VOGPLAY Refund Terms

These Refund Terms explain the conditions for cancellations, Digital Product replacements, and refunds for transactions completed through VOGPLAYcite: 1. This document forms an integral part of the Terms and Conditionscite: 1.

Consumer rights that cannot be waived under applicable laws and regulations remain valid even if not explicitly mentioned in this documentcite: 1.

1. Provider identity

VOGPLAY is operated by:

PT. Codeweb Kreatif Indonesia
Jl. Linggapura Barat No. 03, RT/RW 001/001, Tonjong, Brebes, Central Java 52271

In this document, PT. Codeweb Kreatif Indonesia is referred to as “VOGPLAY”, “We”, or “Company”.

2. Scope

These Terms apply to purchases of vouchers, digital codes, game credits, top-ups, subscriptions, and other non-physical products or services available through VOGPLAY.

Digital Products may be delivered or activated within a short time frame and, once successfully processed, generally cannot be recalled from an account or Destination Data. Therefore, eligibility for cancellation and refund is determined based on Order status and transaction verification results.

3. Definitions

In these Terms:

1. Digital Product means vouchers, digital codes, top-ups, game credits, subscriptions, or other non-physical products and services.
2. Order means a purchase request for a Digital Product submitted through VOGPLAY.
3. Destination Data means information used to deliver Digital Products, such as user ID, server, region, phone number, email address, or customer number.
4. Partner means publishers, distributors, product providers, payment providers, financial institutions, or other parties involved in the transaction.
5. Refund means the full or partial return of funds paid after an application is approved or where required by law.

4. General principles

We evaluate applications fairly based on evidence, system records, Partner status, and applicable legal provisions.

General terms include:

• Unpaid Orders may be canceled or allowed to expire without a Refund, as no funds have been received.
• Paid Orders that have not yet begun processing may be requested for cancellation, but success depends on whether instructions to Partners can still be halted.
• Orders in processing cannot always be canceled because delivery or activation instructions may be automated and irrevocable.
• Orders that have been successfully delivered, activated, redeemed, or used are generally final, unless a verified error occurs or law mandates alternative resolution.
• We reserve the right to select the most appropriate resolution, including re-processing, replacing the Digital Product, or issuing a refund.

5. Eligible conditions for submission

You may submit a request for investigation and resolution if:

1. payment has been successfully confirmed, but the Order failed and the Digital Product was not received;
2. payment succeeded, but the Order was not processed within a reasonable time frame and cannot be fulfilled;
3. the delivered Digital Product differs from the Order details;
4. digital codes are invalid or were redeemed prior to your receipt, based on Partner verification;
5. unintentional duplicate payments or Orders occurred, and one of the Digital Products remains unused or cancellable;
6. the billed amount exceeds the sum listed in the transaction summary;
7. the Order was canceled by VOGPLAY or Partners after payment was received; or
8. a Refund is mandated by applicable laws or decisions of competent authorities.

Submitting a request does not guarantee automatic approval. We must inspect delivery status, product usage, payment flows, and supporting evidence.

6. Conditions generally ineligible for refund

Unless otherwise mandated by law, Refunds are generally not provided if:

• you change your mind after the Digital Product has been successfully processed;
• you incorrectly select the product, denomination, platform, region, or server;
• you provide incorrect, incomplete, or unauthorized third-party Destination Data;
• the Digital Product has been successfully delivered, activated, redeemed, used, or the code was disclosed and rendered usable;
• the product cannot be used due to device compatibility, account standing, region lock, age restriction, or unfulfilled publisher terms on your end;
• your game account or service account is restricted, suspended, or terminated by the publisher;
• you fail to receive promotional benefits due to non-eligibility under promotional terms;
• price changes occur after the Order is completed;
• delays fall within a reasonable verification or processing time frame; or
• the transaction involves fraud, promotional abuse, legal violations, or breaches of the Terms and Conditions by the User.

We will still evaluate cases individually if there are indications of system errors, Our mistakes, or mandatory consumer rights that must be fulfilled.

7. Destination Data errors

You are required to verify Destination Data prior to confirming payment. Once a Digital Product is successfully delivered to the Destination Data you provided, We are generally unable to transfer, revoke, or refund it.

If an Order has not yet been processed, contact Us immediately. We will attempt to halt or correct the Order, but cannot guarantee changes can be executed once instructions are forwarded to Partners.

8. Invalid or pre-used codes

For complaints regarding invalid or allegedly pre-used digital codes, We may request:

• Order number;
• complete uncropped screenshots of error messages;
• date and time of redemption attempts;
• platform or service name where the code was redeemed; and
• additional information required by publishers or distributors.

Do not submit account passwords, PINs, OTP codes, or authentication details. We may forward relevant evidence to Partners to verify activation or redemption status.

If a code is verified as invalid prior to your usage, resolution may include a replacement code, an equivalent product upon your consent, or a Refund.

9. Duplicate transactions

If you make two identical Orders, report it immediately and do not use the product from the Order intended for cancellation.

We will verify whether the transaction is genuinely duplicated and whether one of the Orders can still be stopped or its product remains unused. If both products were successfully delivered or used, the request may be denied provided no system error or legal obligation applies.

