Return, Exchange and Technical Verification Policy

This policy explains how cancellations, returns, exchanges and technical issues are handled for digital products and services purchased through Acwady.

Digital products include, without limitation, gift cards, digital codes, activation codes, electronic vouchers and direct top-up services.

Because these products can be viewed, copied or used as soon as they are delivered, all orders are subject to the terms set out below.

This policy applies to the extent that it does not conflict with the laws and regulations in force in the State of Kuwait, and no clause of it shall be interpreted in a way that diminishes any mandatory consumer right established by law.

1. When is a digital product considered received?

A digital product is considered delivered to the customer as soon as the code or activation code is made available to them through any of the delivery methods approved by Acwady, including:

Being displayed immediately after payment is completed.
Appearing in the order history in the customer's account.
Being sent to the customer's registered email address.
Any other electronic delivery method approved by Acwady.

The product is considered delivered once the code has become available to the customer through any of these methods, even if the customer has not opened the email, accessed the order history or used the code after it was made available.

For direct top-up services, the product is considered fulfilled when the system or the supplier confirms that the top-up was successfully made to the details entered by the customer.

Acwady keeps electronic records relating to the order, including the time of payment, the order status, and the time the product was issued and made available or the top-up was carried out and delivered.

2. No return or exchange of codes after delivery

Once the code or activation code has been delivered to the customer, the product cannot be cancelled, returned or exchanged merely because the customer has changed their mind or has not used it.

This also applies, for example, to the following cases:

Buying a product other than the one the customer intended.
Selecting a country or region that does not suit the account.
Selecting the wrong platform.
Selecting a value other than the one the customer intended.
Buying the same product more than once by mistake.
Buying more than one code instead of one.

The customer is responsible for checking the product name, value, country or region and platform before completing payment.

This does not apply to cases where an actual defect in the product or an error in fulfilling the order is proven; such cases are handled in accordance with the technical verification procedures set out in this policy.

3. Pending orders

An order showing the status "Pending" does not necessarily mean that the product has not been issued or allocated by the supplier.

When the customer contacts Acwady about a pending order, Acwady checks the order status with the system and the supplier.

If it turns out that the code has not been issued or finally allocated to the order, and the customer requests cancellation, the transaction is cancelled and the amount is refunded to the same payment method used.

If, however, it turns out that the supplier has already issued the code and finally allocated it to the order in a way that cannot be cancelled or returned with the supplier, Acwady will complete delivery of the product to the customer, unless it is established that the customer has a right of cancellation or refund under the applicable laws and regulations.

For pending direct top-up orders, if the top-up has not been carried out and cancellation is still possible, the cancellation request is handled according to the status of the transaction. If the transaction has already entered the fulfilment stage with the supplier and cannot be stopped, the result of the fulfilment is awaited and verified before the appropriate action is decided.

4. Cancelled orders where a payment was made

An order may show the status "Cancelled" in some cases, such as when payment is not completed within the set time, or when the order status at Acwady differs from the payment status at the payment service provider.

If the customer confirms that they paid while the order shows as cancelled, Acwady first verifies the payment with the payment service provider.

If it is established that the payment did not succeed or was not collected, no amount is due for refund.

If it is established that the payment succeeded and the product was not issued or delivered, the customer is given the choice between:

Fulfilling the order and delivering the product.
A refund of the amount paid.

The option chosen by the customer is then carried out.

5. How refunds are made

When the customer is entitled to a refund, the amount is returned to the same payment method used in the original transaction, in accordance with the payment service provider's process.

If a refund to the original payment method is not possible for technical or regulatory reasons, the refund is processed by another method agreed with the customer, in accordance with the applicable procedures and controls.

After Acwady sends the refund request to the payment service provider, the amount may appear to the customer immediately in some cases; usually, the process may take up to 14 business days, and the time may vary depending on the procedures of the payment service provider and the card-issuing bank.

Once Acwady has sent the refund request, the time it takes for the amount to appear in the customer's account depends on the procedures of the payment service provider and the bank, and this period does not mean that Acwady is holding the amount.

