# Refund Policy

> Learn Veles refund rules for mistaken deposits – conditions, fees, timeframes, and how to submit a request for returning your funds.

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 refund amount is **rounded to 1 USDT**.
4. 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.
5. If there were **intra-platform deductions** between the deposit and the refund request, a refund is not possible.
6. 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](https://forms.fillout.com/t/sLTS3S4xQJus) following the instructions below.

:::note
If the form is unavailable, contact us at support@veles.finance.
:::

## 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.