Last updated: September 2026
SwapBay holds a buyer's payment until the purchase is confirmed, so most refund questions are resolved through the verification window rather than a separate refund request.
After payment, buyers get a limited window to check that the account matches its listing. If it doesn't, open a dispute before the window closes instead of confirming the purchase.
When a dispute is opened, SwapBay reviews the evidence from both the buyer and seller. If the account doesn't match what was listed, the buyer's payment is refunded to their SwapBay wallet. If the account matches the listing, the funds are released to the seller instead.
Once a buyer confirms a purchase, or the verification window closes without a dispute, the transaction is final and the funds are released to the seller. Refund requests after this point are only considered in cases of proven fraud.
SwapBay's ₦500 platform fee is charged on completed sales and is not refundable, even if a later issue is found with the account.
Approved refunds are credited to the buyer's SwapBay wallet balance, which can be used for future purchases.
Questions about a specific transaction or this policy can be sent to support@swapbay.com.