Refund Policy

Thank you for using EG Payment, the leading mobile recharge and utility payments platform. We strive to provide excellent service and ensure customer satisfaction. This refund policy outlines the terms and conditions regarding refunds for mobile recharge transactions made through the EG Payment platform.

Eligibility for Refunds:

1.1 EG Payment will provide refunds only in the following case:

a) If a mobile recharge, utility payment or other transaction fails due to technical issues or errors on our platform.

1.2 Refund requests for failed transactions must be reported by the user within 48hours from the date of the failed transaction.

Refund Request Process:

2.1 To request a refund for a failed transaction, the user must contact EG Payment customer support within 48 hours from the date of the failed transaction.

2.2 The user must provide the following details:

a) Transaction ID or reference number.

b) Mobile number for which the recharge was intended.

c) Date and time of the transaction.

d) Reason for the refund request.

2.3 Refund requests can be submitted by contacting our customer support via email or phone. Contact details are available on our website.

Refund Processing:

3.1 EG Payment will review the refund request and the provided details within 7 working days of receiving the request.

3.2 If the refund request for a failed transaction is approved, the refund amount will be credited to the user's EG Payment wallet within 3-5 working days.

3.3 The refunded amount can be used for future mobile recharges or other transactions on the EG Payment platform.

Refund Exceptions:

4.1 EG Payment will not provide refunds for transactions that fail due to errors in user inputs, including incorrect mobile numbers or other user-related errors.

4.2 EG Payment will not entertain refund requests made after the specified 48 hours timeframe for failed transactions.

4.3 The customer is not allowed to withdraw the amount added in the EG Payment wallet. The same can only be utilized for Utility Payments and Recharges on the Platform.

Changes to the Refund Policy:

5.1 EG Payment reserves the right to modify or update this refund policy at any time. Any changes to the policy will be effective immediately upon posting on our website.

5.2 It is the user's responsibility to review the refund policy periodically to stay informed about any updates or changes.

If you have any questions or concerns regarding our refund policy, please contact our customer support team, who will be happy to assist you.