Refund & Cancellation Policy

Last updated: July 5, 2026 · Effective immediately

This Refund and Cancellation Policy outlines the terms under which GiftoSwap, LLC ("GiftoSwap," "we," "us," or "our") handles refunds, cancellations, balance adjustments, and disputes related to gift card exchange transactions. This policy is part of and subject to our Terms of Service.

1. Cancellation Before Submission

You may cancel your exchange at any point before submitting your card details (i.e., before completing Step 3 of the exchange process). To cancel, simply:

  • Navigate away from the exchange page;
  • Close your browser tab or window; or
  • Click any other navigation link on the website.

No card data is saved, no transaction is created, and no record is kept until you explicitly submit your card information. Your quote will expire at the end of your session.

2. Cancellation After Submission

Once you have submitted your gift card details for review, the verification process begins. Cancellation at this stage is handled as follows:

  • Before verification begins: If our team has not yet started reviewing your card, we will cancel the transaction and delete your card data. Contact us immediately at support@giftoswap.com with your Transaction ID.
  • During verification: If verification is in progress, cancellation may not be possible. We will make reasonable efforts to accommodate your request.
  • After verification: If the card balance has been verified and/or redeemed, the transaction cannot be cancelled. Payment will proceed as per the verified amount.

To request a cancellation after submission, email support@giftoswap.com or call 469-851-8300 as soon as possible. Include your Transaction ID (found in your dashboard) and the reason for cancellation.

3. Refund Eligibility

Refunds may be issued in the following circumstances:

  • Technical or System Error: If a system malfunction caused an incorrect payout amount to be calculated or payment to fail.
  • Duplicate Submission: If the same card was accidentally submitted and processed more than once.
  • Payment Processing Error: If payment was sent to an incorrect recipient or method due to an error on our part.
  • Overpayment: If we accidentally paid more than the correct amount, we may request a partial refund of the overpayment.

4. Non-Refundable Situations

Refunds are NOT available in the following situations:

  • Balance discrepancy: If the verified card balance is lower than the amount you stated, the payout is adjusted proportionally. This is not a refundable event.
  • Invalid or empty cards: If the card is found to have a zero balance, has been fully redeemed, is expired, or is otherwise invalid, the submission is rejected and no payment is issued.
  • Rate dissatisfaction: If you are dissatisfied with the exchange rate after accepting a quote and submitting your card, a refund cannot be issued because the card balance may have already been verified or redeemed.
  • Incorrect user-provided information: If you entered wrong card details, uploaded incorrect photos, or provided invalid payment information.
  • Prohibited or fraudulent cards: Submissions rejected for fraud, stolen cards, or violations of our Terms of Service.
  • Third-party payment issues: Delays or failures caused by your payment provider (e.g., PayPal, Cash App) are outside our control.

5. Balance Adjustments

During the verification process, we check the actual balance on your submitted card. If the balance differs from what you stated:

  • Lower balance: The payout is recalculated based on the actual verified balance at the same exchange rate percentage you were quoted. For example, if you were quoted 85% for a $100 card but the balance is $80, your payout will be $68 (85% of $80).
  • Higher balance: If the balance is higher than stated, we will process payment based on the stated amount. You may submit a new transaction for the remaining balance.
  • Zero balance or invalid: The submission is rejected. You will be notified via your dashboard with the reason. No payment is issued.

You will be notified of any balance adjustments through your dashboard and/or email before payment is processed.

6. Rejected Submissions

Submissions may be rejected for the following reasons:

  • Card has a zero or insufficient balance;
  • Card is expired, deactivated, or reported lost/stolen;
  • Card number or PIN is invalid or unreadable;
  • Photos are unclear, incomplete, or do not match the provided details;
  • Suspected fraud or policy violation;
  • Card brand is no longer accepted or temporarily unavailable.

You will be notified of the rejection reason through your dashboard. If you believe a rejection was made in error, you may contact us within 14 days to request a review.

7. Dispute Resolution Process

If you have a dispute regarding any transaction, please follow these steps:

  1. Contact Us: Email support@giftoswap.com within 30 days of the transaction date. Include your Transaction ID, a clear description of the issue, and any supporting evidence (screenshots, etc.).
  2. Investigation: Our team will review your dispute and may request additional information. We aim to complete investigations within 5 business days.
  3. Resolution: We will communicate our findings and, if applicable, issue a corrective payment or adjustment within 3 business days of completing the investigation.
  4. Escalation: If you are not satisfied with the resolution, you may request a final review by a senior team member. If the dispute remains unresolved, you may pursue the matter through the legal channels described in our Terms of Service (Section 14).

We are committed to resolving disputes fairly and promptly. Disputes submitted after 30 days may be declined.

8. Refund Processing & Timeline

  • Method: Approved refunds are processed using the same payment method as the original transaction, unless that method is no longer available (in which case an alternative will be arranged).
  • Timeline: Refunds are initiated within 5 business days of approval. Depending on the payment method, it may take an additional 3–7 business days for the refund to appear in your account.
  • Notification: You will receive an email confirmation when a refund is initiated, including the amount and expected arrival date.

9. Payout Holds & Delays

In certain cases, payouts may be temporarily held for additional review:

  • First-time users submitting high-value cards (above $500);
  • Multiple submissions in a short time period;
  • Submissions flagged by our fraud detection system;
  • Incomplete or unclear card photographs.

If your payout is held, we will notify you and may request additional verification (e.g., proof of card purchase). Holds are typically resolved within 24–48 hours.

10. Contact Information

For all refund, cancellation, or dispute inquiries, contact us:

GiftoSwap, LLC
525 South Griffin St, Room 905, Dallas, TX 75202
Phone: 469-851-8300
Email: support@giftoswap.com

Please include your Transaction ID in all communications. Our support team is available Monday through Saturday, and we aim to respond to all inquiries within 24 hours.