Refund Policy

Last updated: 5 November 2026

This policy applies to digital products ordered through the Epinby website, reseller panel, Telegram bot and API. It covers game top-ups, digital vouchers and other digital services sold on Epinby.

1. Failed or cancelled orders

If an order cannot be fulfilled and is confirmed as failed or cancelled, the amount charged for the undelivered order is returned to the same Epinby account balance. Confirmed failures are normally refunded automatically. If the balance has not been restored, contact Epinby support with your order ID.

For a partially fulfilled order, only the amount relating to the confirmed undelivered portion is refundable. Delivered items remain charged. An order refund is credited once and does not create a second refund if a status notification or API request is repeated.

2. Refunds return to your Epinby balance

Order refunds are internal balance credits that can be used for future purchases. They are not withdrawals, cash refunds or USDT transfers to an external wallet. Epinby does not provide balance withdrawals. See Payments and Balance for deposit terms.

3. Pending orders and timeouts

A pending or processing status, delayed response, connection error or API timeout does not by itself confirm that an order has failed. Delivery may still be in progress. Check the existing order status and contact support if it remains unresolved.

Do not place a replacement order while the original result is unknown. For API retries, follow the idempotency and status-check instructions in our API documentation. A refund is processed after non-delivery or cancellation is confirmed; we do not promise an automatic refund merely because a fixed waiting period has elapsed.

4. Completed orders and incorrect details

A valid digital code that has been correctly delivered, or a top-up successfully sent to the account specified in the order, cannot normally be cancelled, exchanged or refunded because you changed your mind or selected the wrong product.

Before ordering, check the product, denomination, region, player ID, server ID and recipient details. A successful delivery to incorrect details supplied by you is not refundable. If the order instead fails without delivery, the failed-order rule above applies.

Separate orders that are both successfully delivered remain separate purchases, including accidental duplicates.

5. Invalid codes or disputed delivery

If a code appears invalid or already redeemed, or a completed top-up appears missing, contact Epinby support promptly. We will check the order and available delivery evidence. If non-delivery or a defective item is confirmed, we will arrange a replacement or a refund to your Epinby balance, as appropriate. A completed status does not prevent you from reporting a genuine delivery problem.

Please provide the order ID, product, recipient details, time of the issue, exact error message and relevant screenshots. Do not post voucher codes, passwords, API keys or wallet recovery phrases publicly. Share any code needed for investigation only through official support.

6. Cancellation requests and support

Digital orders can enter fulfilment immediately. A cancellation request is not a guarantee of cancellation. Once delivery has started, we must confirm that it can be stopped before returning the balance.

Investigation time depends on the product and the evidence available. Contact support with your existing order ID instead of creating duplicate orders. This policy does not exclude rights or remedies that cannot lawfully be excluded.