Complaints

Last updated: 8 September 2025

If something went wrong, this page is the fastest way to get it put right, and it says exactly what happens after you write to us.

Step 1 — support

A person answers within 24 hours, and a held or paused order is always answered by a person, not a bot. Start with your order ID on the support page

Step 2 — say "I want this reviewed"

If the answer does not settle it, say so in the same thread. The case goes up to the operator level: we acknowledge the escalation within 2 business days and give you a final, written answer within 14 days of that acknowledgement.

The clock runs both ways

If we need something only you have — a transaction hash, or a signature from the sending wallet — we ask once, plainly, and we tell you the clock is paused until it arrives. When it arrives, the clock resumes where it stopped. We never ask for identity documents; the AML policy explains why we do not need them.

What a complaint cannot do

A confirmed blockchain transaction cannot be reversed — not by a complaint, not by us, not by anyone. What a complaint can do is make us re-check every step we controlled, show you the evidence, and pay out anything the order still owes you.

Where this promise lives

There is no financial ombudsman above an exchange like this one, and we will not decorate this page with authorities that do not regulate us. What keeps us honest is public instead: this page is dated like the Terms, and the independent monitors that list SwapSS re-test us and read these pages. If we ever break the windows above, say so publicly. We earn or lose our listings on exactly that.