Refund Policy

Due to the nature of cryptocurrency, completed on-chain transfers and delivered crypto generally cannot be reversed. This policy explains when refunds or credits may apply.

Before payment / deposit

Orders that have not received payment or an on-chain deposit may be cancelled by contacting support with your order ID. No fee is charged for unfulfilled cancelled orders.

Failed or incomplete orders

• If we cannot complete your order due to our error, we refund to the original payment method or return crypto to your refund address where possible.
• If a swap fails after deposit, funds are returned per the route's refund policy minus network fees where applicable.
• Stripe on-ramp failures before fulfillment are handled by Stripe's flow; contact us with your order ID if stuck.

Manual fiat payouts (sell routes)

After we receive and confirm your crypto deposit, fiat is sent manually. Refunds after payout are not available unless we sent to the wrong destination due to our mistake.

Chargebacks

Filing a chargeback after receiving crypto or services may result in account suspension, order voiding, and referral to our fraud process. See our Fraud Policy.

How to request help

Open Discord support with your order ID (FX-XXXXXX) or use /support in our server. We respond to legitimate issues within a reasonable timeframe.