Seller Protection Program

1- General Conditions

This Seller Protection Program (the "Program") applies to any Mercado Pago user who has sold tangible goods using the system in compliance with certain product sale and delivery requirements.

Mercado Pago may reimburse a certain amount regarding a specific sale where the relevant payment has been subject to a chargeback or reversal by the user who transferred the Funds, or in any case where the buyer states that they did not receive the purchased item.

2- Requirements to enter the program

In order to be reimbursed, the recipient of the Funds must meet the following conditions (the "Requirements") to be verified by Mercado Pago when it so requires. The recipient user must:

  1. Be registered using their true and updated personal information and have a Mercado Pago account at the time of the transaction;

  2. Have received payment into their Mercado Pago account for the sale of tangible goods;

  3. Not have collected any additional amount for accepting Mercado Pago;

  4. In the case of payments for purchases on Mercado Libre, the amount received through Mercado Pago may not be over 100% higher than the value of the item purchased on Mercado Libre.

  5. Answer Mercado Pago's requests for information within the required timeframes;

  6. Submit the documents relevant to the different shipment or delivery cases specified below;

Different product shipment or delivery cases:

In the event of delivery by hand, the recipient of the Funds must have the Item Delivery Form, which may be downloaded from Mercado Pago, signed by the person collecting the item and duly filled out. IMPORTANT: You must keep a copy of both sides of the Voter's Registration Card of the person collecting the item.

If the product was sent by courier or a transportation company, it must be addressed to the exact address informed by Mercado Pago and entered by the Buyer at the time of payment. Shipments to generic addresses (such as transportation terminals and courier offices) will not be deemed valid. If such is the type of address informed, the Seller may decide to send the goods at their own risk.

In order to verify the delivery and that the product has been sent by courier or a transportation company, the seller must submit the physical certificate provided by the chosen company stating the addressee's full name and the address for delivery (which must match the address informed by Mercado Pago).

3- Program coverage

The Program will cover Claims for tangible goods only, therefore excluding:

  • Intangible goods,

  • Services;

  • Licenses or access to certain contents;

  • Products other than acquired items;

  • Products prohibited by law and/or the General Terms and Conditions;

  • Any circumstances where the Requirements have not been entirely fulfilled.

4- Claim procedure

Mercado Pago will contact the user after receiving a claim or repudiation of the purchase by the buyer user to request the verification of the Requirements. Once all requirements have been met, Mercado Pago will analyze whether a certain amount in connection with the relevant sale should be reimbursed and will inform its decision.

If Mercado Pago decides to cover the Claim, it will totally or partially reimburse, at its sole discretion, the sum concerned in the claim, chargeback, or reversal made by the buyer user.

Even in the case that a Claim meets all the established requirements, Mercado Pago reserves the right to reject or refuse coverage of any Claim without the obligation to inform or specify any grounds for its decision and without entitling the user to any compensation or redress.

The user covered by the Program waives any court, administrative, or out-of-court action against Mercado Pago and/or Mercado Libre's website, and/or the company (or companies) operating and/or managing and/or exploiting them, for any difference between the damage sustained and the amount received under the Program.

5- Costs

The Program and the coverage afforded by Mercado Pago are completely free of charge, regardless of Mercado Pago's decision regarding the program's applicability.

6- Mercado Pago does not provide insurance

It is hereby expressly stated that Mercado Pago is not an insurance company and it does not provide or offer any insurance through the Seller Protection Program. It only allows Mercado Pago users to be reimbursed a certain amount regarding a specific sale where the relevant payment has been subject to a chargeback, annulment or reversal by the user who transferred the Funds, or where the buyer states that they did not receive the purchased item, provided the recipient of the Funds fulfills the applicable requirements.

7- Prohibitions

Users may not incur, at Mercado Pago's sole discretion, in malicious or fraudulent conduct to benefit from the program or connive with other people or users to obtain coverage.

These activities, and reiterated Claims, will be investigated by Mercado Pago, and the infringer, or the user who received several claims, may have their Mercado Pago and Mercado Libre accounts suspended or banned, without prejudice to any legal action that may be brought for the commission of crimes or infractions, in addition to the relevant civil lawsuits and criminal complaints.

8- Changes to the program. Term

Mercado Pago may change the Terms and Conditions and/or requirements and other conditions of the program at any time by publicly announcing the modifications on the Site** **and/or informing the modifications via e-mail to the buyer's main address. All modified terms will be effective upon their publication.

In addition, Mercado Pago reserves the right to discontinue, terminate, cancel, and temporarily or permanently suspend the program without entitling users to any claims, even where any such claims may have already been filed.

9- Jurisdiction and applicable law. Address

This agreement will be governed by the laws in force in the Republic of Mexico. Any dispute arising from this agreement, its existence, validity, interpretation, scope, or performance shall be submitted to the ordinary courts in the City of Mexico, D.F.

The address of Mercado Libre, S.A. de C.V. is set at Felix Cuevas No. 6 Quinto Piso Oficina 501, Colonia Tlacoquemecatl del Valle, Benito Juarez (Código Postal 03200) México, D.F., México.

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