Refund & Delivery Policy
Digital coins normally cannot be recalled after release. This page explains the limited circumstances in which an order can be corrected, reactivated or reviewed.
Strictly no refund after correct release
Once coins are released to the valid recipient ID supplied and confirmed by the customer, the sale is final. There is no customer-requested refund, cancellation or transfer for change of mind, accidental purchase or a customer ID mistake.
ID unavailable before release
If the ID is invalid, blocked, unavailable or unable to receive coins, the order waits for a usable ID for up to 24 hours. It then leaves the active queue and is archived as Awaiting Verified Claim. The payment is not automatically refunded or forfeited. The customer may reactivate fulfilment by proving the original payment/order and supplying a valid ID.
When a remedy may be reviewed
CEOs will review verified non-supply, failed delivery, valid duplicate payment, an incorrect release caused by a proven CEOs/system error, or any remedy required by Malaysian law. This does not guarantee a cash refund where fulfilment or correction remains possible.
Refund security
Any exceptional refund is subject to identity, fraud and original-payment verification. Where practicable, it is returned only to the verified original payment source—never to a third-party or substitute account provided by message.
Timing and reporting
Normal release is targeted within 1–5 minutes or up to 10 minutes during peak periods. If an order takes longer, contact support. Missing coins or an incorrect amount should be reported within 24 hours after the Completed notice for prompt evidence review. An approved correction or refund is targeted within 7 working days after full verification, excluding receiving-bank posting time.