Payment gateway fees are not deducted from the refund amount due to the customer.

Code Issues and Technical Verification

6. Reporting a problem with a code

If the customer encounters any problem when using the code, they must contact Acwady support as soon as the problem is discovered and without undue delay.

The support team may ask the customer for some of the information needed for verification, including:

The order number.
A clear image of the error message.
The date and time of the attempt to use the code.
The platform on which the customer attempted to use the code.
The country or region registered on the customer's account.
Any additional information or documents that are necessary for the investigation or requested by the supplier or the issuer.

Reporting a problem with a code does not automatically mean that the code is defective or that the customer is entitled to a return or exchange; rather, the technical verification procedures begin at that point.

If the customer delays providing Acwady with the requested information needed for the investigation, follow-up on the case may be paused until it is received, and any delay resulting from the information not being provided is not counted within the estimated investigation period.

7. Technical investigation with the code provider

Some products and codes available at Acwady are issued or supplied by external digital product companies and providers, and in some cases there may be more than one supplier between Acwady and the original issuer of the code.

Accordingly, technical information about the code, such as its activation or usage status or the date and time of use, may be available only to the supplier or the issuer of the product.

If the problem requires verifying the status of the code, Acwady submits a technical investigation request to the code provider through the approved communication channels and follows up on the case with it.

The customer is not asked to follow up on the investigation with Acwady's supplier; instead, Acwady follows up on the investigation with the provider when needed.

8. Technical investigation period

A technical investigation into code issues usually takes up to 14 business days.

Some cases may take longer than 14 business days depending on:

The nature of the problem.
The company supplying the product.
The original issuer of the code.
The need to escalate the case to more than one party.
The presence of more than one supplier in the product's supply chain.
The need for additional documents or technical information.

Acwady follows up on the case until a technical result is obtained on the basis of which the appropriate action can be determined.

The period of 14 business days is an estimated investigation period and not a guaranteed maximum for closing all cases.

9. During the investigation period

While a technical investigation is open and the status of the code is unclear, no replacement code is issued and no final refund of the value of the product under investigation is made until its status has been verified, unless the defect is conclusively proven without the need to complete the investigation, or the law or a decision of a competent authority requires otherwise.

This is because the investigation may establish that:

The code has already been used.
The value of the code has been added to the customer's account.
The code is valid and unused.
The problem relates to the customer's account or the platform.
The code actually contains a defect.
The product was fulfilled incompletely or incorrectly.

Once the result of the investigation is known, the case is handled according to that result.

Investigation Results

10. If a defect in the code is proven

If, after the investigation, the supplying company or the issuer confirms an actual defect in the code, Acwady contacts the customer and informs them of the result of the investigation.

Before any replacement is issued, the customer is given the choice between:

Receiving a replacement code for the same product and the value due, where available.
A refund of the amount due.

If the customer chooses a refund, the amount due is returned to the original payment method.

If the customer chooses a replacement code and it is delivered to them, their choice is considered fulfilled, and once the new code has been delivered the choice cannot be changed to a refund merely because of a change of mind.

If the replacement code itself has a technical problem, the customer may contact Acwady, and a new investigation is opened regarding the replacement code under the same procedures.

11. If the code is proven to have been used

If the supplying company or the issuer confirms that the code has been used, Acwady reviews the available usage data, including the date and time the code was used where available, and compares it with the date and time the product was issued and delivered to the customer.

If the technical data shows that the code was used after it was issued and delivered to the customer, the product is not eligible for return or exchange on the basis of a claim that it does not work.

When balance is added to an account, some platforms may deduct subscriptions, purchases or outstanding obligations that already exist on the customer's account. In this case, the customer must contact the support of the original platform, such as Apple, PlayStation or others, to check the details of the balance movements on their account.

12. Objecting to the investigation result

If the customer objects to the result of the investigation and provides new information or technical evidence, Acwady may reopen the investigation or escalate it with the supplier again.

If the supplying company re-checks and confirms the previous result, and the customer has not provided new technical information that affects the result, Acwady may close the ticket on its side.

