01About this policy
Payment errors and market changes happen. This policy explains how Goexch puts them right: deposit errors, voided markets and withdrawal cancellations.
A person on our finance team reviews every refund or cancellation request on WhatsApp. Bots never handle your money.
02Deposit errors
- Deposit not showing
- If money has left your account but your Goexch balance hasn't changed, report it to support. We start a manual check within 2 hours, then credit your balance or refund the payment.
- Duplicate deposit
- If you paid the same deposit twice, we refund the extra payment once we have verified it.
- Failed payment
- If a payment failed but your bank still took the money, we refund it after verification. Some banks reverse a failed payment themselves.
03Voided markets
If a match is abandoned without a result, for example because of rain, every pending bet on it is voided and the full stake goes back to your balance. The same applies when a technical error voids a market.
The betting rules explain when each type of market is voided.
04Cancelling a withdrawal
You can cancel a pending withdrawal at any time before it is processed. Message your account manager on WhatsApp and the amount goes back to your balance. Once a withdrawal has been processed, it can't be cancelled.
05What isn't refundable
Refunds cover payment errors and voided markets only. A bet that settled as a loss isn't refundable.
06Where refunds are paid
Refunds and withdrawals are paid only into a bank account in your name that has passed KYC. This stops anyone else from collecting your money.
07Fees
We don't charge any fee to process a valid refund or correct a transaction. You get back the full amount.
08How long refunds take
- Balance corrections
- Most are done within 2 to 4 hours of your report.
- Bank reversals
- These can take 2 to 3 working days, depending on your bank or payment provider.
- Voided bets
- The stake returns to your balance as soon as the market is voided.
09How to request a refund
Message WhatsApp support from your registered number and include:
- Your Goexch ID
- So we can find your account.
- Transaction ID
- The UTR or reference number of the payment.
- A screenshot
- Of the payment or the error you saw.
Support is open 24/7, so you can report a problem at any hour.
10Records and disputes
We log every adjustment to your balance, and you can ask support for the record at any time. If you disagree with a refund decision, write to support within 30 days and we will review it again.