Last updated: September 22, 2026. This policy explains how refunds and cancellations are handled for payments made through Enfacial.
1. What Enfacial provides
Enfacial provides face-powered payment infrastructure for closed institutional environments (campuses, cafeterias, clubs). Enfacial does not sell physical goods. Payments made through the Service are limited to wallet top-ups and in-institution purchases of goods or services offered by the institution and its vendors. As Enfacial does not ship physical products, there is no shipping or return process.
2. Wallet top-ups
- Money added to your Enfacial wallet remains your balance and can be used for purchases within the institution.
- A top-up is not a purchase of a good or service and is not “consumed” until you spend it, so top-ups are not cancelled after they succeed. Unspent balance can be refunded per section 4.
3. Cancellations
A payment can be cancelled only before it is confirmed. Once a payment is authorised and completed, it cannot be cancelled, but it may qualify for a refund under the cases below.
4. When a refund is issued
- Failed or duplicate charge. If your account or payment instrument was charged but the wallet was not credited, or you were charged more than once for the same transaction, the excess is refunded in full.
- Unspent wallet balance. On account closure or on request, any remaining unspent balance is returned to the original payment method, less any amount required to settle pending dues.
- Incorrect vendor charge. If an in-institution purchase was charged in error or the item or service was not provided, the institution or vendor reviews the request and, once verified, the amount is refunded.
5. How to request a refund
Raise a request within 7 days of the transaction by writing to support@enfacial.app with your registered email or phone number, the transaction date, and the amount. Requests involving an in-institution purchase are reviewed together with the relevant institution or vendor.
6. Processing time
Approved refunds are initiated within 7 business days and credited to the original payment method. The time for the amount to reflect in your account depends on your bank or payment provider and is outside Enfacial’s control.
7. Non-refundable cases
- Balance already spent on completed in-institution purchases that were correctly fulfilled.
- Requests raised after the applicable window, except where required by law.
8. Contact
For any refund or cancellation question, write to support@enfacial.app.