1How to submit a request
1.1
If funds were sent with incorrect parameters or you accidentally transferred assets to the address specified in your order, please contact support via the online chat on the website.
1.2
After receiving your request, we verify the order details and the transfer circumstances. If the conditions are met, the refund procedure will be initiated.
Verification requirement
The refund request must be sent from the same email address used when the order was created. This helps protect against unauthorized requests.
2When a refund is possible
2.1
A refund may be issued if the transaction could not be completed due to technical issues on the Service side or within the underlying infrastructure.
2.2
A refund may also be possible when errors/inaccuracies in the order details prevent the exchange from being performed correctly (after review).
- technical failure or the required route is unavailable;
- incorrect payment details/address in the order;
- order cancellation before processing is completed.
3Where and how funds are returned
3.1
Funds are returned to the original sender’s wallet/payment details, or to an alternative address requested by the User — subject to request verification and security checks.
3.2
Refund timing depends on the network/payment system and their processing rules.
4Fees and deductions
4.1
If the User cancels an order, the refund is processed at the current rate at the time of handling and may include a service fee and actual processing costs (including network fees).
4.2
The service fee depends on the exchange route and typically ranges from 0.5% to 3%.
4.3
If the failure to complete the transaction is caused by our error, the refund is processed without additional service deductions.