Refund, Cancellation and Rejection Policy

Last Updated: July 21, 2026

This Refund, Cancellation and Rejection Policy explains how NaijaGC handles cancelled enquiries, discontinued exchange requests, rejected gift cards, incomplete exchanges, incorrect outcomes, and customer complaints.

This policy should be read together with our:

  • Terms and Conditions;
  • Gift Card Exchange Policy;
  • Privacy Policy;
  • Cookie Policy.

By asking NaijaGC to proceed with a gift card exchange request, you acknowledge that you have read and understood this policy.

1. Scope of This Policy

This policy applies to:

  • Current rate enquiries;
  • Gift card exchange requests;
  • Requests cancelled by a customer;
  • Requests rejected by NaijaGC;
  • Requests that cannot be completed;
  • Revised quotes;
  • Incorrect or incomplete exchange outcomes;
  • Complaints submitted through official NaijaGC channels.

The appropriate outcome depends on the stage of the request, the information provided, the condition of the gift card, and whether the exchange has already been completed.

2. No Obligation to Proceed After an Enquiry

Requesting a current rate does not require you to complete an exchange.

Before confirming that you wish to proceed, you may:

  • Accept the quoted rate;
  • Decline the quoted rate;
  • Ask for clarification;
  • Request an updated rate;
  • Stop the enquiry without continuing.

No exchange is created merely because you visited the website, submitted a contact form, or received a preliminary quote.

3. Cancellation Before Confirmation

You may cancel your enquiry at any time before accepting the applicable quote and asking NaijaGC to proceed.

To cancel, send a clear message through the same official communication channel used for the enquiry.

For example:

I do not wish to continue with this exchange request.

Once the cancellation is received, NaijaGC will stop the enquiry unless further action has already been requested or completed.

4. Cancellation After Confirmation

After you accept a quote and ask NaijaGC to proceed, cancellation may depend on the stage already reached.

A cancellation may still be possible where:

  • The gift card has not entered review;
  • The required card information has not been submitted;
  • The exchange has not been confirmed;
  • No irreversible action has been taken;
  • NaijaGC confirms that the request can still be stopped.

You should send a cancellation request immediately. Delayed cancellation requests may be more difficult to accommodate.

5. Requests That May No Longer Be Cancelled

A request may no longer be cancellable where:

  • The submitted gift card has already been accepted;
  • The card has already been processed as part of the agreed exchange;
  • The exchange amount has already been completed;
  • An irreversible step has already occurred;
  • The request has otherwise reached completion.

NaijaGC will explain the status of the request where reasonably possible.

A customer should not submit card information and simultaneously attempt to use, transfer, resell, or submit the same card elsewhere.

6. Cancellation Following a Revised Quote

NaijaGC may revise a quote if the submitted card or information differs from the original enquiry.

Possible reasons include:

  • Different card value;
  • Different currency;
  • Different issuing region;
  • Different gift card format;
  • Different card condition;
  • Receipt availability changing;
  • Relevant information being incomplete;
  • Current rate conditions changing before acceptance;
  • An obvious calculation or technical error.

Where a quote is revised before completion, you may accept or decline the revised quote.

NaijaGC should not complete the request using a materially revised rate without first communicating the revision to you.

7. Gift Card Rejection

Submitting a gift card does not guarantee acceptance.

A request may be rejected where:

  • The category is not currently supported;
  • The issuing country or region is unsupported;
  • The card is inactive or invalid;
  • The card appears previously used;
  • The available value differs from the stated value;
  • The card information is unreadable or incomplete;
  • Required supporting information is missing;
  • Information supplied during the enquiry is inconsistent;
  • The card appears altered or duplicated;
  • The lawful source or ownership cannot reasonably be confirmed;
  • The same card has been submitted more than once;
  • Applicable card restrictions prevent completion;
  • Technical or third-party conditions prevent review;
  • The request conflicts with NaijaGC policies;
  • Continuing may conflict with applicable law;
  • Unusual or potentially unlawful activity is reasonably suspected.

NaijaGC may request clarification before rejecting a request.

8. Notification of Rejection

Where a request is rejected, NaijaGC will normally communicate the outcome through the official channel used for the request.

The notification may include:

  • Confirmation that the request was not accepted;
  • A general reason for the decision;
  • Whether further information may be submitted;
  • Whether the customer may submit a new enquiry;
  • Whether the decision is final based on available information.

NaijaGC may provide a general explanation but is not required to disclose confidential internal review methods, security procedures, or technical controls.

