Refunds

1. A payment that did not complete

The uttapen wallet is topped up through the Zibal online payment gateway, with any bank card on Iran's Shetab network. If the amount left your card but the wallet was not topped up, one of two things happens:

• The payment is confirmed a few minutes later and the amount is added to your wallet. Refresh the wallet page after a few minutes.
• If the payment is not confirmed, the bank returns the amount to the card you paid with, within 72 hours at most. This happens automatically; you do not need to ask.

A successful payment is added to the wallet exactly once; confirming it again or refreshing the page never counts it twice.

If 72 hours have passed and neither has the wallet been topped up nor has the money come back to your card, send the payment's order number (in the dashboard, in the list of payments) or the bank reference number to support@uttapen.ir and we will take it up with the payment gateway.

2. What requests cost

Before each request, an amount is set aside from your balance for a moment (a hold) so we know the balance covers it. That amount is not taken: when the request ends, only its real cost is charged and the rest is released at once.

• A request that stops with an error before any answer is produced — whether the error is ours or the model maker's — costs nothing, and the whole hold is released.
• If you close the connection partway through an answer, you pay only for what had been processed and produced up to that moment.
• The exact cost of each request is shown under Usage in the dashboard and in the API response headers.
• If you believe an amount was taken from your wallet by mistake, send the request id (the X-Uttapen-Request-Id header), or the time and the model, to support@uttapen.ir. If the mistake is confirmed, the excess is returned to your wallet.

3. Getting wallet credit back as money

Wallet credit has no expiry date and stays in your account until you use it, so credit you have bought is not normally paid back. We do pay unused purchased credit back to your bank account when:

• an amount left your card that neither reached the wallet nor was returned by the bank;
• you paid more than you should have because of a mistake on our side;
• we stop providing the service, or close your account without you having broken the terms of service.

In any other case — for example if you no longer need the service — you can still ask for your unused purchased credit back. We will review the request and, where we agree, pay it back the same way.

4. How to ask, and how long it takes

1. Email support@uttapen.ir from the address registered on your account — or, if you have not registered one, mention your account's mobile number — with the subject “Refund request”.
2. Include your account's mobile number; the order number or receipt number of the payments concerned; the amount you are asking for and why; and the IBAN (Shaba) number with the name of the bank account holder.
3. To make sure the request comes from the account holder, we may call you on the account's mobile number or ask for proof of identity. Money is only paid into a bank account in the name of the account holder.
4. We tell you our decision by email within 7 working days of receiving a complete request.
5. Once approved, the amount is transferred to the IBAN you gave, and the same amount is deducted from your wallet balance. When it reaches your account depends on the banks' settlement cycle.

5. How much comes back

• The purchased credit you have not used yet. For example, if you topped up 500,000 toman and used 120,000 toman of it, 380,000 toman can come back.
• If you paid VAT on the top-up, the VAT on the part that comes back is returned in the same proportion.
• We deduct no fee from the amount returned.
• Gift credit — such as the sign-up gift — and any other promotional credit is not paid out as money. When we work out the amount, your usage is counted against the gift credit first, so that as much of your purchased credit as possible remains refundable.

6. Questions and follow-up

For any question about a payment or a refund, reach us through the contact page or at support@uttapen.ir. This policy is part of the terms of service.