OAZA MIRA LLC

This Refund Policy applies to all services booked via the Oaza Mira platform (www.oaza-mira.app), operated by OAZA MIRA LLC. By placing an order on our platform, you agree to the conditions set forth in this policy.

Oaza Mira acts as a digital intermediary platform connecting customers with independent care providers for memorial and grave care services. Upon placing an order, the request is immediately forwarded to a care provider for assignment and execution.

Important: Due to the immediate assignment of orders to independent providers, all bookings are considered final once confirmed. The service execution process begins immediately upon order placement.

All payments made via the platform are non-refundable. We do not provide cash refunds, bank transfers, or credit card chargebacks under any circumstances. This applies to both individual bookings and subscription payments.

Mandatory consumer rights are unaffected. Where you exercise a statutory right of withdrawal, or where the service was not provided or was defective, any amount owed to you is refunded in money — not as account credit. If you withdraw before full performance, you must pay a proportionate amount for the services already provided, and the remainder is refunded to you. Nothing in this section limits or excludes rights you cannot waive under the law of your country of residence, nor any rights you have under the rules of your card scheme or payment service provider.

In cases where a service was not provided or was provided in a significantly deficient manner (as determined solely by Oaza Mira based on Proof of Care verification), we may, at our sole discretion, issue an account credit to your Oaza Mira account. Account credits:

• Can be used for future bookings on the platform
• Are non-transferable and cannot be exchanged for cash
• Cannot be withdrawn or paid out
• Have no expiration date as long as your account remains active
• Expire upon account termination

Where a refund is required by law, it is not discretionary. The discretion described above applies only to goodwill credits granted beyond your statutory entitlements. It does not apply where mandatory consumer law gives you a remedy, and it does not make Oaza Mira the sole judge of whether such an entitlement exists.

5.1 GeneralBy placing an order on the platform, you acknowledge and accept that the ordered service is immediately forwarded to an independent provider for execution. Given the nature of the service as an intermediated, real-world service provided by third parties, the right of withdrawal does not apply once the order has been confirmed and assigned.

5.2 EU CustomersFor customers within the European Union: By confirming your order, you explicitly consent to the immediate execution of the service and acknowledge that you lose your right of withdrawal pursuant to Article 16(a) of the EU Consumer Rights Directive (2011/83/EU) once the service has been fully performed. For services not yet fully performed, you explicitly request that execution begins before the expiration of the 14-day withdrawal period and acknowledge the resulting loss of your right of withdrawal.

5.3 SubscriptionsSubscription services can be canceled at any time for future billing periods. No refunds or credits are granted for the current billing period. Cancellation takes effect at the end of the current billing cycle.

Right of withdrawal for EU consumers (14 days). If you are a consumer habitually resident in the European Union, you have the right to withdraw from a distance contract within 14 days, without giving any reason, in accordance with Directive 2011/83/EU on consumer rights and our Refund Policy. Performed services (Art. 16(a) of Directive 2011/83/EU). As maintenance services are often performed quickly (typically within 72 hours), when placing an order you expressly request that performance of the service begin immediately and acknowledge that you will lose your right of withdrawal once the service has been fully performed. If you withdraw before full performance, you must pay a proportionate amount for the services already provided, and the remainder is refunded to you.

If you are unsatisfied with a service, you may file a complaint within 48 hours of service delivery (evidenced by the uploaded Proof of Care). Complaints will be reviewed based on the submitted documentation. If a complaint is deemed justified, an account credit may be issued at our discretion.

The 48-hour window is the review period for the Proof of Care, after which the service is deemed accepted. It is not a limitation period for warranty claims. This does not affect the consumer’s non-waivable statutory rights in respect of defective performance.

All payments are processed securely via Stripe. OAZA MIRA LLC does not store credit card or bank details. For questions regarding payment processing, please contact us at contact [at] oaza-mira.app.

Initiating a chargeback or payment dispute without prior contact via the standard complaint procedure may result in the suspension or termination of your account. We reserve the right to pursue all available legal remedies for fraudulent chargebacks.

This Refund Policy is governed by the laws of the State of Florida, United States of America. All disputes are subject to the exclusive jurisdiction of the courts in Fort Lauderdale, Florida.

Exception for EU/Croatian consumers. If you are a consumer habitually resident in the European Union, the above choice of law cannot deprive you of the protection afforded to you by the mandatory consumer protection provisions of the country of your habitual residence (Art. 6 of Regulation (EC) No 593/2008 — “Rome I”). Notwithstanding the choice of the law of the State of Florida, you retain all non-waivable consumer rights under the law of your country of residence, and nothing in these Terms limits or excludes those rights. Furthermore, as a consumer resident in the EU, pursuant to Articles 17–19 of Regulation (EU) No 1215/2012 (“Brussels I bis”), you have the right to bring proceedings before the courts of your country of habitual residence and may be sued only before those courts. The above provision on the exclusive jurisdiction of the courts of Fort Lauderdale does not apply to the extent that it would conflict with those mandatory provisions.