9. Rejected Cards and Customer Ownership

A rejected gift card does not become the property of NaijaGC merely because it was submitted for review.

Where no exchange has been completed, the customer remains responsible for the gift card, subject to any action already authorised and completed before rejection.

Customers should contact NaijaGC promptly if they believe a rejected card has been affected during the review process.

NaijaGC will review available communication and request records before determining the appropriate outcome.

10. Invalid or Previously Used Gift Cards

No exchange amount is due for value that cannot reasonably be confirmed or used because a gift card is:

  • Invalid;
  • Inactive;
  • Previously used;
  • Empty;
  • Restricted;
  • Incorrectly described;
  • Unreadable;
  • Duplicated;
  • Altered;
  • Unsupported.

If only part of the stated value is available, NaijaGC may:

  • Reject the request;
  • Provide a revised quote;
  • Request further clarification;
  • Offer an outcome based on the confirmed value, subject to your agreement.

11. Incorrect Information Supplied by the Customer

Customers are responsible for checking the information they submit.

NaijaGC may not be responsible for an incorrect outcome caused solely by inaccurate information provided by the customer, including an incorrect:

  • Gift card category;
  • Card value;
  • Currency;
  • Issuing country or region;
  • Receipt status;
  • Contact detail;
  • Account detail supplied for completion;
  • Description of the card’s condition.

Where an error is discovered before completion, the customer should notify NaijaGC immediately.

NaijaGC will make reasonable efforts to correct an error where correction remains possible.

12. Incorrect Outcome Caused by NaijaGC

Contact NaijaGC promptly if:

  • The confirmed exchange amount differs from the amount received;
  • A completed request was recorded incorrectly;
  • The same request appears to have been processed more than once;
  • An agreed exchange was not completed;
  • A confirmed correction was not applied;
  • You received information intended for another customer.

NaijaGC will review:

  • The original enquiry;
  • The accepted quote;
  • Relevant communication records;
  • The submitted gift card information;
  • The confirmed completion details;
  • Any supporting information supplied with the complaint.

Where an error by NaijaGC is confirmed, we will take reasonable corrective action. Depending on the circumstances, this may include:

  • Completing the outstanding exchange amount;
  • Correcting the relevant record;
  • Reversing an incorrect duplicate outcome where reasonably possible;
  • Providing another appropriate remedy;
  • Issuing a refund where a customer paid an amount for a service that was not provided.

Nothing in this policy removes any consumer right that cannot lawfully be excluded.

13. When a Refund May Apply

A refund may be considered where:

  • A customer paid an amount directly to NaijaGC for a specific service that was not provided;
  • A duplicate amount was collected due to a confirmed error;
  • NaijaGC confirms that an amount was received incorrectly;
  • The exchange could not be completed due to an error attributable to NaijaGC;
  • A refund is otherwise required under applicable law.

The appropriate remedy may depend on whether the original transaction can be identified and verified.

14. When a Refund May Not Apply

A refund may not apply where:

  • No amount was paid by the customer to NaijaGC;
  • The request was only an enquiry or quote;
  • The gift card was invalid, inactive, empty, or previously used;
  • The customer supplied materially incorrect information;
  • The customer submitted a card they did not lawfully own;
  • The exchange was correctly completed according to the accepted quote;
  • The complaint concerns a later change in publicly available rates;
  • The customer changed their mind after an irreversible exchange was completed;
  • The issue was caused by an unofficial contact or impersonator account;
  • The request cannot be verified using available records.

Each complaint will be reviewed according to its specific facts rather than relying only on a general “no refund” rule.

15. Completed Exchanges

An exchange is considered completed after:

  • The gift card has been reviewed and accepted;
  • The final rate has been confirmed;
  • The exchange amount has been completed;
  • NaijaGC has communicated the completion outcome.

A completed exchange normally cannot be cancelled solely because:

  • The customer later finds a different rate elsewhere;
  • General market rates change;
  • The customer changes their mind;
  • The customer no longer wishes to exchange the gift card;
  • The customer misunderstood information that was clearly disclosed and accepted.

This does not limit a customer’s right to report an incorrect amount, duplicate processing, misrepresentation, or service failure.

16. Exchange Amount Not Received

If NaijaGC confirms completion but you have not received the confirmed exchange amount, contact us promptly through the original official conversation.

Provide:

  • Your name;
  • Approximate date and time;
  • Gift card category;
  • Confirmed exchange amount;
  • The communication channel used;
  • Relevant reference information;
  • A brief description of the issue.

Do not publish confidential information in a public comment or social media post.

