Refund and cancellation policy

An executed conversion cannot be undone. This document exists to state exactly when that point is crossed, and what happens before and after — because it is the question everyone asks and few services answer clearly.

The fourteen-day right of withdrawal applicable to distance selling does not apply to services whose price depends on financial market fluctuations outside the trader’s control. Converting a digital asset falls within that exception: we cannot hand you back an asset whose price has moved since, without someone bearing the difference.

We do not write this to lean on it broadly: the exception covers neither fees wrongly charged, nor mistakes attributable to us, nor a service that was not delivered. In those three cases a refund is owed, and it is full.

While no deposit has arrived, cancellation is immediate from your account area, without reasons and free of charge. You can also do nothing: the order expires by itself at the end of the deposit window.

If the deposit has arrived but the conversion has not been executed yet, write to support with the order reference. We then return the received asset to the originating address where it is identifiable, less the network fee for the return. That fee is not a penalty: it is what the network charges us for the return transaction.

Nothing is lost and nothing is stuck. The order is recalculated on the amount actually received, at the rate locked on the original order, and the payout goes out on that recalculated amount. You receive less, but you receive.

One limit: if the amount received falls below the chosen rail’s minimum, the payout becomes impossible on that rail. We then offer either another rail with a lower minimum, or a return of the asset to the originating address.

The excess is treated like the main amount: converted at the locked rate and added to the payout, as long as the total stays within your verification tier ceiling and the rail ceiling.

If the total exceeds your tier ceiling, the excess is held. You can either complete your verification to unlock the next tier, or ask for the excess to be returned as an asset to the originating address.

This is the most expensive and the most frequent case. What can be done depends entirely on the technology, not on our goodwill.

• EVM-compatible networks: one address is usually valid on several of them. Manual recovery is possible in most cases, with a lead time of several business days and a recovery fee quoted before any intervention.
• Mutually incompatible networks: a transfer to a network we do not serve for that asset is not recoverable. There is no procedure to offer, and we will not invent one for you.
• Memo or tag omitted: the deposit lands with no origin marker. Recovery requires manual matching from the timestamp and the amount. It often succeeds, but it is never guaranteed and it takes time.

A payout can be rejected by the receiving bank: non-existent IBAN, closed account, beneficiary name not matching the account holder, internal control at the receiving institution. The return usually arrives within one to five business days depending on the rail.

1. We notify you of the rejection with the reason the bank sent, verbatim.
2. You correct the beneficiary details. The name must match your verified identity.
3. The payout is reissued for the same amount in currency. The rate is not recalculated: the conversion already happened, only the collection failed.
4. Any rejection fee charged by an intermediary bank is passed through at cost, with no margin.

If the net amount paid is lower than the one displayed at order time for a reason attributable to us — a computation error, a fee charged twice, a wrong rate applied — the difference is paid back in full, without you having to ask, as soon as the gap is found.

The balance check on the pricing computation runs on every quote: the fee lines must sum to exactly the gap between gross and net, otherwise the quote is refused. That control exists precisely so this case stays theoretical.