Refund Policy

1. Overview

At ElisalateAE.help Services ("we," "our," or "us"), we strive to provide reliable and instant mobile recharge services. This Refund Policy explains the circumstances under which refunds may be issued and the process for requesting a refund.

Please read this policy carefully before making a purchase. By using our services, you acknowledge that you have read, understood, and agree to this Refund Policy.

2. Non-Refundable Services

The following transactions are generally non-refundable:

2.1 Successfully Delivered Recharges

• Mobile credit that has been successfully delivered to the recipient's mobile number
• Data packages, SMS bundles, or voice minutes that have been activated
• Prepaid plans that have been successfully subscribed
• Credit transfers that have been completed

Reason: Once mobile credit is delivered to a mobile number, it becomes the property of the mobile account holder and cannot be reversed by the telecommunications operator.

2.2 User Error

Refunds are not issued for the following user errors:

• Incorrect Mobile Number: Entering a wrong mobile number that results in credit being delivered to an unintended recipient
• Wrong Plan Selection: Selecting an incorrect recharge amount or data plan
• Wrong Operator: Attempting to recharge a number from a different telecommunications operator
• Buyer's Remorse: Changing your mind after a successful transaction

3. Eligible Refund Scenarios

Refunds may be issued in the following circumstances:

3.1 Technical Failures

• Payment Deducted but Credit Not Delivered: If your payment was successfully processed but the mobile credit was not delivered to the recipient's mobile number within 24 hours
• System Error: If a technical error on our platform resulted in an incorrect charge
• Double Charge: If you were accidentally charged twice for the same transaction
• Service Downtime: If you were charged during a service outage that prevented successful delivery

3.2 Fraudulent Transactions

• Unauthorized transactions made using stolen payment information (subject to verification)
• Transactions resulting from security breaches on our platform (subject to investigation)

3.3 Incorrect Charges

• If you were charged an amount different from the displayed price at the time of purchase
• If a promotional discount or coupon code was not properly applied

4. Refund Request Process

4.1 How to Request a Refund

If you believe you are eligible for a refund, follow these steps:

1. Gather Information: Have your transaction ID, date of purchase, mobile number recharged, and amount paid ready
2. Contact Customer Support: Reach out to us within 7 days of the transaction through:
   • Email: [email protected]
   • Phone: +971-XX-XXX-XXXX (Available Sat-Thu, 8 AM - 8 PM GST)
   • WhatsApp: +971-XX-XXX-XXXX
   • Live Chat: Available on our website 24/7
3. Provide Documentation: Submit proof of payment (receipt, bank statement) and any relevant screenshots
4. Wait for Review: Our team will investigate your request within 3-5 business days
5. Receive Decision: We will notify you via email about the outcome of your refund request

4.2 Information Required

When submitting a refund request, please provide:

• Full name and email address associated with the transaction
• Transaction ID or reference number
• Date and time of the transaction
• Mobile number that was supposed to be recharged
• Amount paid and currency
• Payment method used (credit card last 4 digits, payment gateway reference)
• Detailed description of the issue
• Supporting documentation (screenshots, SMS confirmation or lack thereof, bank statement)

4.3 Investigation Process

Upon receiving your refund request, we will:

1. Verify the transaction in our system
2. Check delivery status with the telecommunications operator
3. Review payment processor records
4. Examine system logs for errors
5. Contact you if additional information is needed
6. Make a decision based on our findings

5. Refund Processing

5.1 Refund Methods

Approved refunds will be processed using the original payment method:

• Credit/Debit Card: Refund to the original card used for payment
• Digital Wallets (Apple Pay, Google Pay): Refund to the linked payment source
• Bank Transfer: Refund to the original bank account (may require bank details)

Note: Refunds are issued in the original currency of the transaction.

5.2 Refund Timeline

• Approval Notification: Within 3-5 business days of receiving your complete refund request
• Refund Processing: Initiated within 2 business days of approval
• Bank Processing Time:
  • Credit cards: 5-10 business days
  • Debit cards: 5-10 business days
  • Bank transfers: 3-7 business days
  • Digital wallets: 3-5 business days

Total timeframe: Refunds typically appear in your account within 10-15 business days from the date of approval.

