Refund policy

iGVault is committed to providing a safe and secure platform. This policy covers fraud prevention, customer security, and refunds. It explains how we protect buyers and sellers, including our refund procedures, Know Your Customer (KYC) checks, and fraud monitoring.

Preventing fraud when orders aren't delivered

• Seller verification: We verify sellers and the products they list to reduce the risk of non-delivery.
• Buyer protection: Our buyer protection program protects buyers against non-delivery and items that don't match the listing, including refunds in specific circumstances.
• Dispute resolution: If an order isn't delivered or a dispute arises, we investigate through a structured dispute process and resolve the issue quickly and fairly.

Know Your Customer (KYC) checks

• Identity verification: We may verify the identity of buyers and sellers, for example by checking documents or running other identity checks.
• Payment account verification: To make sure a payment is made by the actual account holder, we may ask the buyer for more information, such as an identity document.
• If the information isn't provided: If a buyer doesn't provide the requested KYC information within 7 days, we cancel the order and issue a refund immediately.

Fraud monitoring and alerts

iGVault uses an integrated system that continuously monitors user actions, transactions, and account activity to detect and prevent fraud. It analyzes data such as user behavior, transaction patterns, and account information.

The system raises an alert when it detects activity linked to fraud, including but not limited to:

• Unusual logins or account access from multiple locations
• Frequent or large transactions that don't match the user's usual behavior
• Suspicious account or payment activity
• Unusual product listings or order patterns

When we suspect fraud, we investigate right away. This may include temporarily suspending accounts, requesting further verification, and working with the relevant authorities.

When you can get a refund

• The product wasn't delivered: If you paid for an order but didn't receive the product, you can request a refund.
• You paid twice for one order: You can choose a refund of the extra payment, or a full refund if the order hasn't been delivered yet. We process either option promptly.
• Payment verification wasn't completed: If we ask for more information to confirm the payment and you refuse or don't respond within 7 days, we cancel the order and refund you immediately.
• You paid less than the order amount: We'll contact you. If you still want the product, we can arrange delivery of the quantity your payment covers. If you'd prefer a refund or decline the delivery, we'll start the refund promptly.

Refunds for virtual goods don't incur any shipping or handling fees.

When we can't issue a refund

• The order has been delivered: If the item has been delivered as described in the order details, we can't process a refund.
• The order wasn't paid: You can't request a refund for an order that wasn't actually paid. An order counts as paid only when a valid payment record appears in the receiving account.

How to request a refund

Contact our customer service team through Live Chat with your order number and the reason for the refund. If your request is approved, the refund goes back to your account or bank card, usually within 1–3 business days.

If you have any questions about fraud prevention, customer security, or refunds, contact our customer service team. Your security and satisfaction are our top priorities.