Refund Policy

Last updated: 25/05/2026

1. Overview

This Refund Policy explains the conditions under which refunds may be issued for transactions made through our platform (“we”, “us”, “our”).

By using our service, you acknowledge and agree to this Refund Policy.

2. General Policy

Due to the nature of cryptocurrency and fiat payment systems:

• All blockchain transactions are final and irreversible once confirmed
• Fiat payments may be subject to third-party banking and payment processor rules
• We cannot guarantee refunds once a transaction has been broadcast, processed, or completed

Refunds are only issued in limited circumstances as described below.

3. Eligible Refund Cases

A refund may be considered only if:

• A transaction was not successfully processed due to a technical error on our side
• A payment was charged but not executed or delivered
• A duplicate transaction occurred due to a verified system fault
• We are unable to complete the requested exchange

All refund requests are subject to verification and internal review.

4. Non-Refundable Situations

Refunds will not be issued in cases including (but not limited to):

• Incorrect wallet address or payment details entered by the user
• Completed and confirmed blockchain transactions
• Market volatility or changes in exchange rates
• User error or misunderstanding of transaction details
• Delays caused by blockchain congestion or banking systems
• Transactions flagged or delayed due to compliance or fraud checks where applicable law requires review

5. Processing Errors and Failed Transactions

If a transaction fails before completion:

• Funds will either be automatically returned to the original payment method or
• Manually refunded after internal review, depending on the payment rail used

Processing times for refunds may vary depending on third-party providers.

6. Refund Processing Time

If a refund is approved:

• Crypto refunds are typically processed within [X–X hours/days]
• Fiat refunds may take 3–10 business days, depending on banking providers

We are not responsible for delays caused by external payment systems.

7. Fees

Any applicable network fees, processing fees, or third-party charges may be deducted from the refund amount unless otherwise required by law.

8. Chargebacks

Initiating a chargeback without contacting support first may result in:

• Suspension of your account or access
• Delays in resolution
• Additional verification requirements for future transactions

We encourage users to contact support before initiating disputes.

9. Fraud Prevention & Review

All refund requests are subject to fraud and risk checks. We reserve the right to:

• Request additional information
• Delay or deny refunds if suspicious activity is detected
• Comply with legal or regulatory obligations

10. Data Handling

In line with our Privacy Policy:

• Only necessary transaction data is retained during refund processing
• Once resolved, related personal data is deleted or anonymised where legally permitted

11. Changes to This Policy

We may update this Refund Policy at any time. Updates will take effect once posted on this page. Continued use of the service constitutes acceptance of the updated policy.

12. Contact

For refund requests or questions, contact us at:

Email: support@exchange.site