Return policy
A refund for an order may be processed only if the order status on the service is not “Completed.”
The statuses “Paid,” “Under Review,” “Auto-Payout Error” allow a refund to the customer subject to the following conditions:
The customer agrees to the service terms and policies when creating an order.
- The refund request must be sent from the email address used to create the order on our service.
- The customer confirms that they have reviewed the Refund Policy and agree to its terms.
- For any refund, only the network fee (payment network / blockchain network fee) required to complete the transfer will be deducted.
- If the refund is caused by a technical issue and the exchange cannot be completed due to our website, the refund terms may be revised in the customer’s favor.
- If the refund is made due to the customer’s violation of AML rules, it will be processed in accordance with our website’s AML policy.
The customer agrees to the service terms and policies when creating an order.