REFUND & DELIVERY POLICY

1. Digital Delivery

All products and services covered by this Policy are delivered digitally.

No physical products are shipped.

For FC Coins orders, the purchased quantity is delivered to the gaming account associated with the order using the fulfillment method applicable to that transaction.

Customers are responsible for providing accurate information and completing any reasonable steps required for MercadoFC to process the order.

2. Standard Delivery Time

The standard expected delivery time for FC Coins orders is:

24 to 48 hours

The exact fulfillment time depends primarily on:

• the quantity of FC Coins purchased;
• current order volume;
• availability of the required in-game resources;
• the gaming platform;
• market conditions;
• availability of the relevant EA SPORTS FC systems;
• the customer's cooperation with the fulfillment process.

Smaller orders may be completed sooner, while larger orders may require more time within the stated delivery window.

3. When Fulfillment Begins

The fulfillment period begins once:

• the customer's payment has been successfully confirmed; and
• MercadoFC has received all information reasonably required to process the order.

If information required for fulfillment is:

• missing;
• incorrect;
• incomplete; or
• no longer valid,

the order may be placed on hold until the customer provides the information required to continue.

Time during which an order cannot be processed because MercadoFC is waiting for required information or action from the customer is not counted as fulfillment time attributable to MercadoFC.

4. Order Processing

Once fulfillment begins, the order may progress through different processing stages.

Depending on the size and nature of the order, delivery may be completed:

• in a single transfer; or
• in several partial transfers until the full purchased quantity has been delivered.

A partially delivered order is not considered fully completed until the entire purchased quantity has been successfully delivered.

5. Delivery Confirmation

An order is considered delivered when the purchased digital product or service has been successfully provided in accordance with the order.

For FC Coins orders, MercadoFC may maintain fulfillment records showing information such as:

• quantity delivered;
• delivery stages;
• fulfillment timestamps;
• order status;
• relevant transaction information.

Customers should contact MercadoFC promptly if they believe that an order has been incorrectly marked as delivered or completed.

6. Cancellation Before Fulfillment Begins

A customer may request cancellation of an order before fulfillment has started.

If:

• payment has been successfully completed; and
• MercadoFC has not yet started providing the purchased service,

the order may be cancelled and the applicable amount refunded, subject to any mandatory rules applicable to the transaction.

Cancellation requests should be submitted as soon as possible.

Submitting a cancellation request does not automatically stop an order that has already entered fulfillment.

MercadoFC will determine the status of the order at the time the cancellation request is received.

7. Cancellation After Fulfillment Has Begun

Once MercadoFC has started fulfilling an order, cancellation may no longer be possible in the same way as for an unprocessed order.

Where an order has already been partially fulfilled, any cancellation or refund will take into account:

• the part already delivered;
• the part that remains undelivered;
• applicable consumer rights.

Where applicable law permits MercadoFC to charge for a proportion of a service already performed at the customer's express request, any amount retained will be proportionate to the part already supplied.

MercadoFC will not charge the customer for a portion of an order that has not been delivered where the customer is legally entitled to a refund for that portion.

8. Completed Orders

Once an order has been fully and correctly delivered, MercadoFC does not normally offer a voluntary refund simply because the customer:

• changed their mind;
• no longer wants the purchased digital product or service;
• stopped playing the game;
• found a lower price elsewhere;
• experienced a subsequent change in the market value of FC Coins;
• no longer needs the purchased quantity.

This does not affect any mandatory right the customer may have where:

• the order was not correctly fulfilled;
• the wrong quantity was supplied;
• the service was not provided as agreed;
• the transaction was unauthorised;
• applicable consumer law provides another remedy.

9. Undelivered Orders

If MercadoFC is unable to deliver an accepted order within the stated 24–48 hour fulfillment period, we will review the order and take reasonable steps to resolve the issue.

Depending on the circumstances, the customer may be offered:

• completion of the outstanding delivery without undue delay;
• a revised fulfillment arrangement accepted by the customer;
• cancellation of the undelivered portion; or
• a refund for the undelivered portion.

If MercadoFC confirms that it cannot provide the purchased order and nothing has been delivered, the customer will be entitled to a refund of the amount paid for that order.

10. Partially Delivered Orders

Where only part of an order has been successfully delivered and MercadoFC cannot complete the remaining part, the customer will not lose the value of the undelivered portion.

Depending on the circumstances, MercadoFC may:

• complete the remaining delivery;
• agree another solution with the customer; or
• issue a proportional refund for the undelivered quantity.

For example, if a customer purchases a quantity of FC Coins and only part of that quantity can ultimately be delivered, any applicable partial refund will be calculated by reference to the portion of the purchased order that remains undelivered.

11. Incorrect Delivery

If you believe that:

• an incorrect quantity was delivered;
• only part of the order was delivered;
• the order was delivered incorrectly;
• the delivered service does not correspond to the order,

you should contact Customer Support as soon as reasonably possible.

Please provide:

• your order number;
• the email associated with your MercadoFC account;
• a description of the issue;
• any relevant information reasonably required to investigate the order.

MercadoFC will review the fulfillment records and, where the claim is confirmed, provide an appropriate solution in accordance with this Policy and applicable law.

12. Orders Cancelled by MercadoFC

MercadoFC may cancel an order where it cannot reasonably be fulfilled.

Examples may include:

• insufficient availability;
• technical problems;
• extended third-party system outages;
• incorrect information preventing fulfillment;
• an obvious pricing or technical error;
• suspected fraudulent or unauthorised payment activity;
• circumstances making fulfillment impossible.

