KYC Policy | GifteGO

Why We Verify

GifteGO sells digital value that is delivered instantly and cannot be recalled once a code is revealed. Identity verification, commonly called Know Your Customer or KYC, is how we confirm that the person paying is the person who owns the payment method, and how we meet the obligations placed on us by financial regulators and our payment partners.

Verification protects you as much as it protects us — most verification requests are triggered by activity that would also be consistent with someone else using your card.

When Verification Is Required

Most purchases never trigger a verification request. We may ask you to verify your identity when:

An order or cumulative spend passes a threshold set for your region
A payment method is used that does not match the account details
Account activity changes sharply in value, frequency, or location
A chargeback or payment dispute has been raised against the account
Wallet top-ups reach the limits described in the Wallet Top-Up Policy
A regulator, bank, or payment provider requires it

Accepted Documents

Depending on your country and the reason for the check, we may ask for:

A government-issued photo ID — passport, national ID card, or driving licence
A selfie or short liveness check, to confirm the ID belongs to you
Proof of address issued within the last three months — a utility bill or bank statement
Proof of ownership of the payment method used
Proof of source of funds, for high-value or unusual activity

Documents must be unedited, in full colour, and show all four corners. Expired documents cannot be accepted.

How Verification Works

You will be notified in the platform and by email when verification is needed, with a secure upload link. Checks are normally completed within one to three business days, though additional review can take longer. Affected orders are held rather than cancelled while a check is open, so your purchase is not lost.

Never send identity documents by email, chat, or messaging app, even to someone claiming to be GifteGO staff. We only ever collect documents through the secure upload in your account.

Storage and Retention

Verification documents are encrypted in transit and at rest, and are accessible only to trained staff and the verification providers who process them on our behalf. We keep them for as long as regulation requires us to, and delete them once that period ends.

Documents are never used for marketing
Documents are never sold or shared with brand partners
Access is logged and reviewed

Failed or Rejected Verification

If a check cannot be completed we will tell you why wherever we are permitted to, and you may resubmit with corrected documents. Where verification is declined, or where we are not permitted to explain the reason, we may restrict or close the account and refund eligible undelivered orders to the original payment method.

You may ask for a decision to be reviewed by contacting support. Delivered gift card codes cannot be refunded even where an account is later closed.