Refund Policy
Refund rules for brand prepaid wallet payments, duplicate charges, and member cashback on VOUCH.
Effective Date: 8 September 2026
Bank And Payments Compliance
Brand wallet top-ups and member rebates are processed through V Patch Marketing Agency [WE PATCH IT SOLUTIONS CO. L.L.C.] agency bank accounts. Unused prepaid balance can be refunded on request. Amounts already paid out as approved member rebates or VOUCH commission are not refundable.
VOUCH is operated by V Patch Marketing Agency [WE PATCH IT SOLUTIONS CO. L.L.C.].
1. Operator
VOUCH is operated by V Patch Marketing Agency [WE PATCH IT SOLUTIONS CO. L.L.C.], Dubai, United Arab Emirates. Platform costs are borne by this entity. Brand payments and member rebates are processed through V Patch agency bank accounts.
2. What This Policy Covers
This Refund Policy explains when money paid through VOUCH may be returned. It applies to brand prepaid wallet top-ups and related payment errors. It does not replace a merchant's own refund rules for goods or services bought in store.
3. Member App
The VOUCH member app is free to download. Members do not pay VOUCH a subscription or a platform fee to browse offers. Cashback rebates are loyalty rebates funded from a brand's prepaid wallet after a verified personal purchase. They are not a purchase from VOUCH.
4. In-Store Purchases
If you bought food, a product, or a service from a partner brand, any refund of that purchase is between you and the brand or your card issuer. Contact the merchant first. VOUCH does not reverse the underlying retail sale.
5. Member Cashback And Withdrawals
Approved cashback is a rebate on a verified personal expenditure evidenced by a valid UAE tax invoice. Once a rebate is approved and credited to your VOUCH wallet or withdrawn to your bank, it is not treated as a refundable purchase from VOUCH. Pending rebates may be declined if verification fails, including an invalid tax invoice, a duplicate submission, or fraud.
6. Brand Prepaid Wallet
Brands fund a prepaid wallet so member rebates and VOUCH commission can be paid without using V Patch operating cash. Live offers require sufficient prepaid balance. Auto-fund, when enabled, charges the enrolled card to keep that balance above the brand's chosen threshold.
7. Eligible Refunds
The following amounts are eligible for a refund on a verified written request:
- Unused brand prepaid wallet balance that has not been allocated to approved member rebates or VOUCH commission
- Duplicate charges or captured funds where the top-up did not complete
- Unauthorised auto-fund charges against unused prepaid balance
8. Non-Refundable Amounts
The following amounts are not refundable:
- Approved member cashback rebates already credited or withdrawn
- VOUCH commission on completed, approved member requirements
- In-store purchases from partner brands (request those from the merchant)
- Card-issuer or bank fees that cannot be reversed by the original payment method
9. How To Request A Refund
Email info@vpatch.ae from your registered email address. Include the brand or member account name, the date and amount in UAE Dirham, the payment reference if you have one, and the reason for the request.
10. Review And Payout Timeline
We acknowledge eligible requests within 2 UAE business days. Approved refunds are sent within 14 UAE business days to the original payment method. If that method cannot accept a reversal, we send the refund to the verified brand IBAN on file. Your bank may take additional clearing time.
11. Chargebacks
If you dispute a charge with your bank, email info@vpatch.ae so we can match the transaction. Unjustified chargebacks on valid wallet funding may lead to account review.
12. Contact
Email info@vpatch.ae. Telephone +971 4 228 4649. Office 332, Bin Thani Plaza Building, Dubai, UAE.
This policy is governed by the laws of the United Arab Emirates. Disputes are resolved in Dubai courts.
Questions: info@vpatch.ae