 Platform Fee. The Platform Fee of ten percent (10%) is non-refundable in all circumstances, including where a Seller fails to deliver Brand Booking Services.
5. THE PLATFORM FEE — ALWAYS NON-REFUNDABLE
5.1 Musivo's Platform Fee of ten percent (10%) of every transaction is collected at the point of payment and is NON-REFUNDABLE UNDER ANY CIRCUMSTANCES WHATSOEVER.
5.2 This includes but is not limited to circumstances where: (a) A Seller fails to deliver a Product or Service; (b) A Buyer is dissatisfied with a Product or Service; (c) A transaction is disputed or charged back; (d) A Seller's account is suspended or terminated; (e) Either party cancels the transaction after payment; (f) A Product does not match its description; (g) Any other reason or circumstance.
5.3 The Platform Fee compensates Musivo for providing the marketplace infrastructure, payment facilitation, and related services, all of which are rendered at the time of transaction.
6. CHARGEBACKS
6.1 Musivo takes chargeback fraud seriously. If you initiate a chargeback for a payment made through the Platform, this may result in: (a) Immediate suspension of your account; (b) Investigation of the circumstances; (c) Permanent termination of your access to the Platform; (d) Recovery action against you for any losses suffered by Musivo.
6.2 If you have a legitimate concern about a payment, you should first contact the Seller and, if unresolved, report the matter to Musivo before initiating a chargeback with your bank.
7. HOW TO REPORT A DISPUTE
7.1 To report a dispute, contact Musivo at: support@musivogalleria.com
7.2 Include in your report: (a) Your name and account email address; (b) The Seller's name and/or handle; (c) The transaction date and amount; (d) A description of the issue; (e) Any relevant evidence (screenshots, communications, receipts).
7.3 Musivo will acknowledge your report within five (5) business days. Musivo may investigate and take platform action but is not obligated to issue any refund or compensation.
7.4 Musivo's review of any dispute is provided as a courtesy only and does not constitute Musivo's assumption of any liability for the underlying transaction.
8. DISCLAIMER
MUSIVO GALLERIA IS A MARKETPLACE PLATFORM ONLY. WE DO NOT SELL PRODUCTS OR SERVICES. WE ARE NOT RESPONSIBLE FOR THE QUALITY, SAFETY, LEGALITY, OR DELIVERY OF ANY PRODUCT OR SERVICE LISTED ON THE PLATFORM. ALL DISPUTES REGARDING PURCHASES ARE BETWEEN BUYERS AND SELLERS. MUSIVO'S PLATFORM FEE IS NON-REFUNDABLE IN ALL CIRCUMSTANCES.