Payments and refunds
Ways to pay
Payment is taken in Uzbek som. No currency conversion is required and no cryptocurrency is involved.
Accepted payment methods
- UzCard
- HUMO
- Visa
- Mastercard
- Click
- Payme
- Paynet
| Method | Type | Confirmation |
|---|---|---|
| UzCard, HUMO | Local bank card | One-time SMS code (OTP) |
| Visa, Mastercard | International payment system card | 3-D Secure — confirmed on the bank's page |
| Click, Payme, Paynet | E-wallet | Confirmed in the wallet app |
How a payment goes through
- 1 Pick a package
The exact amount in som is on screen before you pay. There are no hidden fees.
- 2 The Player ID is checked
The system fetches the nickname from the game server, free of charge. If it is not yours, do not confirm.
- 3 Choose how to pay
Pick a card or wallet, then confirm: an OTP code, 3-D Secure, or your wallet app.
- 4 Delivery
After confirmation the order goes to the supplier. Usually 1-5 minutes; the status is visible in the bot.
Receipts and order history
Every order is stored in the bot's history: date, game, package, amount in som, Player ID and status. That record serves as proof of payment and is the primary document in any dispute.
- The bank-side receipt is in your card app or in an SMS.
- The order number is needed for every enquiry — take it from your history.
- If you need anything further as proof, message support.
When money is refunded
The rule is simple: if the service was not performed, the money comes back. A fulfilled order is not refundable, because in-game currency cannot technically be taken back off an account.
| Situation | Refund | Timing |
|---|---|---|
| Payment went through, nothing delivered | ha | After review, 1-10 working days |
| Supplier rejected the order | ha | Automatic, no request needed |
| Order interrupted by a technical failure | ha | After review |
| Nothing delivered within 24 hours | ha | Counts as unfulfilled |
| Payment taken twice | ha | The extra charge is returned in full |
| Delivered, then the user changed their mind | yo'q | Not refundable |
| Wrong Player ID entered, delivery went elsewhere | yo'q | Not refundable |
| Game account banned by the publisher | yo'q | The publisher's decision |
How to request a refund
- Message support in the bot, or send an email.
- Give the order number, the date and the payment method.
- Describe the problem briefly: what you expected and what happened.
- Attach an in-game screenshot if it helps.
- The request is reviewed within 3 working days and always answered.
Timings
- Request reviewed
- within 3 working days
- Refund started
- immediately after approval
- Reaches a card
- 1-10 working days — up to the bank
- Reaches a wallet
- usually 1-3 working days
- Requests accepted
- within 30 days of payment
Once a refund is started, how fast it lands depends on the bank, and GemPay cannot speed that stage up. If nothing has arrived after 10 working days, ask your card's bank first, then write to us.
When a refund is not possible
- The delivery has already reached the account you specified — the order counts as fulfilled.
- The Player ID was wrong and the delivery went to another player. The nickname is shown before payment for exactly this reason.
- The game account was banned by the publisher — a decision GemPay cannot influence.
- The service's rules were broken, or there are signs of fraud.
FAQ
FAQ
Payment went through but nothing arrived. What now?
Wait 15 minutes first — queues stretch at peak times. Then message support with your order number. If the order was not fulfilled you get a full refund, or the delivery is sent again.
How long does a refund take?
The request is reviewed within 3 working days. Once approved the refund starts immediately, and reaches a card in 1-10 working days depending on the bank.
Can it be refunded to a different card?
No. Money only goes back to the method it was paid with. That is an anti-fraud rule, and it protects you if someone else used your card.
Is there a fee for a refund?
GemPay charges nothing for a refund. A bank or wallet may apply its own tariff — that is set by the payment organisation, not by us.
Do I have to pay with Visa or Mastercard?
No. UzCard and HUMO are accepted, as are the Click, Payme and Paynet wallets. International cards are an extra option, not a requirement.