Operations policy
When an order cannot be completed, funds are returned under the conditions below. This policy applies together with the Terms of service and the AML/KYC policy.
A refund may apply when an order cannot be completed — for example, if you cancel before your deposit is confirmed, if the deposit amount does not match the order, if funds are sent on the wrong asset or network, if a payout fails, or if an order is held by risk or AML review.
If the amount received differs from your order, it is recalculated against the amount actually received. If it exceeds the order by more than 10%, the order may be cancelled and the funds returned to your details, less the network and commission costs of the transfer.
If a payout has not yet been sent, you may cancel and request the return of your funds; provided the payout has not already been processed, returns are made within 24 hours of the request. Delays outside our control are not our responsibility.
Assets sent on the wrong network or to an incorrect address may be unrecoverable. Where recovery is possible, it may require additional verification and time.
Where funds are refunded following identity or AML review, the refund requires successful KYC verification. Timelines vary: about 3 business days for payments sent without a required memo or tag, about 7 business days for an unsupported currency or network, and up to 24 hours for funds under an AML-block status.
A processing fee of up to 5%, or the equivalent of USD 100, may be deducted from a refund to cover network and handling costs. Refunds of USDT and similar tokens require the sending wallet to hold the network's native asset for the transfer fee. Refunds are returned only to the originating account or a verified address.
To request a refund or cancellation, contact support with your order details at the address shown on the site.