What Should I Do If a Member Asks for a Refund?

Overview

Use this guidance if a member asks during business operations to have the amount they charged or their balance refunded.

The e-money created with Pokepay is prepaid. The terms are automatically generated on the basis that refunds are not available in principle, and members agree to these terms when they register.

However, refunds are exceptionally allowed in cases where a member physically cannot receive the service, such as because they have moved away. This is handled as a service provided by the shop.

⚠️ Refunds are required when the service terminates. In that case, follow this page.

1. If You Decline the Refund

Use the example below as a reference when explaining the situation to the member and avoiding trouble.

⚠️ This is only an example and does not guarantee that trouble can always be avoided. Pocket Change, Inc. also cannot assume responsibility if an actual dispute occurs.

Summary of the explanation to the member:

• The member agreed to the terms of use when registering for the app.
• The terms of use can also be viewed from the app, and they state that refunds are not available.
• You are sorry that you cannot meet the member’s request, and you ask for their understanding.

2. If You Refund as a Shop Service

If the shop determines that the member’s situation should be treated as an exception, communicate appropriately and provide the refund in cash.

Follow this page.