Question 1

What is Xenonepal?

Accepted Answer

Xenonepal is Nepal's trusted digital marketplace for instant gaming top-ups, premium subscriptions, software licenses, and gift cards. We deliver digital products securely and instantly to gamers and professionals across Nepal.

Question 2

What products does Xenonepal offer?

Accepted Answer

We offer a wide range of digital products including gaming top-ups (PUBG Mobile, Free Fire, Mobile Legends, Genshin Impact, etc.), streaming subscriptions (Netflix, Spotify, YouTube Premium), software licenses, VPN services, and more.

Question 3

Is Xenonepal an authorized seller?

Accepted Answer

Yes, we are an authorized reseller of digital products. All codes, top-ups, and subscriptions we provide are 100% genuine and sourced directly from official distributors.

Question 4

What payment methods are accepted?

Accepted Answer

We accept eSewa, Khalti, bank transfer, and QR code payments. Simply choose your preferred method at checkout, make the payment, upload the screenshot as proof, and we'll process your order right away.

Question 5

Is my payment information secure?

Accepted Answer

Absolutely. We never store your payment credentials. All transactions are processed through trusted Nepal-based payment gateways with end-to-end encryption. Your payment screenshots are stored securely and only used for order verification.

Question 6

What currency do you accept?

Accepted Answer

All prices on Xenonepal are listed in Nepali Rupees (NPR/Rs.). We exclusively work with Nepali payment methods to ensure a seamless experience for our customers in Nepal.

Question 7

How fast is digital delivery?

Accepted Answer

Most orders are verified and delivered within 5 to 15 minutes after payment confirmation. During peak hours, it may take up to 30 minutes. You'll receive your product details via email and in your account dashboard.

Question 8

How will I receive my product?

Accepted Answer

After payment verification, your digital product (top-up code, subscription activation, license key, etc.) will appear in your order details on the website. You'll also receive an email notification with the delivery confirmation.

Question 9

What if I don't receive my order?

Accepted Answer

If your order hasn't been delivered within 1 hour, please contact our support team immediately via the Contact page or email us at support@xenonepal.com. We'll investigate and resolve the issue promptly.

Question 10

How does game top-up work?

Accepted Answer

Simply select the game, choose your desired top-up package, enter your in-game Player ID (and server if required), make the payment, and the credits will be delivered directly to your game account. No login credentials needed.

Question 11

Do I need to share my game password?

Accepted Answer

Never. We only need your Player ID or UID to process the top-up. We will never ask for your password or login credentials. If anyone asks for your password claiming to be from Xenonepal, do not share it and report immediately.

Question 12

What if I entered the wrong Player ID?

Accepted Answer

Please double-check your Player ID before placing the order. Once a top-up is processed and delivered to an account, it cannot be reversed. Contact our support team immediately if you realize you've entered incorrect details before delivery.

Question 13

How do I create an account?

Accepted Answer

Click on the Sign Up button, enter your name, email, phone number, and create a password. You can start shopping immediately after registration. Your account lets you track orders, view history, and get faster checkout.

Question 14

Can I become a reseller or agent?

Accepted Answer

Yes! We have a dedicated Agent program with special wholesale pricing and wallet-based ordering. Contact our team via the Contact page or email partnerships@xenonepal.com to learn about becoming an authorized Xenonepal agent.

Question 15

I forgot my password. What should I do?

Accepted Answer

Click on 'Forgot Password' on the login page and enter your registered email. You'll receive a password reset link. If you don't receive it within a few minutes, check your spam folder or contact support for assistance.

Question 16

What is your refund policy?

Accepted Answer

Since we deal with digital products, refunds are handled on a case-by-case basis. If a product was not delivered or there was a verified error on our side, we will process a full refund or re-deliver the product. Refunds for correctly delivered products are generally not possible.

Question 17

How long does a refund take?

Accepted Answer

Approved refunds are processed within 24-48 hours. The amount will be returned to your original payment method. For wallet-based agent purchases, the refund is credited instantly back to your Xenonepal wallet balance.

Question 18

Can I cancel an order after placing it?

Accepted Answer

Orders can only be cancelled if they haven't been processed yet. Since most digital deliveries happen within minutes, you need to contact our support immediately after placing the order. Once delivered, the order cannot be cancelled.

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