Refund policy
DRAFT – NOT LEGAL ADVICE. Draft v0.4, 2026-10-17, Usmon Umaer (researcher). v0.4 (David Gomez for the owner): support is the in-app Contact us; there is no Emvipi Telegram support handle. v0.3: fee held until confirmation, refund within 1–7 working days, suspended/fraud organisers, pay at the game only (owner). v0.2: refund time 1–3 working days (owner; matches the app). Expands Game Rules section 10. Cases taken from the Emvipi backend (
api.md §§ cancel_match, fees, ES-16 repeat weekly; jobs.md §2). Must be checked by a lawyer in Uzbekistan and against the Multicard acquiring offer before publishing. Items in [square brackets] are to be filled or decided.Contents
1. Who this Policy is for
- This Policy covers the posting fee: the only payment made in Emvipi. Organisers pay it by bank card to publish a game (see the Public Offer).
- Players book for free. The game price is paid in cash to the organiser at the pitch. Players pay only at the game, after they arrive – never in advance. Emvipi never asks for prepayment and never receives this money, so Emvipi cannot refund it. Questions about cash paid at a game go to the organiser. If anyone asks you to pay in advance, or an organiser took money for a game that did not happen, report it in the app (Game Rules, section 5).
- Free games for players and free postings for organisers are bonuses with no cash value. They are never paid out in money.
2. When the posting fee is refunded
| Case | Paid by card | Paid with a free posting (trial or bonus) |
|---|---|---|
| Automatic cancel: not enough players 3 hours before kick-off (21:00 the evening before for morning games) | Full refund to the card | Free posting comes back |
| Organiser cancels 24 hours or more before kick-off | Full refund | Comes back |
| Organiser cancels less than 24 hours before kick-off | No refund | Does not come back |
| Organiser chose "Play anyway" below the minimum, then the game is played or cancelled | No refund | Does not come back |
| Payment arrived after the 3-hour limit (the game could no longer be published) | Full refund (shown as "too late") | – |
| Weekly repeat copy not paid by kick-off | Nothing was charged | – |
| Emvipi suspends the organiser (for a breach other than fraud): upcoming games cancelled, players told | Full refund | Comes back |
| Emvipi suspends the organiser for fraud (fake game, taking money for games that do not happen, prepayment scams) | No refund | Does not come back |
| Emvipi technical fault stopped the game being shown or booked | Full refund on request | Comes back |
| Charged twice for one game (should not happen: the system allows one payment per game) | Second payment refunded in full | – |
| The game was played | No refund | – |
"Kick-off" is the start time shown on the game, Tashkent time.
3. How refunds are paid
- The posting fee is held until the game is confirmed (3 hours before kick-off; 21:00 the evening before for morning games). If the game is cancelled, we return it as soon as possible, within 1–7 working days. Automatic cases are refunded without a request. The fee history in the app (Profile → Fee history) shows the status "Refunded" and the reason.
- Card refunds go only to the card used for payment, in full, in so'm. Emvipi does not refund in cash or to another card.
- Emvipi sends the refund to the payment provider [Multicard Payment JSC, "Rahmat"] at once. We return the money as soon as possible; it reaches the card within 1–7 working days, depending on the card's bank (Uzcard, Humo, Visa, Mastercard). [LAWYER: Multicard offer §5.5 – a refund after the day of payment does not return the acquiring commission to Emvipi; Emvipi still refunds the organiser in full.]
- A refund receipt (fiscal cheque) is issued for each card refund, like the payment receipt. [LAWYER: who issues it, Emvipi or Multicard.]
- Free postings that come back appear at once in "Free postings left".
4. Asking for a refund
For cases that are not automatic (technical fault, double charge, a mistake), write to us within [30] days of the payment:
- In the app (Profile → Help & support → Contact us) or [email];
- give your phone number, the game, the date and the payment reference (shown in Fee history).
We answer within [10] days. If the refund is approved, it is paid as in section 3. If refused, we explain why. [LAWYER: Consumer Protection Law time limits for claims about services.]
5. Chargebacks
If you dispute a payment with your bank without contacting us first, we may pause your organiser rights until the dispute is closed. [LAWYER]
6. Changes
We may change this Policy. Changes do not apply to payments made before the change.
Questions? Write to us in the app (Profile → Help & support → Contact us). [Company legal name], TIN [INN], [address].