Refund & Dispute Policy

Refund & Dispute Policy Effective Date: July 2, 2026 Operated by: Digiplex Limited ("Digiplex," "we," "us," or "our") 1. Nature of Virtual Products Digiplex sells virtual products, including imo diamonds ("Virtual Products"). Virtual Products are digital goods delivered directly to the recipient's imo account. Due to their nature, once a Virtual Product has been delivered, the transaction is final. We do not accept refunds, cancellations, or chargebacks for delivered Virtual Products under any circumstances, except as expressly stated in this Policy. By completing a purchase, you acknowledge that you are solely responsible for providing the correct imo ID. If you enter an incorrect imo ID and the Virtual Product is delivered to that ID, you will not be eligible for a refund, as the diamonds will have been credited to the account associated with the ID you provided. 2. Circumstances Requiring Contact With Us If any of the following occur, please reach out through our Contact Us channel so we can investigate and resolve the matter: Diamonds not credited after payment Delayed crediting of diamonds Duplicate charges for a single order Payment marked as successful but the order failed System errors or other technical anomalies affecting your order Where any of the above occurs and the Virtual Product has not been delivered, you have the right to request a refund, and Digiplex will process the refund upon your request. Please retain your order number and payment confirmation to help us verify the transaction. 3. Incorrect imo ID or Mistaken Purchase (Product Already Delivered) If a Virtual Product has already been delivered — including cases where you entered an incorrect imo ID or made a purchase in error — no refund will be issued. Once the diamonds have entered a user's imo account, we have no technical ability or authorization to reverse or recover them. We strongly encourage all users to verify the recipient imo ID and order details carefully before confirming payment. 4. Special Circumstances The following scenarios are handled according to the standards below, in line with common industry practice. Digiplex reviews each case individually and reserves the right to request additional information as needed. 4.1 Purchases by Minors Purchases made by minors without the consent of a parent or legal guardian may be eligible for a refund. Required documentation: proof that the account holder is a minor (e.g., date of birth), proof of the parent/guardian relationship, a written statement that the purchase was unauthorized, and the relevant order and payment details. Processing time: typically 7–14 business days from receipt of complete documentation. Resolution: where the Virtual Product has not been delivered, a full refund will be issued. Where it has already been delivered, Digiplex will assess the claim in good faith and may offer a refund or alternative remedy at its discretion, subject to verification and any limits imposed by our payment providers. 4.2 Stolen or Unauthorized Card Use / Fraud If you believe your payment method was used without authorization, contact us immediately and, where appropriate, notify your card issuer or bank. Required documentation: a description of the unauthorized transaction, the affected order and payment details, and, where available, a police or bank fraud report. We may request additional verification to confirm the legitimate cardholder's identity. Processing time: typically 7–30 business days, as fraud claims may require coordination with payment processors. Resolution: confirmed unauthorized transactions where the product has not been delivered will be refunded. Where the product has been delivered, Digiplex will communicate and investigate with the relevant payment processor. Once fraud is confirmed, the refund will be handled either by the card-issuing bank or by Digiplex, depending on the outcome of the investigation and the applicable payment channel. Pending investigation, Digiplex may suspend the associated account and will cooperate with the cardholder, the payment provider, and relevant authorities as appropriate. 4.3 Chargebacks We encourage users to contact us before initiating a chargeback so we can resolve issues directly and more quickly. Filing a chargeback for a validly delivered Virtual Product is considered a breach of this Policy. In such cases, Digiplex reserves the right to dispute the chargeback with supporting evidence (including delivery logs, IP records, and order data), suspend or terminate the associated account, and restrict future purchases. Processing time: chargeback disputes follow the timelines set by the card networks and payment processors, generally 30–90 days. Resolution: where a chargeback relates to a genuine non-delivery or verified error, we will refund or resolve it directly. Where it relates to a delivered product, we will contest it. 4.4 imo Account Anomalies This includes situations such as a suspended, banned, restricted, or compromised imo account affecting delivery or use of diamonds. Required documentation: the affected imo ID, order and payment details, and any relevant screenshots or communications regarding the account status. Processing time: typically 7–14 business days, subject to investigation. Resolution: if diamonds could not be delivered due to an account anomaly on our side or a delivery failure, a refund or re-delivery will be arranged. Account status issues originating from imo (e.g., a ban imposed by the platform) are governed by imo's own terms; in such cases Digiplex will assist where possible but cannot guarantee a refund for products already delivered, as the diamonds have already entered the account and are outside our control. 5. General Provisions Refunds, where approved, are issued to the original payment method unless otherwise agreed. Refund timing may also depend on your payment provider or bank. Digiplex may decline refund requests that show evidence of abuse, fraud, or repeated policy violations. We reserve the right to amend this Policy at any time. The version in effect at the time of your purchase applies.