5.3 Partial Refunds

In certain cases, partial refunds may be issued:

• If you received some but not all of the purchased credit
• If a discount or promotion was incorrectly applied
• If service fees are non-refundable but the product amount is refundable

6. Transaction Fees

Please note the following regarding transaction and processing fees:

• Payment Processing Fees: Non-refundable fees charged by payment processors (typically 2-3% of transaction value) are not refunded
• Currency Conversion Fees: Fees for currency conversion are non-refundable
• Bank Charges: Any bank charges incurred during the original transaction or refund process are the customer's responsibility

7. Chargebacks and Disputes

7.1 Contact Us First

Before initiating a chargeback with your bank or credit card company, please contact our customer support team. Most issues can be resolved quickly without the need for a chargeback.

7.2 Chargeback Process

If you file a chargeback:

• We will be notified by our payment processor
• We will provide evidence of service delivery to the payment processor
• Your account may be suspended pending investigation
• If the chargeback is found to be invalid, you may be liable for chargeback fees
• Repeated invalid chargebacks may result in permanent account termination

7.3 Fraudulent Chargebacks

Filing a fraudulent chargeback (claiming you didn't receive services that were successfully delivered) is considered fraud and may result in:

• Immediate account suspension
• Legal action to recover losses
• Reporting to credit bureaus and fraud prevention services

8. Promotional Credits and Bonuses

• Promotional Credits: Bonus credits, rewards, or promotional offers are non-refundable
• Referral Bonuses: Credits earned through referral programs cannot be refunded for cash
• Loyalty Points: Points or credits from loyalty programs have no cash value and are non-refundable
• Discount Coupons: Used coupon codes cannot be refunded; only the amount actually paid

9. Special Circumstances

9.1 Service Disruptions

If our service experiences extended downtime or disruptions:

• We will notify users via email and website banner
• Transactions during confirmed outages may be eligible for refunds
• We may offer credits or compensation for inconvenience

9.2 Telecommunications Operator Issues

If the mobile operator experiences technical issues:

• We will work with the operator to resolve delivery issues
• Refunds may be delayed pending operator investigation
• Alternative compensation may be offered (e.g., redelivery, account credit)

9.3 Legal Requirements

We may issue refunds as required by:

• Consumer protection laws in your jurisdiction
• Court orders or regulatory decisions
• Payment processor dispute resolutions

10. Account Credits vs. Refunds

In some cases, we may offer account credit instead of a monetary refund:

• Account Credit: Issued immediately and can be used for future purchases
• Expiration: Credits typically expire after 12 months
• Non-Transferable: Credits cannot be transferred to another account or redeemed for cash
• Your Choice: You can request a monetary refund instead of account credit in eligible cases

11. Consumer Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws, including but not limited to:

• UAE Consumer Protection Law: Rights under Federal Law No. 15 of 2020
• EU Consumer Rights Directive: Rights for EU customers (where applicable)
• Distance Selling Regulations: Rights for purchases made online

If local consumer protection laws provide greater rights than this policy, those laws will prevail.

12. Exceptions and Limitations

We reserve the right to deny refund requests in the following circumstances:

• Request submitted more than 30 days after the transaction date
• Insufficient evidence of payment or delivery failure
• Suspected fraudulent activity or abuse of refund policy
• Violation of our Terms and Conditions
• Account suspension or termination due to policy violations
• Repeated refund requests that indicate pattern of abuse

13. Amendments to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify users of material changes via:

• Email notification to registered users
• Prominent notice on our website
• In-app notification (if applicable)

Your continued use of our services after changes constitutes acceptance of the updated policy.

14. Contact Information

For refund requests, questions, or concerns about this policy, contact us:

15. Dispute Resolution

If you are not satisfied with our handling of your refund request:

1. Escalation: Request escalation to a senior support manager
2. Written Complaint: Submit a formal written complaint to our customer service department
3. Alternative Dispute Resolution: We may offer mediation or arbitration services
4. Regulatory Complaint: You may file a complaint with relevant consumer protection authorities in the UAE
5. Legal Action: As a last resort, you may pursue legal remedies under UAE law

16. Governing Law

This Refund Policy is governed by the laws of the United Arab Emirates. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Dubai, UAE.

Summary: While we strive for customer satisfaction, mobile recharge services are generally non-refundable once successfully delivered due to their instant digital nature. However, we will gladly issue refunds for genuine technical failures, delivery issues, or system errors. Please verify all details before confirming your purchase, and contact us immediately if you experience any problems.

This Refund Policy is a white-label template. Please customize with your actual business details and consult with legal counsel to ensure compliance with applicable laws in your jurisdiction.