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MY PET WORLD · COMPANY & PLAYER CARE

Refund & cancellation

Generally final once delivered, with statutory and payment-rule remedies preserved.

Last updated: 22 October 2026 · Version 2026-10-22.2

No voluntary refunds or returns for change of mind

All purchases of Gems and digital in-game items are generally final once successfully delivered. We do not provide change-of-mind refunds, including for unused Gems, except where required by applicable law or relevant payment rules.

1. Delivered purchases

No change-of-mind refund is offered for unused Gems, accidental spending by an authorised buyer, dissatisfaction with ordinary gameplay or deciding to stop playing. This general commercial policy does not remove mandatory remedies, responsibility for our own breach, or rights for unauthorised transactions.

2. Pending, failed and missing purchases

  • Pending payment: no Gems are delivered until server confirmation. Check history before paying again; a bank debit may need reconciliation.
  • Failed or cancelled payment: no Gems are credited. Report any apparent debit for investigation; do not assume a displayed failure settles the bank status.
  • Verified payment, undelivered content: support reconciles and supplies the original entitlement without additional charge.
  • Delivered purchase: generally final, subject to legal/payment-rule exceptions.
  • Incorrect or duplicate charge: report each order/reference and a redacted receipt. Support checks provider and delivery records and reviews the required correction; do not spend a disputed duplicate entitlement.

3. Verified payment without delivery

If a verified payment has succeeded but the purchased Gems or digital items were not credited, contact megahaul@proton.me or 03-9544 6268 with your order reference. MyPet World will investigate, reconcile the transaction and deliver the purchased entitlement without additional charge. Where fulfilment cannot be completed, any applicable statutory or payment-network remedy remains available.

4. Investigation, escalation and unauthorised payments

  1. Sign in, open Top up history or your shop purchase history, select the original order and choose Report Missing Gems/Items. You can also contact us by email or telephone with the order reference. Do not pay again while a charge is unresolved.
  2. The portal records a case reference and acknowledgement. Support checks ownership, provider payment confirmation, the original entitlement, delivery attempts and ledger entries. Email/telephone enquiries must be entered into the support queue by an operator.
  3. If a verified purchase is undelivered, support retries the original entitlement without additional charge. Existing delivery entries prevent duplicate credits. A failed, unpaid or unverified order is investigated before anything can be delivered.
  4. Follow case updates in Support. If the issue persists or you disagree with the outcome, request escalation in the case or email its reference asking for an owner review. We do not publish guaranteed investigation or telephone-service hours.
  5. If fulfilment cannot be completed, support reviews the applicable statutory or payment-rule remedy and explains the outcome. You may contact your payment provider, bank or the relevant authority; accepting our terms does not remove dispute or chargeback rights.

For incorrect or unauthorised charges, report the order, date and amount promptly and contact your bank/provider as appropriate. Secure your account. We will verify ownership and transaction evidence without asking for a password, OTP or full card data. A customer request is reviewed and is not automatically granted.

Where a refund or reversal is required, it is handled through the appropriate original payment route with entitlement reconciliation to prevent double benefit. Provider/bank procedures apply; no guaranteed bank or support resolution time is published.

5. Demonstration records

The dummy-card flow does not charge money. Its credits are isolated from purchased Gems. Reversing a demonstration credit is not a monetary refund and does not represent gateway approval.

6. Merchant and mandatory rights

MEGA HAUL SDN. BHD. · SSM 202601041107 (1703202-D)
UNIT 20-03 Q SENTRAL, JALAN STESEN SENTRAL 2, 50470 KUALA LUMPUR, WILAYAH PERSEKUTUAN KUALA LUMPUR, MALAYSIA.
megahaul@proton.me · 03-9544 6268 (+603-9544 6268)

Nothing here removes a mandatory right, statutory remedy, payment-network claim, bank dispute or chargeback. Read the Terms and Delivery Policy alongside this policy.

Dasar bayaran balik dan pembatalan

Produk digital: Pembelian memberikan lesen peribadi, terhad, boleh dibatalkan secara munasabah dan tidak boleh dipindah milik untuk menggunakan Gems, haiwan peliharaan dan barangan maya dalam MyPet World sahaja, tertakluk kepada undang-undang pengguna. Tiada nilai tunai, pengeluaran wang, pulangan pelaburan, jualan semula luar atau hadiah wang tunai.

Harga dan bayaran: Pembelian sekali sahaja dalam MYR; tiada pembaharuan automatik atau langganan. Semak akaun, pakej, kuantiti dan jumlah akhir sebelum meneruskan. Bayaran sebenar masih dinyahaktifkan sementara menunggu kelulusan pedagang serta integrasi dan kawalan umur penyedia pembayaran.

Pembekalan dan remedi: Kandungan dibekalkan secara elektronik selepas pengesahan pelayan. Pembelian biasanya muktamad setelah berjaya dibekalkan; tiada bayaran balik kerana berubah fikiran atau Gems tidak digunakan, kecuali jika diwajibkan oleh undang-undang atau peraturan pembayaran. Jika bayaran disahkan tetapi kandungan tiada, hubungi kami dengan rujukan pesanan. Kami akan menyiasat, menyelaraskan dan membekalkan hak pembelian asal tanpa caj tambahan. Jika pembekalan tidak dapat diselesaikan, remedi mandatori kekal tersedia.

Bantuan dan rayuan: Gunakan Sokongan untuk rujukan kes, perkembangan dan eskalasi kepada pemilik. Penerimaan terma tidak menghapuskan hak pertikaian bank atau caj balik. E-mel megahaul@proton.me atau telefon 03-9544 6268. Tiada waktu operasi atau tempoh penyelesaian terjamin yang diterbitkan.