Refund Policy

Last updated: January 2026

Important: Top-ups and bill payments are instant and final once the end provider (telecom or utility) confirms delivery. A successful transaction where the service was delivered cannot be refunded.

1. When Refunds Apply

  • Failed but charged: if your card was charged but the top-up/bill was not delivered, the full amount is automatically returned to your PayEG wallet within 24-48 business hours; you can then withdraw it to your card.
  • Duplicate charge: the extra amount is fully refunded.
  • Non-delivery despite payment confirmation: we open an investigation with the provider and refund in full if non-delivery is confirmed.
  • Wallet top-up: you can request withdrawal of unused wallet balance within 14 days of the top-up (less any payment-gateway fees).

2. When Refunds Do Not Apply

  • Payments to a wrong subscription number you entered yourself (phone, meter, invoice).
  • Transactions where the service was successfully delivered (credit arrived, bill settled).
  • Internet packages, scratch cards, and subscriptions after activation.
  • Installments already forwarded to and settled by the lender.

3. How to Request a Refund

  1. Go to the Orders page in your account and select the transaction.
  2. Click "Request refund" and describe the issue.
  3. Or email voxai@doojin.art with the transaction ID, date, and a screenshot of the debit.

Initial response: within one business day. Card refund processing: 5-14 business days depending on your issuing bank.

4. Disputes

If you notice a charge you didn't make, contact us immediately — we will temporarily lock the account and open an investigation with the payment gateway.

5. Contact

Customer support: voxai@doojin.art