Refund Policy

Last Updated: June 08, 2026

1. General Provisions

1.1. This Policy establishes the procedure and conditions for refunding digital assets to Users in cases where executing the exchange is impossible due to technical, operational reasons, or security policy violations.

1.2. Creating an order on the Service's website constitutes the User's automatic and unconditional agreement with the provisions of this Policy.

1.3. The Service reserves the right to make changes to this Policy without prior notice. The updated version takes effect immediately upon publication on the website.

2. Conditions and Procedure for Refunds

2.1. Any refund of assets is carried out exclusively to the original details (address) from which the funds were received. Refunds to third-party addresses are strictly prohibited for security purposes.

2.2. To initiate the refund procedure, the User must provide the support team with the following data:

  • Transaction hash (TXID) of the sent transfer;

  • A screenshot confirming the transfer from the personal wallet or exchange;

  • Identity verification documents (KYC) upon request by the Service's compliance department.

3. Fees and Deductions

3.1. Network Fee: The blockchain network fee for processing the outgoing transaction is primarily deducted from any refund amount.

3.2. Operational Fee (AML Compliance): Based on the results of the transaction check via licensed AML providers (GetBlock, Crystal, etc.), the Service withholds a fee of up to 5% (but not exceeding 100 USD) to cover operational costs and deep incident investigation if the following risk tags are detected:

  • High Risk — share of more than 1%;

  • Very High Risk (critical risk) — any share over 0%.

3.3. Technical Works (User Errors): In the event of cross-chain errors (e.g., sending tokens via the wrong network or to an unsupported smart contract), if technical recovery of access to the funds is possible, the Service charges additional compensation for the labor costs of technical specialists. The compensation amount is determined individually based on the complexity of the work but generally does not exceed 100 USD equivalent.

4. Volatility and Liquidity

4.1. Exchange Rate Risks: Refunds are strictly executed at the market rate at the time of actual payout. The Service does not compensate the User for possible losses resulting from changes in asset value during technical or AML reviews.

4.2. Asset Substitution: In the absence of technical liquidity for the original asset at the time of the refund, the Service has the right to issue the refund in the equivalent of stable digital coins (USDT/USDC) at the current market rate.

5. Processing Times

5.1. The standard processing time for a refund request is up to 10 business days.

5.2. In the event of blocking or freezing of funds by external counterparties (partner exchanges or liquidity providers) due to AML policy violations, the refund period may be extended up to 30 calendar days or until the assets are officially unfrozen by the respective counterparty.

6. Refusal of Refund

6.1. The Service reserves the right to completely refuse a refund, block assets, and hand over information to law enforcement agencies if the User has provided forged documents, categorically refused to undergo KYC verification, or if the transaction failed to receive the required confirmations in the blockchain network.