Refund & Cancellation Policy

Status: ACTIVE - PUBLISH | Effective date: 09.10.2026

This policy applies to Digital Products, account-balance transactions and other eligible purchases made through EPINUSD. Mandatory rights that cannot legally be excluded remain unaffected.

1. Digital nature of products

Many EPINUSD products are electronically delivered codes, keys, vouchers, licenses, game currency or similar digital items. Once a unique code or entitlement has been revealed, accessed, delivered or consumed, it may no longer be capable of being returned to inventory.

2. Cancellation before delivery

A customer may request cancellation while an order has not yet been processed or delivered. Because many orders are automated, delivery may occur immediately after payment confirmation and cancellation cannot be guaranteed once processing has started.

3. Delivered products

Subject to mandatory law, a correctly supplied Digital Product is generally not refundable merely because the customer changed their mind after the code or entitlement was made accessible, or because the customer selected the wrong region, platform, currency, edition or account type where those restrictions were accurately disclosed.

4. Problems eligible for investigation

Contact us if you believe that:

• a code was invalid when supplied;
• a code had already been redeemed before it was delivered to you;
• the product delivered materially differs from the product ordered;
• a direct top-up was not credited because of a verified EPINUSD or supplier-side failure; or
• the paid product was not delivered.

5. Investigation and evidence

We may review order records, delivery logs, supplier or distributor records, redemption-status information made available by the issuer, screenshots, error messages and other relevant evidence. Customers must reasonably cooperate with the investigation.

There is no automatic entitlement to a refund merely because a claim is submitted. If the investigation verifies that the problem arose from EPINUSD or the upstream product supply chain, we will provide an appropriate remedy such as redelivery, replacement, account credit or refund, subject to applicable law.

6. Customer-provided information

For products delivered to an email address, game ID, account ID, region or other customer-supplied destination, the customer is responsible for checking the information before payment. If a non-reversible product is correctly delivered to the information supplied by the customer, a refund may be unavailable unless mandatory law requires otherwise.

7. Refund method

Where a monetary refund is approved, we will normally attempt to return value through the original payment route or another technically appropriate route supported by the relevant payment provider. Payment-provider, blockchain, legal, security or technical limitations may affect the exact procedure.

8. Cryptocurrency refunds

Cryptocurrency values can change between payment and refund. Unless mandatory law requires otherwise, EPINUSD does not guarantee that a refund will reproduce the customer's fiat-equivalent gain or loss caused by cryptocurrency price movements.

Where technically and legally appropriate, a cryptocurrency refund should normally be directed to the verified originating or otherwise approved refund address through the payment provider's supported process. We do not guarantee that every refund can be made in the identical asset, network or transaction structure used for the original payment.

Network fees, provider fees or non-recoverable transaction costs may affect the refundable amount where permitted by law and clearly applicable to the transaction.

9. EPINUSD Balance

An EPINUSD Balance is intended for purchases on the Platform and is not generally withdrawable or convertible by the user. Funding a balance is not the purchase of cryptocurrency or an investment. Refunds connected with balance transactions are handled according to the underlying transaction, technical feasibility and mandatory law.

10. Price changes

Holding an EPINUSD Balance does not reserve a product price. If the product price changes before purchase, the current price applies and the customer may need to add funds.

11. Fraud and abuse

We may refuse or pause a refund while reasonably investigating suspected fraud, false evidence, account compromise, duplicate refund requests or other abuse. This provision will not be used to remove a mandatory refund right.

12. How to request support

Contact [email protected] and provide the order number, account email where applicable, product, description of the issue and any relevant error evidence. Do not send passwords, private keys, seed phrases, card PINs or one-time banking codes.

13. Processing time

We will review requests within a reasonable period. Complex cases may require confirmation from a distributor, issuer or payment provider. Once a refund is initiated, settlement time may depend on the external provider or blockchain network.