Refund Policy
This policy explains how refunds work for Pi payments made to Supapi for in-app features. It forms part of our Terms of Service. Nothing here removes consumer rights you have under the law where you live.
1. What this policy covers
It covers Pi payments made to Supapi for in-app features — for example a SUPAPI top-up, a listing promotion, a SupaWanted boost, or an optional in-game item. It does not cover payments made directly between a buyer and a merchant for goods or services (see section 5).
2. General rule: delivered = non-refundable
Once a paid feature has been provided, the fee is treated as non-refundable. This includes when a top-up has been credited to your In-App Balance, an optional in-game item or action has been delivered, or a paid promotion or boost window has begun.
This is because these features are consumed immediately or over a fixed period and cannot be returned.
3. When we will refund
We will refund (or otherwise make you whole) where:
- a paid feature was not delivered at all;
- a paid feature was materially defective or different from what was described;
- you were charged in error, or charged twice for the same thing;
- a refund is required by the consumer law that applies to you.
Where the feature cannot be re-delivered, we refund the Pi amount to the same Pi account used to pay, where technically possible.
4. Not refundable
- Network/blockchain fees paid to the Pi or Stellar network.
- SUPAPI or In-App Balance already spent on features, tips, or games.
- Rewards, airdrops, or activity credits (these are not purchases).
- Losses caused by an incorrect wallet address or your own key management.
5. Buyer–merchant deals
Supapi does not process, hold, or settle payments between buyers and merchants, and is not a party to those deals. If you paid a merchant directly and want a refund, contact that merchant. We may offer tools to help, but we cannot reverse a payment we never handled.
6. How to request a refund
Contact us via the Contact page within 30 days of the charge. Include your Pi username, the date and amount, and what went wrong. We aim to respond within 7 business days and to resolve valid claims promptly.
7. Your statutory rights
If you are a consumer, you may have rights that cannot be excluded or limited by this policy — for example under Malaysia's Consumer Protection Act 1999. Where this policy conflicts with those rights, your statutory rights prevail.
8. Changes to this policy
We may update this policy from time to time. Material changes will be reflected here with a new “last updated” date. Changes apply going forward.