How refunds work
We don't receive your deposit, so we can't refund it ourselves. When a swap can't complete, the Protocol that executes it returns the asset you sent to the refund address on your order, on the same network.
Your order page then shows the status Refunded and a link to the refund transaction. Refunds are in the asset and network you sent — not in the asset you wanted to receive.
When you get a refund
The Protocol returns your funds when, for example:
- it can't deliver at least the minimum amount shown on your order — for example, because the price moved — even after retrying for the time allowed;
- the deposit is rejected by the Protocol's compliance screening;
- the route, asset or network is paused while your swap is in progress, and the swap can't be completed;
- on routes with a fixed deposit amount, you sent less than required and the deadline passed.
Large swaps may be executed in parts. If only some parts can be executed, you receive the swapped part at your payout address and the rest is refunded.
Your refund address
- You enter the refund address when you create the order. It must be on the same network as the asset you send.
- Use an address in a wallet you control. Don't use a deposit address at an exchange: exchanges may not credit funds from unknown senders, may need a memo or tag, and may take weeks to recover such deposits.
- We check that the address is valid for the network and screen it like the payout address. We can't confirm that you control it.
- The refund address is fixed when the deposit address is issued. We can't change it later or send a refund anywhere else.
Who pays the refund fees
| Cost | Who pays |
|---|---|
| Network fee for sending the refund | You — taken from the refunded amount |
| The Protocol's fee for receiving your deposit, where charged | You — not returned |
| Our service fee | Not charged on any amount that is refunded instead of swapped |
| Withdrawal fee of the exchange or wallet you sent from | You — set by them, not returned |
Network fees change with network load. If the amount to be refunded is smaller than the network fee, the refund may not be possible and the amount may be lost.
How long it takes
Most refunds are sent within [minutes to a few hours] after the Protocol decides the swap can't complete. If the swap failed because of the price, the refund comes after the retry period ends. Network congestion and confirmation times add to this. Refunds held by compliance checks can take longer and are outside our control.
Sending less than the minimum
If you send from an exchange, remember that it takes its withdrawal fee from the amount. Make sure the amount that actually arrives is above the minimum.
Sending a different amount
- If you send more or less than the amount on your order page, but above the minimum, the Protocol normally swaps the amount that actually arrives, at the rate when the swap runs. The minimum rate protection on your order still applies.
- If you send several deposits to the same deposit address while it's open, each may be swapped separately, with fees on each.
- On some routes the amount is fixed: if you send less, the deposit is refunded after the deadline; if you send more, the extra may be refunded.
Wrong coin, network or memo
A deposit address watches for one asset on one network. If you send a different token (for example, USDC instead of USDT) or the right token on another network (for example, USDT on BNB Chain instead of Tron), the Protocol won't detect it, and won't swap or refund it automatically.
If the order shows a memo or tag and you send without it, your deposit may not be matched to your order.
What to do: contact support straight away with the order ID and the transaction hash. In some cases recovery is technically possible — for example, on some networks that share the same address format — but it depends on the Protocol and is not guaranteed. Often the funds can't be recovered.
Sending after the deposit address expires
Each deposit address is valid only for the time shown on your order page. Don't send funds after it expires. Depending on the network and the Protocol, a late deposit may be refunded to your refund address, may be credited to someone else's order if the address has been reassigned, or may be lost.
If you sent late, contact support immediately with the transaction hash. We'll check with the Protocol, but we can't promise a refund. To swap again, create a new order — it will have a new deposit address.
When there is no refund
There is no refund:
- after a swap is complete and the payout is sent — even if you entered the wrong payout address;
- for amounts below the minimum;
- if the rate changed but you still received at least the minimum shown on your order;
- if you change your mind after sending — a swap can't be cancelled once your deposit is on its way;
- for fees charged by your exchange or wallet.
Frozen or held funds
If funds are frozen by a stablecoin issuer, a Protocol's compliance system or an authority, they are not refunded under this policy. They are handled through that party's own process, which may require a legal process. We'll tell you what we know and who to contact. See our AML & Sanctions Policy.
How to get help
Write to [[email protected]] with:
- your order ID;
- the transaction hash of your deposit;
- what you sent — asset, network and amount;
- what went wrong.
We'll check the order on the blockchain and with the Protocol and reply within [1 business day]. We can help trace funds and contact the Protocol, but we can't move funds ourselves.
Related: choosing a refund address · Terms of Use
