Payments are final as a rule
Refunds are given only under the Refund Policy in Section 9 of the Terms of Service, and each request is reviewed case by case. Choose your plan and duration carefully; when unsure, try the Free Plan first and start with the shortest duration.
Which Invoices qualify
Only your latest paid Invoice, or an Invoice created from a duplicate payment made on it.
Requested within 30 calendar days of the payment being confirmed.
With more than 21 days left on your plan when you submit the request.
With a reason we consider valid, such as a core feature of your plan not working as described and us being unable to fix it within a reasonable time, or a duplicate payment made by mistake.
Paying a new Invoice, including a renewal or an upgrade, ends the refund right on earlier Invoices. If you select Request a refund on such an Invoice, the member area shows "Refund period ended" and the newer Invoice that ended it.
Requests we usually decline
Changing your mind, choosing the wrong plan or duration, using the service less than expected, delayed data or trading losses, price changes of the coin you paid with, time forfeited by an upgrade or plan change, sending errors, and overpayments.
How to submit
Open Billing or Payment History, select Detail on the Invoice, then "Having an issue with this payment? Request a refund". The form asks for a reason (for example "Billing or payment error" or "Prolonged service disruption on our side"), details, the network and a receiving wallet address on the same asset and network you paid with, and confirmation that you have read the refund policy.
If you cannot sign in, email [email protected] with your account email, Invoice number, reason and receiving wallet address. To confirm the account is yours we may ask for identity documents, only in a reply from [email protected] to a request you submitted yourself.
How the amount is calculated
Refunds are calculated in the coins you paid, pro rata to the remaining days, and adjusted to the coin's rate on the day the refund is processed: if the coin has risen, you receive the USD value of the remaining coins at the rate when you paid. A 100% refund is not possible; expect a deduction of about 10% to 15% for platform, network, conversion and processing fees.
After approval
Refunds take at least 14 business days. The refunded time is removed from the end of your active time; if no active time remains, your account returns to the Free Plan. The request status (requested, in progress, refunded, declined or cancelled), the transaction hash and the proof of transfer appear in the same Invoice Detail view, and we email you at each step.