Refund Policy

Last updated: 1 June 2026

This Refund Policy explains when and how you can request a refund or replacement for products purchased from metricade.com or the Metricade mobile applications (together, the “Services”). It forms part of our Terms and Conditions.

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. Scope

This policy currently applies to Digital Products only — game keys, gift card PINs, in-game currency vouchers, and similar one-time-use codes. A separate Cancellation Policy covers Orders cancelled before a code is delivered; this Refund Policy covers situations after a code has been delivered. A separate returns and refunds policy for Physical Products (gaming consoles, peripherals, accessories) will be published when those products go on sale.

3. Payment Processing Notice

Online payment processing is provided by Swich (operated by Numbers Private Limited, a Payment Service Provider licensed by the State Bank of Pakistan). The Swich integration is being onboarded and is not yet live; until then, the checkout uses interim arrangements such as direct bank transfer or mobile wallet, which we confirm in writing at the time of your Order. Refunds can only be issued in the same form in which payment was received. If your Order was paid through an interim arrangement, refunds will be issued back to the same account from which payment was made. Once Swich payments are live, refunds will be processed back to your original card, wallet, or RAAST-linked account through Swich.

4. General Rule for Digital Products

Because Digital Products are delivered electronically and consist of one-time-use codes, all sales of Digital Products are final and non-refundable once the code has been delivered or revealed, except in the specific circumstances set out in Section 5 below.

A Digital Product is considered “delivered” when the code is displayed on screen after Order confirmation, or sent to the email address you provided at checkout — whichever happens first.

5. When You Can Request a Refund or Replacement

You may request a refund or, at your option, a replacement, where any of the following applies:

5.1 Incorrect product delivered

If, due to an error on our part, you receive a Digital Product different from what you ordered, you may request the correct product or a full refund.

5.2 Code does not work on a region-matching account

If a code you received does not work when you attempt to redeem it on an account whose region matches the labelled region of the product, you may request a replacement code or a full refund. This applies regardless of how the platform displays the error — whether the platform reports the code as “invalid”, “not recognised”, “already used”, “expired”, “an error occurred”, or in any other form of rejection — provided the redemption attempt was made on a region-matching account.

To process the claim, we will ask you to provide both of the following:

1. A screenshot, photo, or screen recording of the platform error message, with the platform name and the relevant account visible; and
2. Confirmation that the redemption was attempted on an account whose region matches the labelled region of the product — for example, a screenshot of the account settings page showing the account country.

If the same code is subsequently confirmed to function on another region-matching account, we reserve the right to reverse the refund or replacement.

For clarity: an “invalid code” or similar error does qualify under this clause if the redemption was attempted on a region-matching account. The same error on a region-mismatched account is governed by Section 6.4 below.

5.3 Duplicate charge

If you were charged more than once for the same Order due to a payment-processing error, we will refund the duplicate charge in full.

5.4 Order cancelled by us

If we cancel your Order before delivery (for example, because the product is out of stock or because we suspect fraud), we will issue a full refund.

5.5 Non-delivery

If you do not receive your Digital Product within a reasonable time after Order confirmation and we cannot locate evidence of delivery in our logs, you may request a refund or a replacement delivery.

6. When Refunds Are Not Available

We cannot offer a refund or replacement in any of the following situations:

6.1 The code worked

The code was delivered correctly and was successfully activated, redeemed, or applied to an account.

6.2 You changed your mind

You changed your mind after the code was revealed or delivered to you. Because Digital Products are one-time-use codes, “buyer’s remorse” is not a basis for refund once delivery has occurred. If you change your mind before delivery, see our Cancellation Policy.

6.3 Loss, leak, or sharing after delivery

The code was lost, leaked, shared, or used by another person after delivery due to circumstances within your control. You are responsible for the security of the code once it is delivered to the email address you provided.

6.4 Regional mismatch on the redemption attempt

You purchased a product whose region label was clearly displayed on the product page, and the code cannot be redeemed because the account, platform, or device on which you attempted redemption is registered in a region different from the product’s labelled region.

