REFUND POLICY

Refund Policy

Effective: July 30, 2026

Refunds are governed by the order and request status in the account center. Submitting a browser request does not directly change a balance. An administrator must approve it before the verified payment refund workflow begins.

1. Unpaid recharge orders

You may cancel a pending recharge order owned by your account. An official-payment order is marked cancelled locally only after the provider confirms that it has been closed. If the provider has received payment, the order cannot be cancelled as unpaid.

2. Paid recharges

You may request a refund for your own paid, unrefunded recharge order. To prevent the same funds being spent twice, the available balance must cover the requested amount. An approved refund is normally returned to the original payment method; timing depends on the provider and financial institution.

3. Plan orders

You may request a refund for your own paid or applied plan order when the account page offers the action. Review considers order state, service use, occupied device allowance, abuse, and disputes. A request may be denied when a digital service has been substantially consumed, the order has expired, or applicable law does not require a refund.

4. Request and processing

Select “Request refund” in the account order history and give an accurate reason.
The system records the reason and request state. Repeating the same pending request does not create multiple refunds.
Only administrator approval calls the payment or balance refund state machine. A rejection records the decision time and note.
While an official provider reports processing, the order remains “Refund in progress.” Balance and final status change only after a trusted provider callback or query confirms success.

5. Unsupported or delayed cases

The order is not owned by the account, is unpaid, cancelled, already refunded, or already has a pending request.
Recharge funds were spent and the current balance cannot be safely debited.
Fraud, cash-out behavior, a payment dispute, account risk, or law requires further review.
Provider maintenance, bank processing, or incomplete information causes delay.

6. Invoices

A refund for an invoiced order may require a credit note, cancellation, or other tax procedure first. Use the contact page and include the order and invoice identifiers.

7. Contact

If the order page cannot submit a refund request, sign in and use an in-account support ticket with the order ID and a description. Never include a password, payment secret, or full card details.