1. General Overview
This Refund Policy explains the conditions under which a request may be reviewed and processed. By using the Plogem platform for your financial transactions, you acknowledge and agree to the terms outlined in this document.
2. Completed Operations
Certain digital operations processed through Plogem—such as direct money transfers from Mexico to Haiti via MonCash or NatCash, as well as mobile top-ups—are delivered instantly to the recipient's wallet or phone and cannot be reversed once completed. Once a request has been successfully executed on the destination network, it is considered final.
3. Eligibility for Review
A refund request may qualify for review in the following specific situations:
- The transfer or top-up was not processed or did not reach its intended destination due to a system failure.
- The user was charged more than once for the exact same operation (duplicate charge).
- A technical issue on the Plogem platform prevented proper delivery or completion.
- A confirmed platform-side error occurred during the processing of the funds.
4. Non-Eligible Situations
A request will not qualify for a refund when:
- The user provided incorrect recipient details (e.g., wrong MonCash/NatCash phone number).
- The operation was completed exactly as requested and verified by the destination network.
- The issue was caused by external providers, third-party telecommunication networks, or local outages in the destination country.
- The request is based on a change of mind or preference after the transaction has been completed.
5. Required Information
To evaluate a case efficiently, users must provide accurate information to our support team, including:
- Date and approximate time of the transaction.
- Recipient details entered during the process.
- Any confirmation or reference number associated with the transaction.
- Screenshots or a detailed description of the issue when applicable.
6. Processing Time
Most cases are reviewed within a reasonable timeframe (typically 2 to 5 business days). Additional verification may be required depending on the complexity of the situation. Plogem may contact the user to confirm details or request supporting documentation.
7. Third-Party Providers
Our features rely on external financial and telecommunication partners (such as mobile wallet networks) who maintain their own operational terms. In such cases, Plogem coordinates with these providers to trace the funds and determine the outcome of a request. Processing times for refunds may vary based on these third parties.
8. User Responsibilities
Users are entirely responsible for verifying all information—especially recipient phone numbers and transfer amounts—before initiating any request. Funds sent to incorrect details entered by the user fall outside the scope of this policy and cannot be refunded by Plogem.
9. Contact Us
To submit a request, report an issue, or ask questions related to this Refund Policy, users may contact our support team through the official Plogem website.