Refund & Cancellation Policy

This policy explains when you get your money back for an order placed on Finix Store.

Paid means delivered

When your payment succeeds, your order is ours to deliver. If delivery is delayed (for example, our top-up partner is busy), your order stays in our queue and we keep trying until it reaches your account. You can see its status in your account at any time.

When you get a full refund

• The order can't be delivered at all, for example because the pack is no longer available or the game doesn't allow it on your account.
• You were charged more than once for the same order. Our payment partner often returns an extra payment to your bank account by itself; if it hasn't within 2 days, we add it to your Finix Wallet. Either way you get it back once, in full.
• Your payment went through but no order was created on our side.

In these cases the full amount goes to your Finix Wallet, the wallet of the Google account you ordered with, straight away. You don't need to ask, and you don't need to have set up the wallet before: set a PIN when you next visit and use the money on any pack.

When we can't give a refund

• The diamonds or pass were delivered successfully. In-game currency can't be taken back once it is in an account.
• You entered the wrong User ID or Zone ID and the order was delivered to that account. We show the in-game name before you pay so you can check it.
• You changed your mind after the order was delivered.
• The game publisher restricts or bans your account after delivery.

Cancelling an order

Orders are processed automatically within moments of payment, so most can't be cancelled. If you notice a mistake, contact us immediately at [email protected] with your order ID. If the order hasn't been processed yet, we'll cancel it and refund you in full.

Why refunds go to your wallet

A refund to a bank or UPI account usually takes 5 to 7 working days to show. A refund to your Finix Wallet is there the moment we make it, so you can top up again right away. This applies however you paid, by UPI or from the wallet. Wallet money can be spent on any pack on Finix Store and never expires. It can't be withdrawn to a bank or UPI account, except where the law requires it (see the wallet rules).

How long refunds take

We refund as soon as we know an order can't be delivered, and the money is in your wallet at once. Most refunds happen within minutes; a few need a quick manual check first. You'll see the refund on your order page and in your wallet history.

A payment that's still pending

Sometimes a bank takes a while to confirm a UPI payment. Until our payment partner confirms it, we can't deliver. If the bank confirms it, your order is delivered automatically. If the bank finally marks it as failed, your bank returns the money to your account by itself (under RBI rules, within 5 days for UPI).

Contact

Refund questions: [email protected]. Please include your order ID.