Refund Policy

A conversion can be cancelled free of charge while its status is Pending. Once an order moves to Processing the payout is already in flight and the rules below apply.

Cancel from the order detail page, or ask support to cancel on your behalf. The full conversion amount plus the processing fee and the balance fee are credited back.

The balance fee is returned to the balance it came from: signup credit is restored to signup credit, paid balance to paid balance.

If a payout cannot be delivered because of an error on our side, the order is marked Rejected and 100% of the payout amount and all fees are returned to your paid balance within one business day.

If delivery fails because of incorrect payout details you supplied, we return the payout amount and fees minus any irrecoverable third-party charges.

We may reject an order where identity verification cannot be completed, where sanctions screening returns a match, where the source of funds cannot be established, or where the order appears fraudulent.

Rejected orders are refunded in full except where we are legally required to hold or report the funds.

On request we can return funds in the original crypto asset to an address you control. Network fees are deducted and the amount is calculated at the market rate at the time of the refund.

Fees on orders that have already been dispatched and completed; losses caused by sending an unsupported asset or an incorrect network; and third-party charges we cannot recover.

Email support@crypthax.com with your order reference and, where relevant, supporting evidence. We acknowledge every request within one business hour and decide within three business days.