If the customer later obtains a document, report or official case number from the company that owns the platform indicating a problem related to the code, they may provide it to Acwady so that the case can be re-examined and the new information raised with the supplier.

13. If the code is proven valid and unused

If the supplying party confirms that the code is correct, active and unused, the customer is informed of the result of the investigation.

In this case, the problem may be related to the customer's account, country or region, account settings, or restrictions imposed by the original platform.

In these cases, the customer is asked to contact the support of the company that owns the platform to check their account.

If the original platform later provides the customer with official proof or a report stating that the problem relates to the code itself, the customer may provide the document to Acwady, and the investigation with the supplier is reopened.

14. Use of the code during the investigation

If the customer successfully uses the code during the investigation period, or the supplying company proves that the code was used after it was delivered to the customer, the status of the investigation is updated according to the result of that use.

In this case, the code is not eligible for return or exchange because of the problem for which the investigation was opened.

15. Sharing or disclosing the code

The customer is responsible for keeping the code confidential after it has been delivered to them, and must not send, share, publish or disclose the code to any other person or party.

If the customer shares the code with a friend, relative or any other person or party, and the code is used, neither Acwady nor the supplying company is responsible for any use resulting from the customer sharing the code.

A code is considered used once it has been successfully redeemed with the issuer, even if the person who used it is someone else who obtained it from the customer, unless a defect or unlawful disclosure of the code on the part of Acwady or the supplier is proven that requires investigation and remedy.

Direct Top-Up

16. Customer responsibility for top-up details

For products that are topped up directly using details specified by the customer, such as a Player ID, User ID, Zone ID, phone number, username or any other identifier, the customer is responsible for making sure that the details they enter are correct before completing payment.

If the top-up is successfully made to the details entered by the customer, the transaction cannot then be cancelled, and the balance or product cannot be transferred to another account on the grounds that the customer entered incorrect details.

Neither Acwady nor the supplying company is responsible for an error resulting from details that the customer entered themselves after being given the opportunity to review and correct them before payment.

The customer acknowledges that they are responsible for the accuracy of the direct top-up details they enter and confirm before payment. Once the top-up has been successfully made to the details confirmed by the customer, the balance cannot be transferred to another account and the amount cannot be refunded if the error resulted from the details entered by the customer.

17. Problems with a direct top-up

If the customer reports that the top-up did not arrive or arrived with an incorrect value, Acwady verifies the transaction, and an investigation ticket may be opened with the supplying company.

If it is established that the top-up was made fully and successfully to the details entered by the customer, the transaction is considered fulfilled.

If, however, a fault on the part of Acwady or the supplier is proven to have caused the transaction not to be carried out, or to be carried out incompletely, the affected part is handled in accordance with this policy.

18. Partial fulfilment

If the customer buys a product of a certain value and the technical investigation proves that only part of the product was fulfilled due to an error by Acwady or the supplier, only the unfulfilled part is handled.

For example, if the customer paid for a value of 10 and it is proven that only a value of 5 was actually fulfilled, the customer is given the choice, regarding the remaining value, between:

Completing the remaining value.
A refund of the value of the unfulfilled part.

If, however, the supplier proves that the full value was topped up to the customer's account, some of the value may have been used by the original platform for a subscription, purchase or obligation existing on the customer's account. In this case, the customer must contact the original platform's support to check the account details.

Orders with Multiple Items

19. Orders containing more than one product

If an order contains several products or codes and a problem arises with only one product, only the affected product is handled.

A problem with one code does not lead to the cancellation or refund of the value of the other codes or products that were delivered correctly.

If a defect in one of the codes is proven, any compensation or refund is made for the value due for that code or the affected part only.

Errors by Acwady

20. Errors in fulfilling the order

If, after verification, an error by Acwady in fulfilling the order is proven, such as delivering a product of a lower value than the value paid, Acwady addresses the error.

The customer is given the choice between:

Completing the missing part of the product.
A refund of the value of the unfulfilled part.

If the error relates to the entire order and the correct product was not delivered, the full value due is handled according to the case.