Platforms typically respond to a regional mismatch with an error message such as “invalid code”, “code not recognised”, “unable to redeem in your region”, “this code is not available in your country”, or similar. Where the cause of the error is a regional mismatch on your side, the code is not defective — the same code will activate normally on an account in the labelled region — and the situation is not eligible for refund or replacement.

For instance, if you purchase a code labelled “PlayStation Store — United States” and attempt to redeem it on a PlayStation account registered in the United Kingdom, the platform will typically reject the code with an “invalid code” or similar error. This is a regional mismatch on your side, not a defective code, and is not eligible for refund or replacement under this policy.

How this interacts with Section 5.2: the test is where the redemption was attempted, not what the platform error says. If you can show the redemption was attempted on a region-matching account and still failed, the claim falls under Section 5.2 (refundable). If the redemption was attempted on a region-mismatched account, the claim falls under this Section 6.4 (not refundable), even if the platform message uses the same wording.

It is your responsibility to verify that the product region matches your account before completing the purchase. The IP-derived region suggestion shown at checkout is a guide only, not a binding determination.

6.5 Third-party account action

You used the code on a third-party platform that subsequently revoked, suspended, restricted, or banned your account, where the action is not caused by a defect in the code itself (for example, where the platform takes action for terms-of-service violations on your account).

6.6 Late claim

Your refund request is made outside the claim window specified in Section 7.

6.7 Sanctioned use

The Order or the use of the code would breach any applicable sanctions regime or Pakistani law.

7. Claim Window

All refund and replacement requests must be submitted within 14 days of the original delivery date for Digital Products. Requests received after this window are not eligible, except where a longer period is required by applicable law (such as the Punjab Consumer Protection Act, 2005, or other consumer protection statutes that apply to you).

For non-delivery claims, the 14-day window begins on the date of Order confirmation.

8. How to Request a Refund

1. Contact us via email at [email protected] from the email address used for the Order, or via WhatsApp / phone at +92 311 4162776.
2. Include your Order number, the product name, the date of purchase, and a clear description of the issue.
3. Where applicable, attach supporting evidence (such as a screenshot of an error message from the platform, or a screenshot showing the code is reported as already used).
4. We will acknowledge your request within 2 business days and complete our review within 10 business days of receiving all required information.

We may ask you to verify your identity (for example, by replying from the original Order email address) before processing a refund.

9. Refund Method and Processing Time

Approved refunds are issued back to the original method of payment.

• Once Swich payments are live, refunds to cards and wallets are typically processed by Swich within 5 to 10 business days after approval, subject to your bank’s or wallet provider’s processing time.
• For refunds to bank accounts or mobile wallets used as an interim payment method, processing is typically 3 to 7 business days after approval.

If you have not received your approved refund within these windows, contact [email protected] with your Order number and refund reference.

10. Replacement Codes

Where you choose a replacement instead of a refund, we will deliver the replacement code to the same email address as the original Order within 2 business days of approval, subject to stock and supplier availability. If we cannot source a replacement within a reasonable time, we will issue a full refund instead.

11. Chargebacks and Payment Disputes

If you have a concern about an Order, please contact us at [email protected] or on +92 311 4162776 before raising a chargeback or dispute with your bank, card issuer, or payment provider. Initiating a chargeback for a Digital Product that has been delivered and whose code has been revealed to you may be treated as a breach of our Terms and Conditions and may result in suspension of your Account.

We work cooperatively with banks, card networks, and payment providers (including Swich) to investigate disputes. Disputes are resolved in accordance with the rules of the relevant payment network or scheme.

12. Your Statutory Rights

Nothing in this Refund 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.

13. Physical Products (Future)

When Physical Products become available on the Services, a separate physical-goods returns policy will be published, covering matters such as returns windows, return shipping, condition requirements, and warranty claims. Until then, this Refund Policy applies to Digital Products only.

14. Changes to This Policy

We may update this Refund 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.

15. Contact

For refund and replacement requests:

Customer support email: [email protected]
Customer support phone / WhatsApp: +92 311 4162776
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