KantoPayRefund & Cancellation Policy
KantoPay stores sell digital in-game goods (ranks, kits, cosmetics, in-game currency, prepaid gift cards). These are delivered automatically and instantly the moment a payment clears, and are consumed inside the game server.
1. Digital goods & change of mind
Our products are digital and delivered instantly, so once an item has been correctly delivered exactly as described, we don't refund a simple change of mind (you bought it, you no longer want it, you bought the wrong one). This does not limit your rights under Philippine law — including the Consumer Act (RA 7394) and the Internet Transactions Act (RA 11967). Where the law requires it, we will always re-deliver, replace, or refund, as set out in Section 2.
2. When we will always make it right
Because KantoPay buys and resells these goods, we are the seller to you — so this is our responsibility, not the store's. Contact the store or KantoPay within 7 days of purchase and we will sort it out when:
- you were charged but the item was not delivered in-game;
- you were charged more than once, or the wrong amount, for an order;
- the item doesn't work or isn't as described.
Refund methods & fees
For KantoPay errors (non-delivery, double charges, defective items): you are legally entitled to a full refund. We'll offer KantoPay store credit for instant resolution, or — if you prefer — a full cash refund to your original payment method (GCash, Maya, card) at no extra cost to you. Please allow 5–15 business days for banks and e-wallets to process cash refunds.
For accidental purchases or goodwill refunds: our policy doesn't cover change of mind or accidental purchases, but if we grant a goodwill refund at our sole discretion, it is issued as store credit. If a cash refund is instead requested and approved for a customer-side error, the payment provider's non-refundable processing fee for the method you paid with is deducted from the refunded amount — currently around 1.5%–2.5% for QR Ph and e-wallets, or 3.5%–4.5% plus a fixed ₱15 for cards.
3. What is not eligible
- Change of mind, accidental purchase, or no longer wanting an item that was delivered correctly.
- Purchases made by a minor without a parent or guardian's permission, or unauthorised use of someone else's payment method — except where a refund is required by law.
- Loss of an item due to a server reset, player ban, or any action the server operator takes against your account.
- Loss of access because the third-party game server shuts down, changes ownership, or alters its gameplay. We guarantee delivery of the item, but we can't guarantee the permanent lifespan of the third-party servers you play on.
- Gift cards or in-game currency that have already been redeemed.
4. How to request help
The store you bought from (their page and Discord) is usually the fastest route for help. For delivery or charging errors you can also email [email protected] with your order details and proof of payment. We aim to acknowledge complaints within 48 hours and to resolve them — by re-delivery, replacement, or an approved refund — within 7 calendar days (approved cash refunds may then take 5–15 business days to reach your account).
5. Chargebacks & fraud prevention
If an item was delivered as described, please contact us before filing a chargeback with your bank or e-wallet. Friendly fraud or unjustified chargebacks on delivered digital goods will result in a permanent ban of the associated payment method, billing details, and user from making future purchases across the entire KantoPay network, and we may actively dispute the chargeback with your payment provider.
To investigate and resolve a dispute, we may share relevant transaction data — such as IP address, login logs, and proof of in-game delivery — with our payment processor, the issuing bank, and the affected Creator. Filing a chargeback may also lead to immediate suspension of the associated account pending investigation.