Refund Policy
Last updated: September 2026
1. How refunds work on SwapBay
SwapBay holds a buyer's payment until the purchase is confirmed, so most refund questions are resolved through the verification window rather than a separate refund request.
2. During the verification window
After payment, buyers get a limited window to check that the account matches its listing. If it doesn't, open a dispute before the window closes instead of confirming the purchase.
3. Disputes and refund decisions
When a dispute is opened, SwapBay reviews the evidence from both the buyer and seller. If the account doesn't match what was listed, the buyer's payment is refunded to their SwapBay wallet. If the account matches the listing, the funds are released to the seller instead.
4. After confirmation
Once a buyer confirms a purchase, or the verification window closes without a dispute, the transaction is final and the funds are released to the seller. Refund requests after this point are only considered in cases of proven fraud.
5. Platform fee
SwapBay's 9.95% platform fee (with a minimum floor of ₦500) is charged on completed sales and is not refundable, even if a later issue is found with the account.
6. Where refunds go
Approved refunds are credited to the buyer's SwapBay wallet balance, which can be used for future purchases.
7. Contact
Questions about a specific transaction or this policy can be sent to support@swapbay.store.