If MercadoFC cancels a paid order before any portion has been delivered, the customer will receive a full refund for that order.

If part of the order has already been delivered, the treatment of the remaining amount will depend on the portion actually supplied and applicable consumer law.

13. Refund Eligibility

A refund may be available where, for example:

• MercadoFC cancels a paid order before delivery;
• MercadoFC is unable to provide the purchased order;
• part of an order remains undelivered and cannot be completed;
• an incorrect Service or quantity has been supplied and cannot otherwise be corrected;
• the customer validly exercises an applicable statutory right of withdrawal;
• applicable consumer law otherwise requires a refund.

Each request will be assessed according to the circumstances of the relevant order.

14. Refund Method

Refunds for purchases originally made by card will normally be returned to the original payment method.

MercadoFC does not normally issue a card-purchase refund to:

• another person's payment account;
• an unrelated bank account;
• an unrelated PayPal account;
• a different payment card.

Once MercadoFC submits a refund to the payment processor, the time required for the funds to appear on the customer's account may depend on the payment processor, card network, bank or card issuer.

15. Refund Amount

Where an order qualifies for a full refund, MercadoFC will refund the amount paid for the relevant order.

Where only part of an order qualifies for a refund, the refund will correspond to the applicable undelivered or refundable portion.

MercadoFC does not charge its own administrative refund fee where the customer is exercising a mandatory statutory refund or withdrawal right.

Currency conversion differences or independent charges applied by banks, card issuers or other third-party payment providers are outside MercadoFC's control, except where applicable law provides otherwise.

16. Refund Processing

Once a refund has been approved, MercadoFC will initiate it without undue delay.

Where a statutory withdrawal right applies, refunds will be processed within the period required by applicable law.

After MercadoFC has initiated the refund, additional processing time may be required by the customer's bank or payment provider before the amount appears in the customer's account.

CONSUMER RIGHT OF WITHDRAWAL

17. 14-Day Right of Withdrawal

Consumers located in the European Union and other jurisdictions providing equivalent rights may, where applicable, have a statutory right to withdraw from a distance contract within 14 days without providing a reason.

Whether and how this right applies depends on:

• the legal nature of the purchased digital product or service;
• whether fulfillment has started;
• whether fulfillment has been completed;
• the customer's express request for immediate performance;
• any acknowledgement required by applicable law.

MercadoFC does not exclude a statutory right of withdrawal where the law provides such a right.

18. Immediate Fulfillment

MercadoFC is designed to begin processing digital orders shortly after payment and the required fulfillment information have been received.

Customers therefore do not normally have to wait until the end of a 14-day withdrawal period before their order begins processing.

Where required by applicable law, MercadoFC will obtain the customer's express request or consent before beginning fulfillment during the statutory withdrawal period.

19. Services Started Before the Withdrawal Period Expires

Where the purchased transaction is legally treated as a service and the customer expressly requests that performance begins before the withdrawal period expires:

• MercadoFC may begin fulfillment immediately;
• the customer's statutory rights will continue to apply as provided by law;
• if the customer validly withdraws after performance has started, the customer may, where permitted by law, be responsible for the proportion of the Service already provided.

Where the Service has been fully performed and the legal requirements for loss of the withdrawal right have been satisfied, the statutory right of withdrawal may cease.

20. Digital Content

Where a purchased item is legally classified as digital content not supplied on a tangible medium, specific withdrawal rules may apply.

Where permitted by applicable law, the right of withdrawal may cease once supply has begun if all legally required conditions have been satisfied, including where applicable:

• the customer's prior express consent to begin supply;
• the customer's acknowledgement that beginning supply affects the right of withdrawal; and
• the required confirmation of the contract.

MercadoFC will not rely on the loss of a statutory withdrawal right unless the conditions required by applicable law have been met.

21. How to Exercise the Right of Withdrawal

Where you have a statutory right of withdrawal, you may notify MercadoFC through a clear and unambiguous statement that you wish to withdraw from the contract.

Where available and legally required, MercadoFC will also provide an online withdrawal function through the Platform.

A withdrawal request should identify:

• the customer;
• the relevant order or contract;
• the decision to withdraw.

Where the online withdrawal function is used, MercadoFC will provide confirmation of receipt in accordance with applicable law.

You may also contact Customer Support using the contact method displayed on MercadoFC.

22. Effect of Withdrawal After Partial Performance

Where:

• a valid withdrawal right applies;
• the customer expressly requested that performance begin immediately; and
• part of the Service has already been supplied,

the financial consequences will be determined according to applicable consumer law.

Where legally permitted, MercadoFC may retain an amount proportionate to the Service actually provided before the withdrawal request.

Any remaining amount due to the customer will be refunded.

23. Mandatory Consumer Rights

Nothing in this Policy should be interpreted as:

• eliminating a mandatory right of withdrawal;
• removing a legal remedy for non-performance;
• excluding rights relating to non-conforming digital content or services;
• requiring a consumer to waive rights that cannot legally be waived.

Where this Policy conflicts with a mandatory consumer-protection rule applicable to a customer, the mandatory rule will prevail.

24. Contacting MercadoFC About an Order

For cancellations, refunds, undelivered orders or withdrawal requests, contact MercadoFC Customer Support using the contact information displayed on the Platform.

Please include your order number whenever possible.

Full company and legal contact information is available in our Terms & Conditions.

This Refund & Delivery Policy should be read together with the MercadoFC Terms & Conditions.