Refund Policy

Updated

This Policy sets out the refund rules for top-up orders. Please read and accept it before you top up.

  1. What can be refunded You can request a refund for a paid top-up order, up to the unspent part of the credit that order added. Bonus credit, referral rewards, and credit obtained from redemption codes are not refundable.

  2. How to request Submit a refund request from the order details page in the console. You will need to re-enter your password and give a reason. Each order can have only one refund request in progress at a time. Once you submit, the order changes to "Refunding" and you cannot request an invoice for it until the refund is resolved. You can still request a refund while your account is frozen.

  3. Review Refunds are reviewed manually by our finance staff; there are no automatic refunds. Larger refunds also need a second administrator's approval. If a request is rejected, we tell you why, the order returns to Paid, and you may request again.

  4. How refunds are paid Once approved, the refund amount is deducted from your balance and returned to your original payment method. How long it takes to arrive depends on the payment provider. If the provider fails to process the refund, your balance is restored and we notify you.

  5. Invoices and referral rewards If an invoice has been issued for the order, it must be voided before the order can be refunded. If this top-up earned a referral reward for the person who invited you, the unspent part of that reward is taken back when the refund is made.

  6. Special cases Where extra compensation is needed because of legal requirements or a prolonged Platform outage, we handle it separately and credit the compensation to your account.

  7. Policy versions Each order records the version of this Policy you accepted when placing it. An updated version of this Policy takes effect when it is published on this page.