Before you pay
You can cancel the order yourself from its page at any time while it is unpaid.
After paying, before fulfilment
Write to support in the order's conversation. If the order hasn't been fulfilled yet, we refund the amount we received.
If we can't fulfil it
If the service becomes unavailable or the problem is on our side, we refund everything we received.
After fulfilment or delivery
- Digital products can't be returned once topped up or once the code is delivered, because they are used immediately.
- If something went wrong on our side (the top-up didn't arrive or the code doesn't work), write to support on the order page. We check, then redo it or refund you.
- If a top-up went to wrong details you entered (such as a wrong Player ID), we usually can't recover it because it reaches another account.
Short or extra payments
- If you transferred less than the total, we tell you what's left. You can complete it or ask for what arrived to be refunded.
- If you transferred more than the total, write to support on the order page and we refund the difference.
How refunds are paid
- To the same wallet or InstaPay account you paid from, or to the WIND balance on your account if we agree on that with you in the order's conversation.
- An order paid with WIND balance is refunded to that balance.
- Refunds are for what you actually paid after the coupon discount, not the price before it.
- The order shows as refund in progress, then refunded, and you get a notification and an email at each step.
WIND balance
- An amount in EGP on your account, added when we refund an order to it, compensate you or give you a reward. Every movement is listed on the WIND balance page of your account.
- You can pay with it for any order it fully covers. It can't be moved to another account and doesn't expire.
- If you want your balance sent back to your wallet, contact support.