Refund Policy

Tier security deposits are taken from your working balance. A deposit is refundable to your balance within 14 days of activation provided no premium batch has been completed at that tier. After a premium batch is approved, the deposit is treated as committed for the activation period.

If a submitted deposit cannot be matched to an on-chain or bank transfer, it is marked rejected and no balance is credited. Where funds were received but the reference was wrong, contact Support with the transaction hash and we will reconcile it manually.

Transfers sent to an address not published in your account, sent on an unsupported network, or sent in an asset we do not accept cannot be recovered. Always confirm the asset, network and memo shown on the Deposit page before sending.

A withdrawal request holds the amount from your balance while it is reviewed. If the request is rejected, the full amount is returned to your balance. Once a payout has been released to the destination you supplied it cannot be reversed.

Batches that fail quality review are not credited. If you believe a batch was rejected in error, raise a Support ticket referencing the batch ID within 30 days and it will be re-reviewed.

Approved refunds to your working balance are applied immediately. Refunds paid out to an external destination follow the standard withdrawal review window of 1–2 business days.