Returns & refund policy

This policy explains when an order can be cancelled, a digital product returned, or an amount refunded at the ZoqCard store. Please review the product name, value, currency, country or region and compatible platform before completing a purchase.

Nature of digital products

ZoqCard products are delivered electronically, and the code or product content may become viewable or usable as soon as it is delivered. Therefore a product usually cannot be cancelled or returned after delivery or after the code is revealed, except in the cases accepted by this policy or required by law.

When a refund is accepted

• The order amount was charged but the product was not delivered for a reason attributable to the store or supplier, after checking the order status.
• An invalid code was delivered before use, confirmed after review with the supplier or issuer.
• A product different from the one confirmed in the order details was delivered.
• A duplicate charge for the same transaction, or a proven error in collecting the amount.
• The store cancelled the order because the product was unavailable or could not be fulfilled after successful payment.

Cases usually not accepted

• The customer changed their mind after delivery or after the code was revealed.
• Choosing a country, region, currency, platform or product category unsuitable for the customer’s account, when this information was shown before purchase.
• The code was used, exchanged or shared with someone else.
• The issuer rejected the product because of account or country restrictions or a breach of its terms, when the product matched the order and the displayed information.
• Incorrect contact or account information was provided, resulting in the product being sent to the destination the customer specified.

Delivery and reporting a problem

Order fulfilment starts after successful payment, verification and confirmation that the product is available. Delivery is usually electronic via the customer’s account, email or the delivery channel shown at checkout, and may be delayed by verification, a technical fault or supplier delay.

If the product does not arrive or there is a problem with the code, please contact customer service as soon as possible, preferably within 24 hours of the order or of discovering the problem, and do not attempt to use the code repeatedly until it has been reviewed.

Information needed for review

• The order number and the email or phone number used for the purchase.
• The product name, when the problem appeared and a clear description of it.
• A screenshot or screen recording showing the error message, with any sensitive payment data hidden.
• Any additional information the support team or supplier needs to verify the code status, without requesting the customer’s account password.

Refund method and timing

When a refund is accepted, the amount is returned to the original payment method where available, or by a method the store agrees with the customer when that is not possible. The store starts the refund after verification is complete; the time for the amount to appear may vary by payment provider or bank, which can be outside ZoqCard’s control.

Disputed payments

Please contact customer service first about any order or payment problem before opening a dispute with your bank or payment provider, so we can review and resolve it. This does not affect any legal right of the customer.

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Last updated: 15 September 2026