How refunds work
Understand our refund policy, when refunds are available, and how to request them for ticket purchases and other transactions on Zwee.
In this article:
Important: Ticket-Based Marketplace Policy
As a ticket-based marketplace, most ticket purchases on Zwee are final and non-refundable. This is because tickets represent your entry into a drawing for the chance to win premium products at reduced prices.
Refunds are only available in specific circumstances outlined below. Please read this policy carefully before making any purchases.
Zwee refund policy
Zwee operates as a ticket-based marketplace where users purchase tickets for the chance to win premium products. Our refund policy is designed to maintain fairness while protecting both buyers and creators.
Generally Non-Refundable
- • Completed ticket purchases for active listings
- • Tickets for drawings that have already occurred
- • Non-winning tickets (this is the nature of the marketplace)
- • Change of mind after purchase
- • Token purchases once tokens are credited to wallet
Refund Eligible
- • Cancelled listings (creator or platform initiated)
- • Technical errors preventing participation
- • Duplicate charges or payment processing errors
- • Fraudulent creator activity
- • Violation of platform terms by creator
Why this policy exists:
Our ticket-based system relies on all participants understanding that tickets represent entries into drawings, not guaranteed purchases. This policy ensures:
When refunds are available
While most ticket purchases are final, there are specific situations where Zwee will issue full refunds.
Listing cancellations
If a listing is cancelled before the drawing occurs, all ticket holders receive automatic full refunds.
Reasons for cancellation:
- • Creator unable to fulfill listing requirements
- • Product availability issues
- • Creator policy violations
- • Insufficient ticket sales within time limit
- • Platform technical issues
Technical errors
If technical issues prevent you from participating fairly, you may be eligible for a refund.
Examples include:
- • Payment processed but tickets not awarded
- • System errors during checkout process
- • Duplicate charges for same purchase
- • Drawing errors or irregularities
Policy violations
If a creator violates platform policies, affected ticket holders may receive refunds.
Violation examples:
- • Fraudulent or misleading product descriptions
- • Failure to ship products to winners
- • Counterfeit or damaged products
- • Manipulation of drawing process
Ticket purchase refunds
Understanding when and how ticket purchases can be refunded is crucial for all marketplace participants.
Standard Ticket Policy
Once you purchase tickets for an active listing, those tickets cannot be refunded simply because you changed your mind or didn't win. This is fundamental to how our marketplace operates and ensures fairness for all participants.
What happens when you don't win:
- • Your tickets served their purpose as entries
- • You participated in a fair drawing process
- • For items over $600, you receive reward tokens
- • No monetary refund is provided
- • You can use earned tokens for future purchases
Legitimate refund scenarios:
- • Creator cancels listing before drawing
- • Technical error prevents fair participation
- • Duplicate payment for same tickets
- • Fraudulent creator activity discovered
- • Platform error in drawing process
Cancelled listing refunds
When listings are cancelled, all participants receive automatic full refunds. Here's how the process works.
Automatic Refund Process:
Timeline expectations:
Refund method:
- • Credit/Debit Cards: Refunded to original payment method
- • Digital Wallets: Returned to original wallet (Apple Pay, Google Pay, etc.)
- • Token Purchases: Tokens credited back to your Zwee wallet
- • Mixed Payments: Each payment method refunded proportionally
Token purchase refunds
Tokens purchased with real money have different refund policies than ticket purchases.
Purchase tokens (refundable)
Tokens bought with credit cards can be refunded under specific conditions:
- • Within 24 hours of purchase
- • Tokens haven't been used for ticket purchases
- • No suspicious activity on account
- • Original payment method still valid
Reward/Referral tokens (non-refundable)
Tokens earned through platform activity cannot be refunded:
- • Reward tokens from non-winning entries
- • Referral tokens from successful referrals
- • Promotional or bonus tokens
- • Tokens earned through contests
Important token refund limitations:
- • Partial token refunds are not available
- • Used tokens cannot be refunded even if purchased recently
- • Token refunds are processed as cash, not platform credit
- • Account must be in good standing to qualify for token refunds
How to request a refund
If you believe you're eligible for a refund, follow these steps to submit your request.
Step 1: Gather required information
Purchase details:
- • Transaction ID or confirmation number
- • Date and time of purchase
- • Amount paid and payment method
- • Listing name and creator
Supporting evidence:
- • Screenshots of errors or issues
- • Email confirmations or receipts
- • Description of the problem
- • Any communication with creators
Step 2: Submit your request
billing@zwee.io
Contact form in help section
Submit ticket through settings
Include all the information from Step 1 in your request. Be specific about why you believe you're eligible for a refund based on our policy guidelines.
Step 3: Review and response
Processing timeframes
Refund processing times vary depending on the payment method and type of refund.
Automatic refunds (listing cancellations)
Manual refunds (approved requests)
Factors that may delay processing:
- • Bank holidays and weekends (business days only)
- • Disputed transactions require additional verification time
- • Large refund amounts may trigger additional security checks
- • Expired or closed payment methods require manual processing
Common refund issues
Solutions to frequently encountered problems with refunds and how to resolve them.
Refund not received
First, check:
- • Allow full processing time before inquiring
- • Check with your bank for pending transactions
- • Verify the refund was sent to correct payment method
- • Look for refund confirmation email from Zwee
If still missing: Contact billing support with your transaction ID and original payment confirmation. We can trace the refund status through our payment processor.
Refund request denied
Common reasons for denial:
- • Request doesn't meet refund policy criteria
- • Drawing has already occurred for the listing
- • Tickets were purchased over 30 days ago
- • Evidence of policy violations on account
Next steps: Review the denial reason in your email. If you believe there was an error, you can appeal the decision by providing additional information or clarification.
Partial refund received
Reasons for partial refunds:
- • Processing fees deducted (for certain payment methods)
- • Only some tickets eligible for refund in your purchase
- • Tokens used before refund request processed
Understanding the amount: Check your refund confirmation email for a detailed breakdown of how the refund amount was calculated. Contact support if you need clarification.
Wrong refund method
When this happens:
- • Original payment method expired or closed
- • Bank account details changed since purchase
- • Credit card was replaced due to fraud/expiration
- • Digital wallet no longer active
Solution: Contact billing support immediately. We can often redirect the refund to an alternative payment method or issue store credit if bank return fails.
Need help with a refund?
Our billing support team is here to help with any questions about refunds or payment issues.
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