Refund Policy

Topping up the balance in your Veles account constitutes the purchase of internal accounting units (“Veles Credits”). These Credits are digital units intended solely for the use of platform functionality and do not represent electronic money, a deposit or a prepayment for specific services.

Once Veles Credits have been credited to the user’s account, they are considered delivered in full, and no refunds are provided, including for any unused part.

However, in cases where a user erroneously credited their Veles balance instead of funding an exchange account, Veles may review a refund request—subject to the conditions outlined below.

Refund Conditions

1. Refunds are possible only within 14 days from the date of the mistaken deposit. Requests submitted after this period will not be considered.
2. A 10 USDT processing fee is charged for manual refunds (regardless of the amount).
3. The user is fully responsible for the accuracy of the data in the refund form. If the wallet address is entered incorrectly, access to the funds will be lost.
4. If there were intra-platform deductions between the deposit and the refund request, a refund is not possible.
5. Requests are processed within 20 business days (excluding weekends and holidays). You will receive a notification of the result to the email specified in the request.

To submit a request, fill out the online form following the instructions below.

Note

If the form is unavailable, contact us at [email protected].

How to Fill Out the Form

• Deposit transaction link — provide:
  • either the TxID (Txhash) string from your transfer history;
  • or a direct web link to the transaction in a blockchain explorer.
• Refund network must match the network of the deposit address.
• Provide your current Telegram username — this is an additional way for us to contact you for clarifications and to confirm your request.