Refund and Payment Dispute Policy

Effective Date: 2026-07-17

Website / Platform:enjoygm.com

This Refund and Payment Dispute Policy explains how we handle refunds, cancellations, failed or delayed orders, payment authorization, payment disputes, chargebacks and anti-scam confirmations related to digital products and online top-up services. This Policy forms part of the Terms of Service.

1. General Principles

We are committed to handling orders fairly and efficiently. Because digital products and online top-up services are usually delivered electronically and may be difficult or impossible to reverse once completed, completed orders are generally final and non-refundable unless required by applicable law or expressly stated in this Policy.

An order is generally completed when the relevant in-game points, in-app points, live platform points, memberships, passes, top-up credits or other digital top-up entitlements have been delivered, credited, issued, made available for use or successfully processed according to the recipient information provided by the user.

If an order involves fraud, scam, induced top-up, money laundering, illegal funds or other unlawful / non-compliant risk, we may take measures such as suspending fulfillment, delaying processing, refunding, freezing, rejecting the order, restricting the account, preserving evidence or cooperating with investigations based on order status, fulfillment status, nature of risk, user identity, payment channel rules, law enforcement requirements and applicable law.

2. Digital Top-Up Fulfillment

Our services mainly include game top-ups, live streaming / voice chat / social entertainment app top-ups and related digital fulfillment services. Delivered entitlements may include in-game points, in-app points, live platform points, memberships, passes, top-up credits or other digital entitlements usable on relevant third-party platforms. Such entitlements are not cash, electronic money, cryptocurrency, securities, financial products, stored value products or freely transferable assets. Unless expressly permitted by applicable third-party platform rules, such entitlements may only be used on designated third-party platforms, accounts, regions or services. We do not provide entitlement buyback, cash-out, conversion, fund offset, money transfer or withdrawal services.

3. Refundable Circumstances

After review, we may provide a refund, cancellation, reprocessing, replacement or other reasonable solution if we determine that one of the following applies: service unavailability, supplier processing failure, technical error or operational reason caused failure to complete the order; we cancelled the order before fulfillment; the same order was charged repeatedly and the duplicate payment was not fulfilled; the product or service was not delivered and cannot be reasonably reprocessed; applicable law requires a refund; or we expressly promised a refund through the order page, written communication, email or other valid forms.

4. Circumstances Generally Not Eligible for Refund

Except as required by applicable law or expressly stated by us, refunds are generally not supported where the order has been successfully delivered or processed; the recipient information provided by the user was incorrect, incomplete, expired or unauthorized; the user selected the wrong product, region, account, quantity, payment method or promotion; the issue results from third-party platform rules, account restrictions, region restrictions, maintenance, service changes, suspension, bans or other decisions outside our control; the user refuses reasonable verification, refund review, dispute handling or customer support cooperation; or the refund request, dispute or chargeback is fraudulent, abusive, inconsistent with fulfillment records or raised after successful fulfillment.

For high-risk orders not yet delivered, we may prioritize suspension of fulfillment and proceed with refund, freezing or lawful cooperation with investigations. For orders successfully fulfilled and impossible to reverse, refund handling will be limited by the nature of digital products, third-party platform rules, supplier records and applicable law.

5. Incorrect Recipient Information

You are responsible for checking all recipient information before payment, including UID, account, player ID, server, region, phone number, email address, product type, quantity and other information required for fulfillment. If an order has been delivered to the recipient information provided by you, we may be unable to cancel, correct, recover or refund it even if the information was incorrect, unless required by applicable law or expressly stated by us.

6. Failed, Delayed or Incomplete Orders

If an order fails, is delayed or cannot be completed, please contact customer support. We may review our records, supplier records, payment-related records and relevant service provider records to confirm order status. Depending on the circumstances, we may provide reprocessing, replacement, cancellation and refund to the original payment method where feasible, or another reasonable solution agreed with customer support.

Orders under security review, payment confirmation, identity or payment authorization verification, supplier processing, user protection review or compliance review may require additional time. We may be unable to disclose detailed review standards, tools, signals, thresholds, supplier feedback, payment partner feedback or internal processes.

7. Refund Method and Timing

Refunds are usually returned to the original payment method where feasible and subject to payment partner processing, applicable law and our review. If a refund cannot be returned to the original payment method, we may provide another reasonable refund method where permitted by law and agreed with customer support. Refund arrival time may depend on the payment method, payment partner, issuer, bank, wallet provider, local payment partner, currency, country, region, compliance review and other factors beyond our control.

