Refund and Cancellation Policy

This Refund and Cancellation Policy applies to StarMaker coins, virtual gifts, and related digital goods purchased from DnG_Soul for Media Company LLC through https://dngsoul.com.

1. Digital Goods

The products sold through our website are digital goods delivered directly to the StarMaker user ID provided by the customer.

Once digital goods have been successfully delivered, they cannot ordinarily be recalled, removed, transferred back, or reversed.

Successfully fulfilled orders are therefore non-refundable.

2. Order Cancellation

A customer may request cancellation only before the order has been processed or fulfilled.

Once delivery has started or been completed, the order cannot be cancelled.

A cancellation request does not guarantee cancellation. We will check whether the order was still pending when the request was received.

3. Refund Eligibility

A refund may be considered where:

• Payment was successfully debited but the order was not fulfilled.
• The customer was charged more than once for the same order.
• Digital goods were delivered to an incorrect StarMaker account solely due to our error.
• A permanent technical issue prevented fulfilment.
• We cancelled the order before fulfilment for verification, compliance, or operational reasons.

4. Non-Refundable Circumstances

A refund will not normally be issued where:

• The order was delivered to the StarMaker user ID provided by the customer.
• The customer entered an incorrect, incomplete, or invalid StarMaker user ID.
• The customer changed their mind after delivery.
• The customer no longer wants or uses the digital goods.
• The customer’s StarMaker account was suspended, restricted, closed, or blocked by StarMaker due to any app-violation
• The digital goods were gifted, spent, or used after delivery.
• The customer failed to comply with StarMaker’s platform terms.
• The customer requested delivery to another person’s StarMaker account.
• The order was correctly delivered and the customer later raised a dispute.

5. Refund Request Period

Eligible refund requests must be submitted within 7 calendar days from the transaction date.

This period allows customers to report non-delivery, duplicate payments, or errors attributable to our team. It does not make a successfully delivered order refundable.

6. Refund Request Process

Refund requests must be sent to admin@dngsoul.com and should include:

• Full name.
• Registered mobile number or email address.
• Order number.
• Payment transaction reference.
• Payment date and amount.
• StarMaker user ID.
• Reason for the request.
• Supporting screenshots or documents, where applicable.

Incomplete requests may be delayed until all required information is received.

7. Review and Investigation

We may review:

• Payment confirmations.
• Bank or payment-gateway records.
• Order details.
• Customer communications.
• StarMaker user ID information.
• Delivery and fulfilment records.
• Internal verification records.

We may request additional information before deciding the claim.

8. Refund Decision and Processing

We aim to communicate the outcome of an eligible refund request within 5 to 7 business days after receiving all required information.

Where approved, the full eligible transaction amount will normally be returned to the original payment method.

Approved refunds will generally be initiated within 5 to 7 business days. The final credit timeline depends on the customer’s bank or payment provider.

9. Duplicate Payments

Where a duplicate payment is confirmed and only one order was fulfilled, the duplicate amount will be refunded after verification.

Where both payments resulted in separate completed deliveries requested or accepted by the customer, they may not be treated as duplicate payments.

10. Failed or Pending Transactions

Where a transaction appears failed or pending but the customer’s account has been debited, the customer should allow the bank or payment provider’s standard automatic-reversal period.

Where the payment is later confirmed to us, we may either fulfil the order or process a refund depending on the order status and customer communication.

11. Incorrect StarMaker User ID

Customers are responsible for providing the correct StarMaker user ID.

No refund will normally be issued where digital goods were delivered to the StarMaker user ID entered by the customer, even if the account belonged to another person.

Where the customer provided the correct StarMaker user ID but our team delivered the goods to a different account, we will investigate and provide an appropriate correction or refund.

12. Chargebacks and Payment Disputes

Customers should contact us before initiating a chargeback or payment dispute.

Where digital goods have been successfully delivered, we may provide the relevant bank, gateway, or payment provider with:

• Transaction records.
• Customer details.
• Order information.
• Customer communications.
• Verification records.
• Proof of digital delivery.

Fraudulent, misleading, or abusive disputes may result in refusal of future transactions.

13. Contact Information

DnG_Soul for Media Company LLC
Website: https://dngsoul.com
Email: admin@dngsoul.com