CURRENT STATUS
No paid Founder checkout
The Waiting List creates no charge or purchase. For a future paid order, the accepted confirmation and applicable law determine the cancellation route and any remedy.
CURRENT PUBLIC POLICY
Paid Founder checkout is closed
Joining the Waiting List does not create a purchase or a charge. This page describes the process for a future paid order and other MUTERRA purchases when their own terms are published. A provider-approved checkout, full order schedule and confirmation must be in place before a paid Founder sale opens.
CONTACT
Request a manual review
Email support@muterra.com or write to MUTERRA LTD at the contact address shown in your order. Give the order reference, product, purchase date, contact email and a short description of the issue. You can cancel by any clear statement where a cancellation right applies; use of a model form is optional. We will check the accepted terms, delivery record, selected consents and law applicable to the transaction, then respond with the route and timing.
Do not send a seed phrase or private key. If the problem is an incorrect network or wallet transfer, include the public transaction reference only.
STATUTORY RIGHTS
Cancellation and faulty delivery
The applicable right and period depend on the product and the buyer’s country. For qualifying UK distance contracts for services or intangible digital content, the ordinary cancellation period is normally 14 days after contract formation. If a digital-content element is supplied early, loss of its ordinary cancellation right requires the applicable prior express consent and acknowledgement, followed by the required confirmation. Services have a separate early-performance rule. Merely viewing a pending cabinet balance or transferring an asset to a wallet does not by itself establish a valid waiver.
Faulty, misdescribed, late or undelivered content can give remedies apart from an ordinary change-of-mind cancellation. The seller remains responsible for the obligations it accepted in the order. See Founder Pass Terms — Cancellation and refunds → for the full current policy.
REIMBURSEMENT
Statutory refunds: fees and timing
Where a statutory refund is due, we follow the applicable legal deadline and normally refund to the original payment method unless you expressly agree otherwise. We do not automatically deduct card-processing costs or apply a flat 1.5% or 2% fee. A legally permitted charge for services actually supplied after a valid early-performance request is assessed separately under the applicable rule and explained to the buyer.
If an order is not accepted after payment was received, the payment is returned without a processing deduction.
OTHER REQUESTS
Discretionary refunds and technical corrections
Outside mandatory rights, you can ask MUTERRA to consider a discretionary refund. Any offer, conditions and legally permitted actual costs are explained in writing; no blanket processor deduction applies under the current Founder launch policy. Payment errors, duplicate charges, misdelivery and product faults are reviewed as their own issues, not treated as discretionary change-of-mind requests.
If cancellation or a remedy requires correcting digital entitlements, we identify the affected order and assets. We can reverse controlled, undelivered entitlements where lawful; we do not claim to retrieve an on-chain asset that is outside our control or condition a mandatory refund on an impossible technical reversal.
RECORDS
Keep the accepted order
The order confirmation should preserve the seller, class, price, taxes, delivery commitments, licence, accepted document versions, cancellation route and any separate early-supply consent and acknowledgement. If a dispute remains, send these records to support so the correct product, supply stage and applicable rights can be checked.