Refund Policy | Denstrix - Top Up Refund Guide

Denstrix’s refund policy for mobile game top up services. Learn the terms and conditions for refunds on top ups for Free Fire, Mobile Legends, PUBG Mobile, and other popular games on Indonesia’s trusted platform.

Keywords: Denstrix refund policy, top up refund, Free Fire refund, Mobile Legends refund

Last updated: July 27, 2026

Our Customer Satisfaction Commitment

At Denstrix, customer satisfaction is our top priority. We are committed to providing the best service and handling every complaint fairly and transparently. This refund policy exists to protect consumer rights while keeping the service sustainable.

Eligible for a Refund

A User ID error caused by Denstrix’s system or admin human error
A system failure that keeps the currency from landing in the game account after 24 hours
A duplicate payment for the same order (double charge)
The game server is down or under prolonged maintenance, preventing the top up
A technical error on the payment gateway causing an excess deduction

Not Eligible for a Refund

A wrong User ID or Zone ID provided by the customer
A change of mind after the currency has already landed in the game account
A game account that has already been banned, suspended, or hacked
Currency that has already been spent or used in the game
A refund request made more than 30 days after the transaction

Refund Request Process

Contact CS

Contact customer service via WhatsApp or email with your complaint

Send Evidence

Include a screenshot of your proof of payment, your User ID, and transaction details

Investigation

Our team will investigate the case within 1-3 business days

Refund Processing

If approved, the refund is processed within 3-7 business days

Required Documents

For All Refund Cases:

Screenshot of proof of payment
Order/transaction number
The User ID and Zone ID used
Screenshots of the game account before and after
A detailed explanation of the issue you experienced

Additional Documents (if any):

Video recording of the top up (if any)
Screenshot of the game transaction history
Communication with official game support
Screenshot of the error notification (if any)

Refund Process Timeline

Initial Response

Confirmation that your complaint was received: 1-4 hours

Investigation

Case analysis and data verification: 1-3 business days

Decision

Approval/rejection notification: 3-5 business days

Refund Execution

Processing of the refund: 3-7 business days

Refund Methods

Original Payment Method

Refunds are returned to your Refund Balance (Rp)

Recommended

Bank Transfer

If needed, our support team will contact you about other refund options

1-3 business days

Important Notes

• Every refund case is handled individually based on the available evidence
• Denstrix reserves the right to decline a refund that does not meet the stated requirements
• Refunds only apply to transactions within the last 30 days
• For transactions above Rp 1,000,000, additional verification is required
• The decision of Denstrix’s investigation team is final