Technical and Pricing Errors

21. Technical errors or obvious pricing errors

If, before the product is delivered, a technical error or an obvious error in the price or in the amount requested for payment appears, Acwady may suspend fulfilment of the order and verify the case.

If a technical error or an obvious pricing error is established and the product has not been delivered, the order is cancelled and the full amount paid is refunded to the original payment method.

If the customer then wishes to buy the product at the correct price, they may place a new order at the correctly displayed price.

No additional amount is charged to the customer on the original order because of the pricing error.

Points and Rewards

22. Acwady Points

Acwady Points are part of a rewards programme and are not cash; they cannot be transferred or withdrawn to a bank account.

If an order that was paid partly with points and partly with an electronic payment method is returned:

The cash portion due is returned to the same original payment method.
The points used and due are returned to the customer's account.

As for points that the customer earned as a result of a purchase whose order was then cancelled or returned, the points linked to that order are cancelled.

Security Verification

23. Suspicious orders

Acwady may temporarily suspend fulfilment of an order if security indicators or unusual activity appear that require verification of the transaction or the account.

Acwady may ask the customer for additional information or verification steps proportionate to the nature of the risk in order to verify the transaction.

If verification is completed and the transaction is found to be legitimate, the order is fulfilled.

If, however, verification cannot be completed, or risk indicators that prevent the transaction from being carried out persist, Acwady may cancel the order and not deliver the product, and the amount paid is returned to the original payment method.

The refund may appear immediately in some cases; usually, it may take up to 14 business days to appear, and the time may vary depending on the payment service provider and the bank.

Bank Disputes

24. Disputing a transaction or chargeback

If the customer opens a dispute or claim with the bank, the card company or the payment service provider regarding a transaction that is subject to an open investigation or refund request with Acwady, Acwady may suspend any duplicate financial refund on the same transaction until the status of the dispute has been verified.

The purpose of this is to prevent the value of the transaction from being returned to the customer more than once for the same transaction.

Acwady may provide transaction records and documents to the bank, the payment service provider or the competent authorities when needed, including payment and delivery data, technical investigation results and correspondence related to the order, in accordance with the applicable regulations.

Electronic Records

25. Order, delivery and investigation records

Acwady keeps electronic records relating to orders for the purposes of operations, verification and the handling of complaints and disputes. These may include:

The order number.
The date and time of the order and payment.
The payment status.
The time the product was issued.
The time the code was delivered or made available.
The status and time of fulfilment of the direct top-up.
Product dispatch data.
The order status.
Order identifiers with the supplier.
Records of dealings with the supplier.
Technical investigation results received from the supplier, including the code status and the date and time of its use where this data is available.

These records may be relied on when verifying any problem, complaint or dispute relating to the order, in accordance with the applicable laws and regulations.

Customer Support

26. Contacting support

Acwady's support channels are available to customers around the clock.

Response times may vary depending on request volume, the nature of the problem, and the need to verify the payment or to contact a supplying company or third party.

In technical cases that require an investigation with the supplier, Acwady follows up on the ticket until a result is obtained on the basis of which the case can be handled.

General Provisions

27. Acceptance of the policy

The customer must read the product details, its terms of use and this policy before completing the purchase.

Completing the purchase after this policy has been made available to the customer constitutes acceptance of the terms relating to the order and the product, subject to the rights established by the applicable laws and regulations.

Acwady reserves the right to update this policy when needed. Amendments take effect from the date they are published on the website or app, to the extent that they do not conflict with the applicable laws and regulations.

28. Governing law

This policy is governed by the laws and regulations in force in the State of Kuwait.

No clause in this policy shall be interpreted as exempting Acwady from a legal obligation from which exemption cannot be agreed, or as diminishing a mandatory consumer right.

If any clause of this policy conflicts with a mandatory legal provision, the legal provision applies to the extent of that conflict, and the remaining provisions of the policy continue to apply to the extent permitted by law.

This English version is a translation of the Arabic Return, Exchange and Technical Verification Policy. In case of any difference in meaning between the two versions, the Arabic version prevails.

Refund Policy