1. General Principle: Digital Goods
Due to the strictly digital nature of our products (prepaid telecommunication PIN codes for Etisalat and Du), UAE-Mobi Digital FZ-LLC operates a very strict refund and cancellation policy. Once a digital code has been successfully generated, transmitted to your email, and logged in our system as “Delivered”, it is considered Final Sale. Digital codes, by definition, cannot be “returned” as they are instantly available for use upon transmission.
2. Non-Refundable Scenarios
We absolutely CANNOT process refunds or cancellations under the following circumstances:
- You purchased a recharge code for the wrong network (e.g., buying Etisalat instead of Du). Always double-check your selection before payment.
- You provided an incorrect email address at checkout and the code was emailed to someone else.
- You successfully received the code but changed your mind or no longer need the recharge balance.
- The code was compromised or stolen from your email inbox after successful delivery.
3. Refund Eligible Scenarios
We will issue a full, prompt refund equal to 100% of your transaction value only in these limited cases:
- System Failure: If a technical error on our platform prevented the generation and delivery of the digital code within 24 hours of successful payment authorization.
- Invalid Code: If you receive a code that is demonstrably invalid or already used before the timestamp of our delivery email. We verify all such claims directly with the telecom operators logs. If proven true, a replacement code or full refund will be issued.
- Out of Stock: If an order is placed and charged, but our inventory of the specific denomination is temporarily depleted and cannot be fulfilled within 12 hours.
4. Reporting an Issue & Processing Timelines
To request a refund under the eligible scenarios, you must contact [email protected] within 14 days of the transaction date. Please include your full name, Order ID, and a detailed explanation of the issue (with screenshots if applicable).
Approved refunds are processed back to the exact original payment method used during checkout (e.g., the specific Visa or Mastercard). Depending on your card issuer and bank, it may take between 5 to 14 business days for the refunded amount to reflect on your statement.
5. Chargebacks & Fraud Reporting
UAE-Mobi maintains a zero-tolerance policy against friendly fraud or false chargeback claims. Every transaction is logged with timestamps, IP addresses, and successfully delivered email receipts. If a chargeback is filed fraudulently for a valid delivered code, we will submit all digital evidence to Stripe, the issuing bank, and if necessary, appropriate legal authorities in the UAE under Anti-Cybercrime laws.