Cancellation and Refund Policy - Madjoy

1. Overview

Madjoy delivers digital gift cards, cashback, and vouchers. Because codes are procured from brands on your order, cancellation is possible only before dispatch. After dispatch, we replace failed or invalid codes and refund only where this policy allows.

Contact for cancellations and refunds: dotix.io/contact with your order ID and registered email.

2. Cancelling before delivery

• Individual and small orders can be cancelled free of charge before codes are procured or dispatched.
• Bulk or festive-date (scheduled) orders can be cancelled before the dispatch run starts. Once procurement or dispatch has begun, the dispatched portion cannot be cancelled; only the undispatched balance can be stopped and credited.
• To cancel, write to us before the scheduled dispatch time. Dashboard cancellation, where available, takes effect immediately.

3. 7-day refund window

Refund requests must be raised within 7 days of purchase or of the delivery event in question. We assess eligibility and respond within 2 working days. Approved refunds are processed to the original payment method within 5–7 business days. Bank timelines beyond that are outside our control.

4. What is eligible

• Undelivered orders: no code delivered and no delivery record in the dashboard.
• Failed or invalid codes: code errors on redemption where the brand confirms the code was never redeemed, or codes that arrived already expired.
• Duplicate charges or billing errors: charged twice for the same order.
• Unused prepaid credits within 7 days of purchase, less any consumed value, taxes already remitted, and irrecoverable brand costs.

Our first remedy is replacement with a valid code of equal value. A monetary refund applies where replacement is not possible or you reasonably decline it.

5. What is not eligible

• Successfully delivered, valid codes — including where the recipient lost, shared, or ignored the code.
• Codes already redeemed, in full or part.
• Codes expired after successful delivery (brand expiry applies; validity is shown at purchase).
• Change of mind after dispatch, including wrong denominations or brands you selected at checkout.

6. How to request

Send from your registered email:

1. Order ID and purchase date.
2. Affected recipient(s) or code reference (last 4 characters only, never full codes in email where avoidable).
3. What happened (undelivered, error message, expiry date shown).
4. Screenshot of the redemption error where available.

We acknowledge within 1 working day and resolve or update within 5 working days for standard cases. Bulk-order investigations may take longer; we will keep you informed.

7. Brand-partner terms

Brand expiry, redemption channels, and regional restrictions are set by the issuing brand and pass through to you (see Terms of Service). Where a brand withdraws or alters inventory after purchase, we will offer the closest replacement or a credit/refund for the affected value.

8. Chargebacks

Please contact us first so we can fix or refund directly. Unjustified chargebacks for delivered, valid codes may lead to account suspension and recovery of processing costs permitted by law.