10. Failed, delayed, or mismatched payments

Payment status on your account statement may temporarily differ from Order status due to payment provider reconciliation processes.

If funds appear deducted but the Order remains unconfirmed, We will verify the final payment status. Outcomes may include:

1. payment confirmed and Order processed;
2. payment canceled or automatically refunded by the payment provider;
3. Order re-processed; or
4. Refund issued upon verified payment and Order failure.

Underpayments, overpayments, or payments lacking proper references are handled depending on identification capabilities and payment provider terms.

11. How to submit a request

Submit your application through official support channels and include:

• Order number;
• name and email address or phone number linked to the Order;
• product name and transaction amount;
• payment method and payment proof;
• relevant Destination Data;
• description of the issue and timestamp; and
• screenshots or other supporting evidence.

Redact unnecessary sensitive information. VOGPLAY will never request passwords, PINs, OTP codes, or account recovery codes.

Submit complaints as soon as possible after discovering the issue to ensure product and payment status can be verified effectively.

12. Investigation process

Upon receiving a request, We may:

1. verify completeness of the submitted information;
2. reconcile payment, Order, Destination Data, and delivery logs;
3. request additional details from you;
4. request verification from payment providers, publishers, or distributors;
5. temporarily place a hold on resolution in cases of suspected fraud, ownership disputes, or legal proceedings; and
6. communicate the decision and resolution form through available channels.

The length of an investigation depends on case complexity and Partner response times. We will handle requests within a reasonable time frame and statutory deadlines.

13. Forms of resolution

If a request is approved, resolution may be provided as:

• re-processing or completing the Order;
• replacement with the same Digital Product;
• replacement with an equivalent product based on your consent;
• VOGPLAY balance or store credit, if available and consented to by you; or
• full or partial Refund through available methods.

We will not force balance or store credit as a substitute for a Refund if applicable law entitles you to receive a refund through original payment channels.

14. Refund amount calculation

The refundable amount is determined based on the failed or canceled portion of the transaction, the actual amount received, benefits already used, and applicable statutory requirements.

Vouchers, discounts, cashbacks, points, or promotional perks are generally non-cashable. If a transaction is canceled, promotional benefits may be revoked or restored according to promotional rules.

Fees charged by payment providers, banks, or third parties will be refunded if such fees are refunded to Us or if their refund is required by law. Prior to approving a resolution, We will inform you of the processable Refund amount.

15. Methods and timeframe for receiving funds

Refunds are generally issued to the original payment method. If not possible, We may request an alternative method that is verifiable and held under the name of the rightful party.

Once Refund instructions are dispatched, receipt timelines depend on banks, digital wallets, payment outlets, or payment providers. We will supply status updates or reference codes where available.

We may require identity or account ownership verification to prevent funds from being remitted to unauthorized parties. Such data is processed in accordance with our Privacy Policy.

16. Payment disputes and chargebacks

If you have initiated a chargeback or payment dispute with your bank or payment provider, please notify Us. Double refunds for the same transaction are prohibited.

We may temporarily suspend internal resolution processes until the dispute status from the payment provider is resolved. We reserve the right to submit transaction logs and fulfillment proof to the payment provider in compliance with law and Privacy Policy.

17. Fraud and abuse

We reserve the right to reject, delay, or limit requests if there are reasonable grounds to suspect:

• evidence has been altered or fabricated;
• products were used but reported as unreceived;
• payment instruments were used without authorization;
• duplicate Refund attempts are being made;
• promotions or complaint channels are being abused; or
• the request pertains to illegal activities.

Such actions do not eliminate your right to provide clarification or lodge an appeal.

18. Denials and appeals

If your request is denied, you may ask for clarification or submit an appeal containing relevant new evidence. We will review the additional information and convey the result via support channels.

You remain entitled to utilize available statutory dispute resolution mechanisms provided by law.

19. Amendments to Terms

We may update these Terms to reflect service updates, operational process changes, Partner requirements, or statutory revisions. The version, effective date, and update date are specified at the top of this document.

Material changes will be notified via the Platform or other reasonable channels. The terms applicable to a transaction are those in effect at the time the transaction took place, unless required otherwise by law or if revisions are more favorable to the consumer.

20. Legal framework

These Terms are formulated in compliance with Indonesian laws and regulations, including:

• Law No. 8 of 1999 on Consumer Protection;
• Government Regulation No. 80 of 2019 on Trading Through Electronic Systems;
• Government Regulation No. 71 of 2019 on the Provision of Electronic Systems and Transactions; and
• other legal frameworks relating to electronic transactions, payments, and consumer protection.

In the event of a conflict between these Terms and mandatory statutory provisions, the mandatory statutory provisions shall prevail.

21. Contact Us

To submit a request or ask questions regarding Refunds, contact:

PT. Codeweb Kreatif Indonesia
Jl. Linggapura Barat No. 03, RT/RW 001/001, Tonjong, Brebes, Central Java 52271
Email: [email protected]
Phone/WhatsApp: +62 813-9000-7520