Refund Policy

Parents may fund the digital wallet through supported payment methods processed by a licensed Payment Service Provider (PSP).

All funds are held and managed by the PSP.

The wallet balance displayed within the Platform reflects funds available after completed and settled transactions.

Only the available balance — meaning funds not linked to pending or unsettled transactions — is eligible for refund.

Parents may request a refund of the available wallet balance at any time, subject to: • Completion of transaction settlement cycles • Absence of pending or disputed transactions • Compliance with PSP processing requirements

Refunds do not apply to: • Completed and consumed transactions • Pending or authorized but unsettled transactions • Promotional or bonus credits (if applicable)

Once a refund request is submitted: • The Platform verifies the available balance • The request is transmitted to the PSP • The PSP executes the refund to the original payment method

ElKanteen does not hold funds and does not execute financial transfers directly.

Refund timelines depend entirely on: • PSP procedures • Banking networks • Payment method used

ElKanteen does not guarantee processing speed once the request is transmitted to the PSP.

In case of dispute regarding balance: • Transaction records within the Platform shall serve as the primary reference • Requests must be submitted within 3 days of the relevant transaction