Question 1

Refund and Cancellation Policy

Accepted Answer

General Principles

||| Due to the digital nature of YallaPlay products and services, all purchases are considered final. We do not support a refund, exchange, or cancellation policy except under specific circumstances and with management approval.

Exceptional Cases Where Refunds May Be Considered

Non-receipt of Product: If the digital product was not received after completing the purchase
Invalid Code: If the provided digital code is invalid or expired
Technical Error: In case of a technical malfunction during the purchase process that resulted in charging the amount without completing the transaction

Refund Request Conditions

Refund requests must be submitted within 24 hours of purchase
Proof of purchase and evidence of the issue encountered must be provided
Requests must be submitted through official support channels (email or contact form)
All refund requests are subject to review by the management team

Review Process

Each case is reviewed individually by the customer service team
The information provided is verified to confirm the validity of the claim
YallaPlay management reserves the final right to decide on approving or rejecting the refund request

Refund Methods

If a refund request is approved, it may be in the form of:

Return of the amount to the original payment method
Replacement of the product with another equivalent product

| Refund Fees is 5% approximately

|| Time for Refund is 3 - 14 Working Days

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Question 2

Terms of Use

Accepted Answer

|| Terms of Use for YallaPlay

Welcome to YallaPlay, your comprehensive digital platform for game top-ups, digital app recharges, and gift card purchases. By accessing or using this platform, you explicitly agree to comply with all the terms and conditions outlined below. Please read them carefully.

Key Definitions

Platform**: Includes the YallaPlay website ( www.yallaplay.shop), digital applications, and any electronic services provided through the site.

User**: Any individual or entity that visits or uses the platform and its services.

Account**: The personal profile of the user that enables access to the platform’s services.

Services**: Includes recharging digital games, digital applications, and purchasing digital gift cards.

Content**: All materials available on the platform, such as texts, images, logos, and data.

Third Party**: Any independent service or product provider accessible through the platform.

Eligibility for Platform Use

Users must be at least 18 years old or have explicit legal consent from a parent or guardian.

Users must have full legal capacity to enter legally binding contracts.

Users must provide accurate personal information during registration.

Account Creation and Management

Users agree to provide accurate and complete information upon registration.

Users are responsible for maintaining the confidentiality of their account credentials.

Users are fully responsible for all activities associated with their account.

YallaPlay re

Question 3

Privacy Policy

Accepted Answer

Introduction

| YallaPlay ("we", "us") is committed to protecting user privacy. This policy describes how personal information is collected, used, and protected when using the YallaPlay platform (www.yallaplay.shop) and our applications.

Information We Collect

Personal Information: Name, email, phone number, billing address
Payment Information: Credit card details, e-wallet information
Transaction Data: Purchase history, products purchased
Usage Data: Device information, IP address, browsing records, analytics data

Use of Information

Providing and managing requested services
Processing payments and fulfilling orders
Communicating about orders and inquiries
Improving our services and products
Sending notifications about updates and promotions (with opt-out option)
Complying with legal obligations

Information Sharing

Service Providers: We share data with service providers who help us deliver our services
Payment Partners: For processing financial transactions
Legal Compliance: We may share information to comply with laws, investigations, and legal proceedings
We do not sell personal information to third parties for marketing purposes

Data Security

We implement reasonable security measures to protect personal information from unauthorized access or disclosure. These measures include data encryption, firewalls, and restricted employee access.

Cookies and Tracking Technologies

We use cookies and similar technologi

Question 4

AML Policy

Accepted Answer

Introduction and Commitment

| YallaPlay is committed to combating money laundering and complying with applicable laws and regulations in the United Arab Emirates. This policy aims to prevent misuse of our platform while maintaining a seamless user experience for our customers.

Risk-Based Approach

YallaPlay adopts a risk-based approach to anti-money laundering:

We monitor transactions for unusual patterns without imposing predefined restrictions on all customers
We apply additional procedures only when suspicious activity is detected or when transactions exceed certain thresholds
We maintain flexibility in dealing with customers while complying with regulatory requirements

Selective Customer Verification

YallaPlay does not request "Know Your Customer" (KYC) information from all customers, but rather based on:

Transaction value and nature
Frequency and volume of purchases
Specific risk indicators
Relevant legal requirements
Unusual behavior in transaction patterns

Triggers for Additional Measures

We may request additional information in the following cases:

Unusually high-value transactions
Purchase pattern that significantly differs from the user's typical behavior
Transactions from high-risk geographical areas
Potential indicators of fraud or misuse

Transaction Monitoring

YallaPlay uses monitoring systems to identify:

Unusual or suspicious transactions
Purchase patterns that may indicate illegal activity
At

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