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, unless an item's listing says otherwise, 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 60 days of purchase (or of delivery, for an item its listing says is delivered later) 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.
If a server shuts down or changes hands. If the game server shuts down, or changes hands and the new owner doesn't keep what you bought, before a timed item's paid time runs out (such as a 30-day rank) or before you've spent a gift card's balance, we refund the unused part. Normal changes to the server's gameplay don't count, and nor do resets or season wipes the item's listing told you about.
Purchases by someone under 18. If someone under 18 bought without a parent's or guardian's consent, that parent or guardian can ask us to cancel the purchase. We refund what was paid and remove the item; for a gift card, we refund its unused balance. The 60 days above don't apply to this. See our Terms of Sale, section 7.
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.
- Unauthorised use of someone else's payment method, except where a refund is required by law or section 2 gives one.
- Loss of an item due to a reset or season wipe its listing told you about, a player ban, or any action the server operator takes against your account.
- Normal changes to a server's gameplay. We guarantee delivery of the item, but we can't guarantee how long a third-party server runs, beyond the refunds for a server that shuts down or changes hands in section 2.
- Gift cards or in-game currency that have already been redeemed.
4. How to request help
The store you bought from is usually the fastest route for help. For delivery or charging errors you can also email support@kantopay.com with your order details and proof of payment. We aim to acknowledge complaints within 48 hours and to resolve them within 7 calendar days, by re-delivery, replacement, or an approved refund (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 the order, its payment record and proof of in-game delivery with our payment processor and the issuing bank or e-wallet. With the affected Creator we share only what they need: the order, the in-game name it went to and its delivery record, never your IP address or login logs. Filing a chargeback may also lead to immediate suspension of the associated account pending investigation.