Refund policy

1. Top-up could not be delivered

If your payment was confirmed but we could not deliver the top-up, you get a full refund:

• Paid from your wallet: the money goes back to your wallet automatically.
• Paid by KHQR: our team refunds you to the bank or wallet account you paid from, usually within 3 business days. If you prefer, we can add it to your JOJO TOPUP wallet instead.

2. Top-up delivered

Delivered in-game items are added to the game account straight away and cannot be taken back, so delivered orders can't be refunded or cancelled. This includes items you no longer want.

3. Wrong ID, game or region

If a top-up was delivered to the account details you entered, it can't be reversed, even if those details were wrong. That's why we show the in-game name before you pay, where the game allows it. Always check it.

4. Payment not completed

If your payment expires before it is completed, the order is cancelled and you are not charged. If money left your account but your order shows as unpaid or expired, contact us with the order number and your bank receipt. We will deliver the order or refund you.

5. Late delivery or duplicate payment

If your order is paid but nothing has arrived after 30 minutes, contact us and we will deliver it or refund it. If you were charged twice for the same order, we refund the extra payment.

6. Wallet balance

Wallet balance is meant to be spent in the store. If you would like unspent money you added refunded, contact us; we review these requests case by case. Bonus or promotional credit can't be refunded.

7. Payment disputes

Please contact us before opening a dispute with your bank; we can usually fix the problem faster. If a dispute is opened for an order that was delivered, we may suspend the account while it is reviewed.

8. How to ask for a refund

Send us your order number (for example MB7K2M9QXA) and, for KHQR payments, a screenshot of your bank receipt.

Reach us through our Support page. Please include your order number if your question is about an order.