8. Fees, Taxes, Exchange Rates and Third-Party Charges

Except as required by applicable law or expressly stated by us, we do not guarantee refund of payment processing fees, bank fees, issuing bank fees, network fees, wallet fees, mobile carrier fees, exchange rate differences, taxes or other third-party charges. If a refund is processed in a different currency or through a payment partner, the final received amount may be affected by exchange rates, conversion fees, bank charges or payment partner rules.

9. Billing Names and Payment Records

In some regions, the billing or payment-related name displayed on your bank statement, card statement, payment receipt, invoice or other payment-related record may differ from the platform brand or main operating entity. Please refer to the Terms of Service for contracting entity and regional billing arrangements. The displayed billing name does not mean that the displayed entity provides banking, acquiring, payment institution, wallet, stored value, money transfer or financial services to you.

10. Payment Authorization and Verification

You represent and warrant that you are legally authorized to use any payment method used for an order and that all payment, billing and transaction information you provide is true, accurate, current and complete. If payment authorization cannot be verified, or the payment is reported as unauthorized, disputed, reversed, charged back, suspected of fraud or suspicious, we may review, delay, cancel, refund, reject, restrict or otherwise handle the order or account.

11. User Protection and Anti-Scam Confirmation

We provide anti-scam warnings to help protect users. Before payment, please confirm that you are not being asked, instructed, pressured or threatened by anyone to make the purchase; that you are not buying for investment, rebate, online task, job, prize, refund, account unlocking, account verification, dating, romance, streamer request, withdrawal, third-party collection or similar purpose; that you understand the Platform only provides digital top-up services and does not participate in third-party transactions, investments, rebates, dating, collection, escrow, money transfer, remittance, withdrawal, fund recovery or similar activities; and that digital top-up orders may be impossible to reverse once successfully fulfilled. If anyone asks you to purchase top-up products or promises that you will receive money, rewards, refunds, account unlocking, withdrawals or other benefits after purchase, please stop immediately and contact customer support.

12. Chargebacks and Payment Disputes

If you believe there is a problem with an order, we recommend that you first contact customer support and provide order evidence so we can investigate and handle the matter more quickly. If you directly initiate a chargeback, payment reversal or unauthorized payment claim with a payment institution, bank or card scheme, we will still investigate and respond within the time limits required by payment network rules, payment partner requirements and applicable law.

If you initiate a chargeback, payment reversal, payment dispute or unauthorized payment claim, we may investigate the order and, where reasonably necessary, provide information to payment partners, banks, card schemes, dispute handling institutions, service providers, suppliers or law enforcement agencies. Such information may include order records, delivery proof, account information, payment-related records, communication records, verification records, technical logs and other information reasonably necessary to handle the dispute or protect our rights.

13. Consequences of Abusive or Fraudulent Disputes

Where reasonably necessary to protect users, the Platform, payment security, service integrity, partners or legal compliance, and where a payment dispute, chargeback, payment reversal, refund request or claim is fraudulent, abusive, unlawful or inconsistent with a completed order, we may take appropriate measures. These may include reviewing, delaying, cancelling or refusing orders, restricting functions, suspending access, terminating the account, refusing future transactions, providing evidence to payment partners, and, to the extent permitted by applicable law, seeking recovery of reasonable, direct and provable losses, expenses, penalties, fees, investigation costs or other expenditures.

14. Customer Support and Evidence

If you report a delivery issue, refund issue, payment issue or dispute, we may request reasonable supporting information such as order number, payment record, recipient account or UID, screenshots, third-party platform records or other information needed to investigate the issue. Where reasonably necessary, we may review our records, supplier records, payment-related records or relevant service provider records to determine whether an order has been processed or completed.

15. Product, Checkout or Campaign-Specific Rules

Specific product pages, checkout pages, payment method notices, campaign pages, FAQs or supplemental rules may apply to particular products, services, regions, payment methods or campaigns. In the event of inconsistency, the specific rules displayed on the relevant product, service, payment method or campaign page shall prevail unless the law requires otherwise.

16. Contact Us

For refund, payment, delivery or dispute issues, please contact us through the customer support channels displayed on the Platform or by email at: service@enjoygm.com. Please provide your order number, payment record, recipient information and a clear description of the issue.