Refund and Cancellation Policy

Effective date: 19 July 2026
Last updated: 19 July 2026

This Policy explains when an ApkXchange transaction may be cancelled, reversed, replaced or refunded. It forms part of the Terms and Conditions.

Refund rights depend on the product, delivery state, payment rail, transaction status and mandatory law. Selecting a currency does not select a country's law or remove statutory rights.

1. Our Core Rule

We will provide the remedy required by applicable law when a product or service is faulty, not as described, duplicated, unauthorised, not delivered or not fulfilled because of an ApkXchange or provider error.

Digital codes, completed bill payments, completed conversions and completed payouts are often irreversible. A change of mind, wrong region, wrong platform, wrong phone or account reference, or wrong blockchain network supplied by the customer will not normally qualify after fulfilment has begun or completed.

Nothing in this Policy limits a right or remedy that applicable law says cannot be waived.

2. Buy Orders for Gift Cards and Digital Codes

Before payment or reservation

You may leave checkout without completing the order. No refund is due if no payment was collected.

Paid but not delivered

If payment is confirmed but the product cannot be supplied, we may:

• replace it with the same product with your agreement;
• return the amount to the original payment method where possible; or
• credit the amount to your ApkXchange wallet where lawful and agreed or where the original rail cannot accept a reversal.

Code delivered but not revealed

Contact us immediately and do not reveal or copy the code. Cancellation is not guaranteed because a unique code may already have been reserved or exposed to your account. We will check the delivery and supplier records and apply any mandatory cancellation right.

Code revealed, copied, redeemed or disclosed

A correctly supplied digital code is normally final once revealed, copied, redeemed or otherwise disclosed. We cannot safely resell it or guarantee that it remains unused.

A revealed code may still qualify for investigation if it was invalid when supplied, materially different from the order, already redeemed before delivery, or subject to another non-waivable statutory remedy.

Wrong product, platform or region

No refund is normally available where the product matches the confirmed order but you selected an incompatible region, currency, platform, value or recipient account. We will assist where the issuer permits an exchange, but issuer rules control whether one is possible.

3. How to Report a Faulty Digital Code

Contact refund@apkxchange.com or support@apkxchange.com as soon as the problem is discovered. Reporting within 48 hours helps us preserve supplier and issuer evidence, but this request does not shorten a longer statutory limitation period.

Include:

• your order or transaction reference;
• product and value;
• the date and time the issue occurred;
• a screenshot or exact issuer error; and
• confirmation that the code has not been shared with another person.

Do not post the complete code publicly or send it through an unauthorised channel. We may ask for additional evidence or permission to validate the code with the supplier or issuer.

4. Manual or Admin-Assisted Delivery

If an order requires manual delivery, you may request cancellation before fulfilment begins. Once the administrator or supplier has acquired, transmitted or redeemed a unique product for your order, cancellation may no longer be possible.

If manual delivery fails for reasons not caused by you, we will provide a replacement, retry, wallet return or refund as appropriate after confirming the failure.

5. Sell Gift-Card Trades

You may request cancellation before an administrator verifies, redeems or otherwise commits value against the submitted card.

Cancellation is not normally possible after a card has been verified or redeemed and the trade has been completed. ApkXchange may reject or cancel a trade where a card is invalid, used, reversed, fraudulent, unlawfully obtained, unsupported or materially different from the submission.

If an administrator changes the offered valuation before completion, you may accept the revised value or cancel while the card remains unused and recoverable. A completed wallet credit may be corrected for a duplicate, manifest calculation error, provider reversal or proven fraud, subject to law and notice.

6. Bill Payments and Airtime

Pending

Do not submit a second payment while the first is pending. Some billers confirm later than the payment provider. We will investigate and either fulfil, release the wallet hold, return the collected value or explain the final provider status.

Failed or reversed

If collection occurred but the biller confirms failure or reverses the transaction, we will return the eligible amount after provider confirmation. Provider or processing fees will be returned where required by law or where they were charged for a service that was not supplied.

Successful

A successful airtime, electricity, water, television or other bill payment sent to the customer reference you confirmed is generally final. A refund may still be available for a duplicate, wrong amount caused by our system, provider reversal, unauthorised transaction or other mandatory legal remedy.

Customer-entered errors—such as a wrong phone, meter, smartcard or account number—are not normally refundable once the biller has fulfilled the request.

7. Wallet Holds, Credits, Conversions and Payouts

• A wallet hold for a failed or cancelled eligible order will be released after the final status is confirmed.
• A conversion may be cancelled before confirmation, but a completed conversion at the displayed rate is normally final unless there was a manifest system error or mandatory right.
• A payout can be cancelled only before it is submitted or committed to the payout provider.
• A completed payout to the verified destination you supplied is normally irreversible.
• Wallet credit is not cash held in a bank deposit account and does not earn interest.

Where a provider returns funds, we will credit or refund the amount actually returned, less only fees that were properly disclosed and lawfully non-refundable.

8. Payment-Rail Rules

Mobile Money, card and bank

Refunds are sent to the original payment source where possible. Your provider may take additional time to display the reversal. We may request proof of ownership or payment before processing.

If you believe a payment is unauthorised, notify ApkXchange and your payment provider promptly. Do not file a false chargeback for a product that was correctly delivered; doing so may result in account restriction and evidence being provided to the payment provider.

USDT TRC20

Blockchain transfers cannot be cancelled by ApkXchange after broadcast. A transfer to a wrong address, wrong network or unsupported asset may be permanently lost. If ApkXchange received an identifiable overpayment or a payment for an order we cannot fulfil, we may return the recoverable amount after verification, less disclosed and reasonable network costs, where lawful. We will never ask you to send more crypto to "unlock" a refund.

9. European and United Kingdom Digital-Content Rights

Where EEA or UK consumer law applies, you may have a withdrawal right for a distance contract. For digital content supplied immediately, that right may end once performance begins only where the legally required prior express consent and acknowledgement are obtained. ApkXchange will request those confirmations where required.

This does not remove remedies for digital content that is faulty, not supplied or not as described.

10. Other Mandatory Local Rights

Users may have non-waivable rights under the laws that apply where they live or where ApkXchange directs the relevant Service. Ghanaian users may have rights under applicable sale-of-goods, electronic-transactions, payment and data-protection laws. Comparable mandatory consumer protections may apply in Nigeria, the EEA, the United Kingdom, Canada, Australia, Japan, California or another jurisdiction.

Those rights arise from the actual legal connection to the transaction—not merely from selecting GHS, NGN, USD, GBP, EUR, CAD, AUD or another currency.

11. Refund Method and Timing

After approving a refund, we will use the original payment method where reasonably possible. If that rail cannot accept a return, we may offer another lawful method after verifying account ownership.

Processing time depends on the payment provider, biller, bank, Mobile Money operator or blockchain. We will provide a status or reference when available. ApkXchange does not promise that a third-party provider will display the refund immediately.

12. Abuse, Fraud and Duplicate Claims

We may pause a refund while investigating credible evidence of fraud, duplicate claims, code disclosure, account takeover, chargeback abuse or an unlawful source of funds. This does not permit arbitrary withholding. We will handle affected funds and evidence in accordance with applicable law and provider requirements.

13. How to Request a Refund or Review

Email refund@apkxchange.com or support@apkxchange.com with the subject Refund Request – [order reference].

Include the transaction reference, amount, date, payment rail, requested remedy and supporting evidence. Do not send your password, wallet PIN, full card credentials or a usable unredacted gift-card code by email.

If we decline the request, you may ask for a written review and provide additional evidence. You may also use any complaint or regulator route that applicable law makes available.