Cancellation Policy

Last updated: 1 June 2026

This Cancellation Policy explains when and how you may cancel an Order placed through metricade.com or the Metricade mobile applications (together, the “Services”). It forms part of, and should be read together with, our Terms and Conditions and Refund Policy.

1. Who This Policy Applies To

The Services are operated by Market Catalyst Enterprises, a sole proprietorship registered in Pakistan and based at E-1/2-BD2, Street #6, Mohalla Zaman Colony, Sheraz Villas Road, Lahore Cantt, 54810, Lahore, Punjab, Pakistan (“Metricade”, “we”, “us”, “our”). This policy applies to all customers who place an Order through the Services.

2. The Nature of Our Products

Metricade sells digital gift cards, vouchers, and game keys (“Codes”). All Codes are delivered electronically. Once a Code has been delivered to you — by email or on-screen display after Order confirmation — it cannot be recalled, deactivated, or made unusable from our side, even if you have not yet redeemed it. This is the same reason most digital-goods retailers (Steam, Apple App Store, Google Play, PlayStation Store) treat codes as final-sale once delivered.

This Cancellation Policy therefore covers only the window before a Code has been delivered to you. Anything that happens after delivery is covered by our Refund Policy.

3. When You Can Cancel an Order

You may cancel an Order at any time before the Code has been delivered to you. In practice, this means:

• For manual bank-transfer orders — you may cancel at any time before we mark your Order paid and dispatch the Code. Because there is a natural window between you initiating the transfer and us confirming receipt, this is the easiest case to cancel.
• For online payments through Swich (once the integration is live) — you may cancel at any time before your Order moves to “Processing” / “Delivered” status. Once a Code has been dispatched to your email or to your Metricade account, the Order is closed and can no longer be cancelled.

If we have already cancelled your Order from our side (for example, because the product is out of stock, because we suspect fraud, or because of a pricing error), no action is required from you — see Section 6 of the Refund Policy.

4. When You Cannot Cancel an Order

You cannot cancel an Order if any of the following has occurred:

• The Code has already been delivered to your email or to your Metricade account, even if you have not yet redeemed it.
• The Code has been redeemed, regardless of whether the redemption succeeded or failed.
• The Code does not work because of an error on your side — for example, wrong region selected at checkout, account country/currency mismatch, or attempting to redeem on an incompatible platform. These are covered (and excluded from refund) under Section 6.4 of our Refund Policy; they are not cancellation matters.
• You have changed your mind after delivery. Buyer’s-remorse cancellation is not available for digital one-time-use codes once they have been delivered.

5. How to Request a Cancellation

To request a cancellation, contact us immediately through one of the channels below. Include your Order number in the message so we can locate your Order quickly.

• WhatsApp / phone: +92 311 4162776
• Email: [email protected] (send from the email address used for the Order)

We process cancellation requests during our normal business hours and act on a valid request as soon as it is received. Where we are able to stop delivery in time, we will confirm the cancellation by email and start the refund (see Section 6). Where the Code has already been dispatched before we are able to act on the request, we will reply explaining the position and, where appropriate, direct you to the Refund Policy.

6. Refunds on a Successful Cancellation

If your cancellation request is received and approved before the Code has been delivered, the full Order amount is refunded. No cancellation fee is charged.

• Bank transfer orders — refunded to the same bank account from which payment was made, typically within 3 to 7 business days, subject to bank processing times.
• Online payments through Swich (once live) — refunded to the original card, wallet, or RAAST-linked account through Swich, typically within 5 to 10 business days, subject to your bank’s or wallet provider’s standard settlement times.

If you have not received your approved refund within the windows above, contact [email protected] or call +92 311 4162776 with your Order number and refund reference, and we will follow up with the payment provider on your behalf.

7. Difference Between Cancellation and Refund

To avoid confusion:

• Cancellation (this policy) — the Order is stopped before delivery. The Code is never dispatched, and the full amount is refunded.
• Refund (Refund Policy) — the Code has already been delivered, and you are seeking a remedy because something is wrong with it (for example, the Code does not work on a region-matching account, you received the wrong product, or you were charged twice).

If you are unsure which one applies to your situation, contact us and we will route your request correctly.

8. Your Statutory Rights

Nothing in this Cancellation Policy affects any non-excludable rights you have under the Punjab Consumer Protection Act, 2005, or any other applicable consumer protection law in your country of residence. Where a non-excludable consumer protection right gives you stronger remedies than this policy, those statutory rights prevail.

9. Changes to This Policy

We may update this Cancellation Policy from time to time. When we make material changes, we will update the “Last updated” date at the top of this page. The policy in effect at the date of your Order applies to that Order.

10. Contact

For cancellation requests or any questions about this policy:

Customer support phone / WhatsApp: +92 311 4162776
Customer support email: [email protected]
General enquiries: [email protected]
Operator: Market Catalyst Enterprises
Registered address: E-1/2-BD2, Street #6, Mohalla Zaman Colony, Sheraz Villas Road, Lahore Cantt, 54810, Lahore, Punjab, Pakistan