EMC IT SERVICESPrepaid Wi-Fi · Malaybalay City

Refund and Cancellation Policy

Last updated: September 21, 2026

Our vouchers are digital and are delivered immediately, so we cannot take back internet time that has been used. We do want to put things right when something goes wrong on our side.

1. Cancellation

If you leave the payment page before paying, you are not charged and there is nothing to cancel. Once a payment is completed, the voucher is issued and the purchase cannot be cancelled, except as described below.

2. When you are eligible for a refund or replacement

  • Paid but no voucher: your payment went through but the Show Voucher button stayed greyed out and never became active after you paid.
  • Double charge: you were charged more than once for the same purchase.
  • Voucher does not work: the voucher is invalid or cannot be used because of a fault in our system.
  • Wrong amount: you were charged an amount different from the price shown at checkout.
  • Paid and issued, but you never opened your voucher link: your payment went through and a voucher was issued, but you did not open the link to reveal your voucher code within its 24 hours.

Where possible we will first offer a working replacement voucher of the same value. If that is not possible, we will refund you.

3. When we cannot refund

  • The voucher has already been used, in whole or in part.
  • You changed your mind or bought the wrong amount.
  • You shared the voucher code and someone else used it.
  • Slow or interrupted internet caused by your device, your location, or events outside our control.
  • Your access was ended because of a violation of our Terms of Service.

4. How to ask for a refund

The steps below apply to every case in section 2: the Show Voucher button staying greyed out after payment, a double charge, the wrong amount charged, a voucher that does not work, or a voucher link you never opened. Each hotspot is looked after by a local representative or owner, and every request is checked in person first so we can confirm the problem before we look at your payment.

  1. Within 7 days of the purchase, go to the physical location of the vending machine (hotspot) where you bought the voucher.
  2. Show the local representative or owner responsible for that area a screenshot or other proof of the problem, together with your payment receipt or reference. For example: that the Show Voucher button stayed greyed out after you paid, both charges for a double charge, the amount you were charged compared with the price shown, or the error you saw when using the voucher. If your voucher was issued but you never opened the link in time, there is no greyed-out Show Voucher screenshot to show. Instead, show a screenshot of your own payment confirmation from the banking, e-wallet, or card app you paid with.
  3. The representative verifies your proof and details in person.
  4. Only after that in-person check, the representative calls our admin, who checks the payment and any other details needed.
  5. We will tell you the result within 3 business days. If approved, the refund or replacement is handled as described below.

If you have questions about this process, contact customer service at 0997 128 0022 or emcinfotechservices@gmail.com.

5. How refunds are paid

Approved refunds for online payments are returned to the same payment method you used through our payment processor, PayMongo. After we approve a refund it usually takes 7 to 14 banking days to appear, depending on your bank or e-wallet.

6. Coin-slot problems

Your coin is only kept after you tap INSERT COIN. The coin slot keeps a coin only when you tap INSERT COIN on the portal page. If you do not tap it, the coin is returned to you automatically. That is normal and not a fault, so there is nothing to report.

If the coin slot malfunctions, please report it. For example: you tapped INSERT COIN and received less internet time than the coins you inserted, or you received more time than you should have (double time). Tell the local representative for that machine or contact customer service, and include the machine's location, the date and time, the amount you inserted, and the time you received.

Coin-slot problems are a technical fault of the machine. Reporting them lets us check the machine and fix it.

7. Disputes

If you are not satisfied with our decision, contact us again at the details above and we will review it. You may also raise the payment with your bank or e-wallet provider.