Refund & Return Policy

    Last Updated: April 2026

    This Refund & Return Policy explains when and how refunds are issued for charges processed by Multraverse.ai (the "Platform," "we," "us"). It applies to fees you pay Multraverse.ai directly for our software and services. It also explains how refunds work for purchases made from a Tenant's business through our Platform — including purchases initiated by AI agents through the Stripe Agentic Commerce Protocol ("ACP").

    1. Scope

    There are two distinct types of charges to be aware of:

    • Platform charges — Subscription fees, usage overages, and one-time setup or build fees billed by Multraverse.ai to Tenants. These are governed by Sections 2–3 below.
    • Tenant charges — Payments End Customers (or AI agents acting on their behalf) make to a Tenant's business through Stripe Connect. Multraverse.ai is not the merchant of record for these charges. They are governed by the Tenant's own refund and return policy — see Section 4.

    2. Platform Subscription & Usage Fees

    • Monthly and annual subscription fees are billed in advance and are non-refundable for partial billing periods. Cancelling stops future billing at the end of the current period.
    • Usage-based overage charges (SMS, email, AI tokens, automation runs, etc.) are non-refundable once metered and invoiced, except where caused by a verified Platform defect.
    • If the Platform suffers a documented outage of more than four (4) consecutive hours within a single billing cycle, affected Tenants may request a pro-rata service credit applied to the next invoice.
    • Duplicate charges or charges made in error will be refunded in full within 5–10 business days of verification.

    3. One-Time Setup & Build Fees

    Setup, build, and custom-development fees are governed by the signed quote or statement of work. They are refundable in full before development begins and become non-refundable once work has started. Partial refunds for cancelled work-in-progress are at our reasonable discretion based on the work already performed.

    4. Purchases from Tenant Businesses

    When you buy a product or service from a Tenant's store, the Tenant is the merchant of record. Their published refund and return policy controls. Multraverse.ai operates the payment infrastructure (Stripe Connect) but does not approve, deny, or adjudicate refunds on the Tenant's behalf.

    To request a refund, return, or exchange for a Tenant purchase:

    • Contact the Tenant directly using the contact details on their order confirmation, invoice, or storefront.
    • Include your order or invoice ID and the reason for the request.
    • The Tenant's posted policy — including return windows, restocking fees, and shipping rules — applies.

    If you cannot reach the Tenant, you may also dispute the charge through your card issuer or bank. Stripe's standard dispute process applies.

    5. Agentic Commerce (ACP) Checkouts

    Some Tenants enable Stripe's Agentic Commerce Protocol so AI agents (such as ChatGPT, Meta, and others) can browse the Tenant's products and complete checkout on a buyer's behalf. For these orders:

    • The Tenant remains the merchant of record. Their refund and return policy is the controlling policy and is required by Stripe to be displayed at checkout by the agent.
    • Pre-fulfillment cancellations are honored when the Tenant's policy allows. After fulfillment, standard return windows and procedures apply.
    • Refund requests can be initiated through the agent that placed the order, through the Tenant directly, or through your card issuer.

    6. How to Request a Refund from Multraverse.ai

    For Platform charges (Sections 2 and 3), email support@multraverse.ai with the following:

    • The invoice number or charge ID
    • The date of the charge
    • A brief description of the reason

    We will acknowledge your request within 2 business days and provide a written decision within 5 business days. Approved refunds are returned to the original payment method and typically settle in 5–10 business days, depending on your bank.

    7. Chargebacks & Disputes

    Tenants are responsible for chargebacks and disputes initiated by their End Customers, including those arising from agent-initiated orders, as set out in our Terms of Service. We provide tooling in the Stripe Dashboard to help respond to disputes but do not adjudicate them.

    8. Returns of Physical Goods

    Multraverse.ai does not sell physical goods directly. Returns of physical goods purchased through a Tenant's store are handled entirely by the Tenant under their posted return policy, including return shipping responsibility and timelines.

    9. Changes to This Policy

    We may update this policy from time to time. Material changes will be communicated to active Tenants by email or in-Platform notice at least 30 days before taking effect. The "Last Updated" date above reflects the current version.

    10. Contact

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