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TERMS AND CONDITIONS

E-Wallet Top-Up Terms and Conditions

  1. Top-Up Methods
    • Customers may add funds to their e-wallet using approved payment methods, including debit cards, credit cards, apple pay, samsung pay or other payment channels made available by the Company.
    • The Company reserves the right to add, remove, or modify available top-up methods at any time.
  2. Top-Up Limits
    • Minimum of AED250 top-up amounts may apply.
    • Transactions exceeding applicable limits may be declined or delayed for verification.
  3. Processing of Top-Ups
    • Top-up transactions are generally credited immediately; however, processing times may vary depending on the payment provider.
    • The Company is not responsible for delays caused by banks, card issuers, or third-party payment service providers.
  4. Verification and Security
    • The Company may request additional identity verification or supporting documentation before processing a delayed top-up.
    • Suspicious, fraudulent, or unauthorized transactions may be delayed, reversed, or rejected.
  5. Fees
    • Applicable top-up fees, if any, will be disclosed before the transaction is completed.
    • Fees are non-refundable unless otherwise required by law.

Refund Terms and Conditions

  1. Refund Eligibility
    • Refunds are only available for failed, duplicate, unauthorized, or incorrectly processed transactions, subject to verification.
    • Refund requests must be submitted immediately to company sending to "ewallet@mastercook.ae".
  2. Refund Method
    • Approved refunds will be credited to the original payment method used for the transaction whenever possible.
    • If refunding to the original payment method is not possible, the refund may be credited to the customer's e-wallet balance.
  3. Refund Processing Time
    • Refund processing times may vary depending on the payment provider, bank, or card issuer.
    • The Company will make reasonable efforts to process approved refunds promptly.
  4. Non-Refundable Transactions
    • Completed transfers, payments to merchants, or withdrawals that have been successfully processed may not be refundable unless required by law or due to a processing error.
  5. Disputes
    • Customers must provide all relevant transaction details when submitting a refund request.
    • The Company reserves the right to investigate disputed transactions before approving any refund.