Refund & Disputes Policy

  • Home
  • Refund & Disputes Policy

1. Overview

This Refund & Disputes Policy (the “Policy”) applies to all customers of 4YOU2COLLECT LTD, a company incorporated in England and Wales under company number 15297950, trading as Valletiq (“Valletiq”, “we”, “us”, “our”). Valletiq operates www.valletiq.com as an authorised agent of Marvli Payment OÜ (Estonian registration number 16338540).

Valletiq processes all refund and dispute requests in compliance with applicable UK and international regulations, as well as our internal compliance procedures. This Policy explains under what circumstances refunds may be considered, how to submit a request, and how we handle escalations.

2. General Principles

Refunds are not issued automatically. A refund may only be approved where one or more of the following conditions are met:

  • A clear technical or operational error has occurred on the part of Valletiq or Marvli Payment OÜ;

  • Applicable law or a direction from a competent regulatory authority requires a refund to be made;

  • Valletiq, following its internal review process, determines on a discretionary basis that a refund is warranted in the specific circumstances of the case.

Where a transaction has been executed correctly in accordance with the instructions provided by the Customer, and no technical fault is identifiable, a refund request will ordinarily be declined.

3. Card Deposits — Non-Refundable Status

Deposits made via Visa or Mastercard that have been successfully processed and credited to the Customer’s wallet are final. Once such a deposit has been confirmed, it cannot be cancelled and no refund is available for that deposit in isolation.

If you wish to retrieve funds that were deposited by card, you must initiate a standard Withdrawal from within your account. Please note that applicable withdrawal fees will apply and are set out in the Valletiq fee schedule.

4. How to Submit a Refund or Dispute Request

4.1 Submission Window

All refund and dispute requests must be submitted within 30 (thirty) calendar days of the date of the relevant transaction. Requests received after this period will not ordinarily be considered, unless exceptional circumstances apply or a legal obligation requires us to do so.

4.2 How to Submit

Requests must be made in writing and directed to our Compliance Team by email at: [email protected]

Your request must include all of the following information to be accepted for review:

  • Your full legal name as registered on the account;

  • Your Valletiq account number or registered email address;

  • The transaction ID or reference number of the transaction in question;

  • The date and amount of the transaction;

  • A clear and detailed description of the issue and the basis on which you believe a refund or remedy is warranted.

Requests that do not contain the above information may be returned to the Customer for completion before review begins.

4.3 Acknowledgement

We will acknowledge receipt of your request promptly upon receipt. Our Compliance Team will then carry out a manual review of the case in accordance with our internal policies and applicable regulatory requirements.

5. Review Process and Timelines

All refund and dispute submissions are reviewed manually by our internal Compliance Team. We aim to complete our review and communicate a decision within 15 (fifteen) Business Days of receiving a complete request. A Business Day means any day other than a Saturday, Sunday, or public holiday in the United Kingdom or the Republic of Estonia.

Where the review is complex or requires additional information, we reserve the right to extend this period. In all cases, we will keep you informed of progress and will notify you if more time is required.

If we need further documentation or clarification from you, we will contact you directly. You are required to respond promptly; failure to do so may result in the closure of the case without resolution.

6. Refund Method

Where a refund is approved, it will be returned using the same payment method originally used for the transaction, unless a different method is required by law or technically unavoidable. Refunds are processed net of any applicable fees that were correctly levied at the time of the original transaction.

Valletiq does not accept liability for delays attributable to the Customer’s bank or card issuer once a refund has been initiated from our side.

7. Declined Requests

Refund requests will be declined where:

  • The transaction was completed accurately in accordance with the Customer’s own instructions;

  • The request falls outside the 30-day submission window and no exceptional grounds apply;

  • Insufficient evidence or documentation has been provided;

  • The request relates to market movements, exchange rate fluctuations, or other events outside our control;

  • The transaction is subject to an active AML, fraud, or compliance investigation.

Our decision following internal review is final, subject to your rights under applicable law or any direction from a competent supervisory authority.

8. AML-Related Disputes

Where a dispute or refund request relates to a transaction that has been flagged for anti-money laundering (AML) or counter-terrorism financing (CTF) review, additional processing time will apply. Such requests are typically handled within up to 15 (fifteen) Business Days, consistent with the standard review timeframe, though extended timelines may apply where regulatory obligations require it.

For further information about our AML obligations and procedures, please refer to our AML/KYC Policy available on the Valletiq website. You may also direct AML-related enquiries to: [email protected]

9. Gift Cards and Gaming Products

Valletiq offers customers access to e-gift cards and gaming credits through its platform, acting as a reseller of products supplied by a third-party provider. Because these products are digitally delivered and may be used immediately upon receipt, refund requests in respect of gift card and gaming purchases are handled separately.

If you experience an issue with a gift card or gaming product purchased through the Valletiq platform, please contact our Compliance Team at: [email protected]

We will liaise with the relevant supplier on your behalf. Please note that the supplier’s own terms and return conditions will also apply to these purchases.

10. Escalation

If a dispute cannot be resolved through our internal process, you have the right to escalate the matter to the relevant competent authority or dispute resolution body in accordance with applicable law and the dispute resolution provisions set out in Valletiq’s Terms and Conditions.

We encourage customers to contact us in the first instance, as most issues can be resolved more quickly through direct engagement with our Compliance Team.

11. Contact Information

All refund and dispute correspondence should be directed to:

4YOU2COLLECT LTD (trading as Valletiq)
Dept 6186 43 Owston Road, Carcroft, Doncaster, United Kingdom, DN6 8DA
Company number: 15297950
Website: www.valletiq.com
Email: [email protected]
Telephone: +44 7458 148092