Refund Policy

Digital delivery and what it means

Coins and virtual items are delivered digitally and immediately: coins land in your wallet as soon as our payment provider confirms your payment. Because of that, purchases on Juho are generally final. The rest of this policy sets out the cases where we refund anyway, and the statutory rights that override this policy where they apply to you.

Unspent coins

If you have not spent the coins from a top-up, you may ask us to refund the unspent part of that top-up within 14 days of the purchase. We refund the unspent portion only, at the same fixed rate you bought at (1 SGD = 100 coins), back to the original payment method, and the refunded coins are then removed from your wallet. This 14-day window is our own policy and applies whether or not the law where you live requires it. Where your local consumer law gives you more, for example a statutory withdrawal or cooling-off right in the EU or the UK, that law wins and we honour it.

Spent coins and consumed items

Coins are non-refundable once spent. A virtual item is delivered instantly and is final once bought, and an item that has been used, consumed or opened, including a gacha pull whatever its outcome, cannot be refunded or reversed. A partly spent top-up is refundable only as to its unspent part, as described above.

Duplicate and erroneous charges

If you are charged twice for one order, or charged an amount that does not match the price shown on the confirmation screen, we refund the difference in full, and the 14-day unspent-balance rule does not apply to our own errors. Our payment handling is idempotent, so a repeated notification from the provider cannot double-charge or double-credit you. If your statement still shows a duplicate, send us the order number and we will fix it.

How to request a refund

Email [email protected] from the address linked to your account, or tell us your account handle, and include the order number, the date and what went wrong. The order number is shown on your order and in your wallet history. Please ask us before asking your bank, because we can resolve it faster.

How long we take

We aim to acknowledge a refund request within 3 business days and to reach a decision within 14 business days of receiving everything we need from you. If we approve it, the refund goes back to the original payment method; how long it then takes to appear on your statement is up to your bank or card issuer and is typically a further 5 to 10 business days. If we turn a request down, we tell you why.

Chargebacks and fraud

If a payment is reversed or found to be fraudulent, we may revoke the related coins and items and suspend the account. If you raise a chargeback without contacting us first, we may suspend the account while the dispute is investigated and reverse the coins and items that the payment paid for; we cooperate with the payment provider's dispute process and supply the order and ledger records. If you believe a payment on your account was not made by you, tell us at [email protected] straight away: we will investigate and, where the charge really was unauthorised, refund it and secure the account.

Your statutory rights

Nothing here limits the rights you have under the mandatory consumer laws of your country.

Contact

Questions about these terms? The service is provided by ANTSEEK LIMITED. Write to the support mailbox below and we'll help.

Registered name

ANTSEEK LIMITED (螞蟻探索有限公司)

Registration number

78210548-000-05-26-5

Registered address

UNIT 89, 3/F., YAU LEE CENTRE, NO.45, HOI YUEN ROAD, KWUN TONG, HONG KONG

Place of incorporation

Hong Kong SAR

Support email: [email protected]