Crypto exchange refunds: how ours actually work

A refund is started by writing to support, not by waiting. Our terms give a return within seven business days of the deposit confirming, to an address you control, with the network fee deducted because sending it costs what the chain charges. Nothing here asks you to prove your identity to get your own money back. One case has no return at all: a deposit smaller than the network fee cannot be returned, because sending it back would cost more than the deposit is worth.

When a refund applies

The situations are listed in our terms rather than decided case by case, so you can read them before you send rather than discover them afterwards.

  • The deposit was below the minimum, so the order cannot execute.
  • The deposit arrived after the order window and the order stopped.
  • A check paused the order and it was released without executing.
  • The swap could not be completed for a technical reason.
  • The wrong asset or network was used and a return is technically feasible.

What is deducted, and what is not

The network fee for the returning transaction, and nothing else. There is no percentage attached to a refund here — a policy some services do attach, at a size that can exceed a small swap entirely. The rest of what arrived goes back.

Where it goes

To an address you control. If your order has a refund address on it, that is the one; if it does not, support asks for one and confirms it with you before sending. Giving a refund address early is the single cheapest thing you can do to make a bad hour shorter.

What to gather before writing

  • The order id, from the address bar of your order page.
  • The transaction hash of your deposit, copied from your wallet or from a block explorer.
  • The asset, the network and the exact amount you sent — all three, because two of them cannot identify a transfer.
  • The address you sent from, and a wallet you still control to receive a return.

What to do now

  1. Write to support with the evidence above. A person answers within 24 hours.
  2. Open your order page. It is the single place the status is true, and it updates itself.
  3. None of this asks you to prove who you are. If we need anything from you, it is evidence that you control the sending wallet, not identification.

Open your order Message @swappsy