Refund Policy

This policy explains how refunds work for Pi payments made to Supapi, and for SUPAPI or In-App Balance spent on 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, as well as SUPAPI or In-App Balance spent on in-app features — for example a listing promotion or a Requests boost. It does not cover payments made directly between a buyer and a merchant for goods or services (see section 5). Pi payments are also subject to Pi Network’s own terms.

2. General rule: fully delivered = non-refundable

Subject to sections 3 and 4, once a paid feature has been fully provided, the fee is treated as non-refundable. This includes when a paid feature or action has been fully delivered, or a paid promotion or boost window has fully run.

Wallet-ownership verification is a one-time check that confirms you control the wallet. Once the check starts, the fee is non-refundable, except where the law requires a refund or we failed to provide the verification.

This is because these features are consumed immediately or over a fixed period and cannot be returned.

Subject to section 4, for a promotion paid with SUPAPI or Pi that we fail to deliver, we will refund it — SUPAPI back to your In-App Balance, or Pi back to the account used to pay.

If a paid feature is only partly delivered, we may issue a partial refund or credit that reflects the undelivered portion. For promotions, section 3 explains the refund we will give. Nothing in this section limits any right you have under consumer law that cannot be excluded; if this policy conflicts with those rights, your rights under consumer law prevail.

3. When we will refund

Subject to section 4, we will refund (or otherwise put things right) where:

a paid feature was not delivered at all;
a paid promotion (boost or feature) was not delivered, or ran materially shorter than described — we will return the undelivered portion, or the full amount if nothing was delivered, as SUPAPI to your In-App Balance or Pi to the account used to pay;
a paid feature was clearly faulty or materially 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 amount in the same form you paid: Pi to the same Pi account, or SUPAPI to your In-App Balance, where we can.

4. Not refundable

Network/blockchain fees paid to the Pi or Stellar network.
SUPAPI or In-App Balance already spent on tips, or on the part of a feature that has already been delivered.
Rewards, airdrops, or activity credits (these are not purchases).
Losses caused by an incorrect wallet address or your own key management.
Wallet-ownership verification once the check has started, except where the law requires a refund or we failed to provide the verification.
Change of mind after a feature was fully delivered, or after a promotion or boost has fully run, except where consumer law requires a refund.
Promotions, boosts, or features removed because you breached these Terms or the law, except where the law requires a refund.
Promotions or boosts that stop because you removed, changed, or made the promoted item unavailable, except where the law requires a refund.
Repeated or abusive refund requests, where the law allows us to refuse them.

We may still give a refund at our discretion, even where this policy says a fee is not refundable.

If a payment is reversed or charged back, we may reverse the corresponding credits or benefits. This is covered by the Fees section of our Terms of Service.

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 or email as soon as possible, and normally within 30 days of the charge. Include your Pi username, the date and amount, what went wrong, and the promotion or listing link if relevant. We may ask for proof of payment or identity. We aim to respond as soon as practicable and to resolve valid claims promptly. If we approve a refund, we will tell you the expected timing. Pi refunds depend on the Pi/Stellar network and may take time to arrive. Nothing in this section shortens any right you have under consumer law to make a claim.

7. Your rights under consumer law

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 rights under consumer law 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.