NaijaGC will review the available records and may ask you to confirm relevant completion details.

17. Technical Delays

An exchange may occasionally be delayed by:

  • Website interruptions;
  • Communication platform outages;
  • Hosting problems;
  • Network conditions;
  • Third-party system delays;
  • Incomplete customer information;
  • Security review requirements;
  • Category-specific technical problems.

A delay does not automatically mean that the request has been rejected or completed.

Where a request remains pending, customers should wait for confirmation before submitting the same gift card elsewhere.

18. Duplicate Submissions

Do not submit the same gift card:

  • Through multiple conversations;
  • Through different WhatsApp numbers;
  • Through both email and WhatsApp at the same time;
  • Under different names;
  • To multiple NaijaGC representatives;
  • More than once after it has been completed.

Duplicate submissions may cause delay, conflicting records, rejection, or additional review.

If you accidentally submit a duplicate request, notify NaijaGC immediately.

19. Unofficial Contacts and Impersonation

NaijaGC will only review complaints connected to contact information published on the official website.

NaijaGC is not responsible for exchanges conducted through:

  • Unlisted WhatsApp numbers;
  • Impersonator accounts;
  • Unofficial social media pages;
  • Private intermediaries;
  • People claiming to represent NaijaGC without authorisation;
  • Contact details found on unrelated websites.

Before submitting gift card information, confirm that the contact channel matches the details published on naijagc.com.

Report suspected impersonation to:

support@naijagc.com

20. How to Submit a Complaint

Submit complaints through:

  • The official NaijaGC email address;
  • The official WhatsApp number;
  • The website contact form.

Your complaint should include:

  • Your name;
  • Your contact information;
  • Approximate date of the request;
  • The channel used;
  • A clear description of the problem;
  • The outcome you are requesting;
  • Relevant screenshots or records, where appropriate.

Do not include unrelated personal information.

21. Complaint Review Process

After receiving a complaint, NaijaGC may:

  1. Confirm receipt of the complaint;
  2. Locate the relevant request records;
  3. Review the original quote and communications;
  4. Request additional information;
  5. Compare the complaint with available completion records;
  6. Explain the review outcome;
  7. Provide an appropriate correction or remedy where required.

We aim to acknowledge complaints within a reasonable period. Complex complaints may take longer where third-party information or additional verification is required.

22. Customer Cooperation

Customers should cooperate reasonably with the review process.

A complaint may be delayed where:

  • The relevant conversation cannot be identified;
  • Important information is missing;
  • Screenshots are incomplete or altered;
  • The customer uses different names or contact details;
  • Conflicting information is supplied;
  • The customer does not respond to reasonable clarification requests.

NaijaGC may close a complaint where sufficient information is not provided after reasonable follow-up attempts.

23. Abuse of the Complaint Process

NaijaGC may restrict communication where a person:

  • Submits knowingly false allegations;
  • Uses forged or altered records;
  • Repeatedly submits the same resolved complaint;
  • Threatens or harasses support personnel;
  • Attempts to obtain more than the agreed amount;
  • Uses the complaint process to support unlawful activity.

Legitimate complaints will not be rejected merely because a customer expresses dissatisfaction.

24. Record Retention

NaijaGC may retain relevant enquiry, exchange, rejection, cancellation, and complaint records for:

  • Customer support;
  • Error correction;
  • Duplicate-request prevention;
  • Complaint handling;
  • Website and service security;
  • Compliance with applicable obligations;
  • Establishing, exercising, or defending legal claims.

Personal information is handled according to our Privacy Policy.

25. Consumer Rights

This policy is intended to explain NaijaGC’s internal cancellation, rejection, and complaint procedures.

Nothing in this policy excludes, restricts, or replaces any consumer protection right or remedy that cannot lawfully be excluded.

Where an applicable law provides the customer with greater protection, the applicable legal requirement will take priority.

26. Changes to This Policy

NaijaGC may update this policy to reflect changes in:

  • Exchange procedures;
  • Supported gift card categories;
  • Complaint-handling processes;
  • Website features;
  • Operational practices;
  • Applicable legal requirements.

The updated version will be published on this page with a revised “Last Updated” date.

27. Contact NaijaGC

For cancellations, rejected-request questions, corrections, or complaints, contact:

NaijaGC

Email: support@naijagc.com
Official WhatsApp: +86 190 9625 0034
Website: naijagc.com

Postal Contact Address:

Shop No. 9, Building 39, Qingfang Cheng
Nanfeng County, Fuzhou City
Jiangxi Province, China

Please use only the contact details published on the official NaijaGC website.

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