Refund Policy
Last updated: 6 January 2026
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Secure Swap provides a secure middleman verification service. This Refund Policy explains when refunds may or may not be issued.
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By using Secure Swap, you agree to the terms below.
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General Refund Policy
Secure Swap fees cover time, inspection, verification, administration, and handling.
For this reason, refunds are limited and depend on the stage of the trade.
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Refunds Before Shipping to Secure Swap
A refund may be issued if:
Only one party has paid, and
The second party does not complete payment, and
No shipping instructions or Trade ID have been issued, and
No item has been shipped to Secure Swap
In this case, the paying party may request a refund.
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Refunds After Trade ID Issued
Once a Trade ID and shipping instructions have been issued, refunds are not guaranteed, as administrative work has already begun.
Partial refunds may be considered at Secure Swap’s discretion, minus any administrative or processing costs.
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Refunds After Items Are Shipped to Secure Swap
No refunds will be issued once:
An item has been shipped to Secure Swap, or
An item has been received by Secure Swap
This includes cases where a customer changes their mind.
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Misrepresented or Incorrect Items
If an item received does not match the description provided:
Secure Swap will notify both parties
The trade may be paused or cancelled
Refunds are not guaranteed in these cases.
Additional shipping fees may apply if items need to be returned.
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Failed or Cancelled Trades
If a trade is cancelled due to:
One party failing to comply
Misrepresentation
Prohibited items
Breach of terms
Refunds are issued at Secure Swap’s discretion and may be partial or denied depending on work already completed.
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Processing Fees
Payment processing fees charged by third-party providers (e.g. Stripe, PayPal, Wix Payments) are non-refundable.
How to Request a Refund​
Refund requests must be submitted via email and include:
Full name
Email used for purchase
Trade ID If
Reason for request
Email: contact@secureswap.com.au
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Changes to This Policy
Secure Swap may update this Refund Policy at any time.
Changes will be posted on this page with the updated date.
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Contact Information
For refund questions, contact:
Secure Swap
Email: contact@secureswap.com.au
ABN: 39 730 056 721