Refund Policy

Before you pay

A cryptocurrency transaction cannot be reversed. Send only the asset shown, on the network shown, to the address shown, for the exact amount shown and within the time shown in the cashier. Check all four before you send.

How a top-up is credited

A top-up is credited once the payment processor confirms the payment, and we may review some payments before we credit them.

A payment that arrives late or short, or that is sent to the wrong address, asset or network, may not be credited on its own. Write to us with the details and we will look at what can be done.

What can be refunded

An unused balance may be refunded where the law requires it, or where we made a verified mistake in crediting or billing.

These are generally not refundable: balance that has been used, model usage, network fees, exchange-rate differences, transfers sent to the wrong asset, network or address, and credit that we gave you, such as a gift, a promotion or a redeemed code.

How to ask

Write to us within 14 days of the transfer or of the event you are asking about. Give the email of your account, the payment reference, the transaction hash, the asset, the network, the amount and the reason.

Never send a wallet seed phrase or a private key.

How and when

An approved refund is paid back by a method we choose after we have checked the request, less any network fee we cannot recover. How long it takes depends on our review and on the blockchain.

Abuse and disputes

Forged proof, repeated claims, chargeback abuse, or trying to redeem and refund the same value can lead to the suspension of your account, and we may keep the relevant records.