Refunds and cancellations

Adding money to your balance

A payment is only ever believed when the gateway says it went through, not when your browser comes back. If money left your account and your balance did not change, write to us with the date and the amount and we will find it: the payment is on our side under its own number either way.

Mobile top-ups

If a top-up fails, or the provider cancels it, what you paid comes back by itself, to where it was paid from. You do not have to ask.

A top-up that reached the phone cannot be taken back. The money is with the operator by then, not with us.

Diamonds

Diamonds are delivered to your account the moment they are paid for. They are spent inside the app, on gifts and on Pro, and once spent they are gone the way a gift is gone. They cannot be exchanged for money or for a mobile top-up.

Diamonds you have not spent are still yours. If you bought some by mistake and have not used them, write to us.

Mingo Pro

Pro is bought for a number of months and starts at once. It does not renew by itself and nothing is charged again when it ends.

Bought through Google Play

In the Android app, diamonds and Pro can be bought through Google Play. Google refunds those purchases under Google Play's refund policy: ask from your order history in Google Play. When Google refunds a purchase, the diamonds or the Pro it gave are taken back from your account.

Things bought in the shop

Each seller sets their own returns. What this app guarantees is the money: an order cancelled before it is delivered, by you or by the seller, puts what you paid straight back into your balance. A payment from your balance is held until you mark the order delivered, or until its waiting time runs out.

If a parcel never arrives, or what arrives is not what was sold, do not mark it delivered: write to us from Help and support with the order number while the payment is still held.

Taking money out

You can ask for what is in your balance at any time. A withdrawal is sent by a person, not by a machine, so it takes a working day or two; you can see where it is in the wallet.

Asking

Help and support, inside the app, is the fastest way: it opens a ticket with your account already attached. Or write to support@mingotalk.com.