Cancellation and Refund Policy
This Cancellation and Refund Policy (the “Policy”) applies to purchases made through dodopin.com (the “Website”, “Platform” or “Service”).
The Service is operated by:
VELCORE TECHNOLOGY LIMITED
A private company limited by shares incorporated in Hong Kong
Business Registration Number (BRN): 80005054
Registered address:
Unit 1603, 16th Floor, The L. Plaza
367–375 Queen’s Road Central
Sheung Wan, Hong Kong
VELCORE TECHNOLOGY LIMITED is “Dodopin”, the “Company”, “we”, “us” or “our”.
By completing a purchase you agree to this Policy, together with our Terms and Conditions.
Nothing in this Policy limits a mandatory consumer right that cannot legally be excluded in your country of residence.
1. Digital products
Products sold through the Service are digital. Once delivery is complete, sales are generally final.
Delivery is complete when the product or access information has been made available to you by one of the methods described in the Terms and Conditions (Website display, email, account panel, or other electronic delivery of credentials, licences or codes).
By purchasing you acknowledge that a digital product cannot ordinarily be returned once it has been delivered, accessed, activated, redeemed or used.
2. Cancellation before delivery
You may ask us to cancel an order only if:
- the order has not yet been processed or delivered; and
- you contact us immediately after purchase through the official support channels on the Website.
Once an order has been processed or delivered, cancellation is no longer available, except where this Policy or applicable law requires otherwise.
We may accept or refuse a pre-delivery cancellation request after reviewing the order status.
If a pre-delivery cancellation is accepted for an order you have already paid, we will refund the amount actually received for that order, subject to the payment provider’s processing times.
3. When a refund may be granted
A refund may be considered where:
- the product was not delivered;
- the delivered product is demonstrably invalid, defective or unusable at the time of delivery;
- a duplicate charge occurred because of a technical error; or
- a refund is otherwise required by applicable law.
You must provide enough information for us to investigate, which may include order details, screenshots, error messages and a description of the steps you took.
We review refund requests individually. Approval is not automatic.
4. When a refund is not granted
Except where mandatory law requires otherwise, we will not refund an order because of:
- a change of mind after purchase;
- a failure to read the product description or regional requirements;
- an incorrect product, quantity or account details entered by you;
- device, platform or regional compatibility issues that were not guaranteed;
- a suspension, ban or restriction imposed by a third-party game, publisher or platform;
- misuse, abuse or a breach of our Terms;
- partial use, redemption or consumption of the product; or
- a delay or interruption caused by a third-party provider, scheduled maintenance or events outside our reasonable control, where the product was otherwise delivered.
5. How to request a refund
To request a cancellation or refund:
- contact support through the official channels on dodopin.com;
- include your order reference, email, product and a clear description of the issue; and
- submit the request within a reasonable time after the purchase or after you discovered the issue.
We may ask for additional evidence. We may also pause a refund while a fraud, AML or chargeback review is ongoing.
6. Refund method and timing
If a refund is approved, we will usually return the funds by the original payment method where the provider allows it.
Where the original method cannot be used, we may use another lawful method, including store credit, at our discretion and as permitted by law.
Processing times depend on the payment provider and your bank. We do not control those third-party timelines.
7. Chargebacks
You agree to contact Dodopin support and allow us a reasonable opportunity to resolve the issue before you file a chargeback or payment dispute.
Unjustified chargebacks may result in account suspension, refusal of future orders and recovery of our costs, to the extent permitted by law.
We may contest a chargeback with order, delivery and communication records.
A chargeback does not replace the process in this Policy. If a chargeback is reversed or you receive a duplicate recovery, we may recover the duplicated amount.
8. Fraud and abuse
We monitor orders for fraud and abuse.
We may refuse a refund, cancel an order, hold funds, restrict an account or reverse a transaction where we reasonably suspect fraud, unauthorised payment use or abuse of the refund process, as further described in the Anti-Fraud, AML and KYC Policy.
9. Changes
We may update this Policy from time to time. The updated version takes effect when published on the Website, unless a different date is stated. The Effective Date at the top is the date of the current version.
10. Contact
For cancellation or refund requests, use the official support channels on dodopin.com, or email [email protected] for legal correspondence.
VELCORE TECHNOLOGY LIMITED
Unit 1603, 16th Floor, The L. Plaza
367–375 Queen’s Road Central
Sheung Wan, Hong Kong