Refund & Withdrawal Policy
This policy explains your statutory cancellation rights and our voluntary goodwill refunds. It applies to purchases made on mandarinmiles.com. Our Merchant of Record is Creem (cards, Apple Pay, Google Pay, subscriptions and renewals); PayPal is available for one-time purchases only. Refunds are issued through the provider that took the original payment.
1. EU / EEA and UK consumers — 14-day right of withdrawal
If you buy as a consumer in the EEA or UK, you normally have 14 days from purchase to withdraw from a distance contract without giving a reason. Digital content is an exception: under the Consumer Rights Directive (Art. 16(m)) / UK Consumer Contracts Regulations and the Digital Content Directive, the right can be lost where (a) you expressly consented to immediate delivery, (b) you acknowledged that you thereby lose the right of withdrawal, and (c) delivery has begun.
Important: the exception applies only if that express consent and acknowledgement were actually collected at checkout. If they were not collected for your order, the full 14-day right applies. We will confirm this when you contact us rather than assume it.
To withdraw, email [email protected] within 14 days with your order email or receipt reference. You do not need to give a reason. We will confirm and refund the purchase price to the original payment method within 14 days of your notice, and revoke the associated access.
2. Subscriptions and renewals
Recurring plans renew automatically until cancelled. You can cancel at any time before the next charge date; cancellation stops future charges and does not retroactively refund the current period except where law requires it. Full details — price, billing interval, charge date, reminders and how to cancel — are in the Subscription & Auto-Renewal Terms. If a renewal was charged after you cancelled, or you did not receive the required renewal disclosure, contact us and we will refund that charge.
3. Voluntary goodwill refunds
Outside the statutory window, we offer a 14-day goodwill refund on one-time purchases that have not been substantially used, and on an initial subscription term where you contact us within 14 days of the first charge. Goodwill refunds do not cover activated classroom seats, consumed bundles or cases of suspected abuse. This voluntary promise does not limit any statutory right.
4. Faulty or unavailable digital content
If a reader or audio file is defective, inaccessible or materially different from its description, contact us first: we will repair, replace or refund as the applicable consumer law requires. This is separate from the withdrawal right above.
5. How refunds are processed
- Email [email protected] with the account email and order reference; we acknowledge within 5 business days.
- Approved refunds go back to the original payment method. Depending on the provider and bank, funds can take 5–10 business days to appear.
- Currency, tax and invoicing are handled by our Merchant of Record, which also manages chargebacks and disputes under its own terms.
6. US consumers
Refunds follow this policy and applicable state law. California and other states require clear disclosure and easy cancellation for automatic renewals; those disclosures are in the Subscription Terms. We do not impose a restocking fee on digital content.
7. Contact
[email protected] · Contact & Imprint · Terms of Service.
MandarinMiles is operated by David Chen, an individual based in mainland China.