Refund & Cancellation Policy
1. Eligibility at a glance
| Situation | Refund? |
|---|---|
| Code not yet revealed, within 14 days of purchase | Yes — full refund |
| Code revealed and accepted by the service | No — revealed codes are treated as cash |
| Code revealed but rejected or already used (checked with our supplier) | Yes — replacement or full refund |
| Gift link opened by the recipient | Treated as revealed |
| Code accepted, but a match, channel or feature isn’t what you expected | Handled by the service under its terms — we’ll help you reach it. If our product page described the plan wrongly, we refund you. |
| Item not delivered, or we cannot deliver it (e.g. out of stock) | Yes — full refund, automatically offered |
| Charged twice for the same order | Yes — the duplicate payment is refunded in full |
| Unpaid / expired order | Nothing to refund — no money was taken |
2. Your right to cancel digital purchases
Digital content is delivered immediately. At checkout you expressly request immediate delivery and acknowledge that, where the law allows, you lose the statutory right to cancel for change of mind once delivery begins (a code is revealed, a file is downloaded, or content is streamed, read online or played). Until then, you may cancel within 14 days for a full refund. This does not affect your rights if a Product is faulty or not as described.
3. Faulty, invalid or not-as-described items
If a code is rejected, already redeemed, a file is corrupt, or content will not play, contact us within 14 days (or longer where the law requires). Please include your order number and any error message or screenshot. We will verify the issue (sometimes with the supplier) and replace the item or refund you in full.
4. Rules specific to vouchers
- Opening a gift link counts as revealing the codes it contains.
- To report a faulty code, include the exact message the streaming app or website shows. We check claims with our supplier before replacing or refunding, which can take up to 5 business days.
- We can’t refund codes that were lost, shared or redeemed by someone else after you revealed them, or that were redeemed on a different account from the one you meant.
- Once a service has accepted a code, the plan is between you and the service: questions about playback, content or your account with the service go to the service, under its terms.
5. How to request a refund
- Go to Account → Orders, open the order and choose Request a refund; or contact us.
- Tell us the reason. Your order page shows whether the order has been revealed, downloaded or used.
- We review every request within 3 business days and email you the decision.
6. How refunds are paid
- Approved refunds are returned to the same KPay account used for payment, for the full amount paid for the refunded items. We do not charge refund fees.
- KPay and your bank normally credit refunds within 1–7 business days.
- When an order is refunded, access to its digital content is removed and any unrevealed codes are cancelled.
7. Cancelling an order before payment
You can cancel an unpaid order at any time from the payment page or Account → Orders. Unpaid orders expire automatically after 60 minutes and any reserved stock is released.
8. Payment disputes
If something has gone wrong, please contact us before opening a dispute with KPay or your bank — we can usually resolve it the same day. Filing a dispute for an order that was delivered and used may lead to account suspension under our Terms.
Contact
Questions about this policy? Contact [Your Company Legal Name] (trading as StreamVoucher), [Registered business address], Pakistan — email [email protected] or call [Support phone] (Mon–Fri, 9:00–18:00).