There are situations when platform users mistakenly replenish their personal account instead of replenishing the balance of the exchange account. In this case we can accept the request to return the funds sent.
To create a refund request, please fill in a form:
https://forms.yandex.com/cloud/63a301e350569053890eaaa8/
How to fill out the form
1. The “Transaction hash” can be specified either as a TxID string (Txhash, etc., taken from the transfer history), or as a web link to this transaction in the blockchain explorer.
2. “A blockchain network for withdrawal” (chain) for the refund should must be the same as the network of your address of deposit.
Funds are sent through the network selected in the form above.
3. Be sure to provide your username in Telegram so that we have more than one way to contact you to clarify and confirm your request.
Terms of return
1. Please note that the refund can be made only until the expiration of 7 days from the date of the erroneous replenishment. All requests made for refunds later than 7 days will not be accepted.
2. During the procedure, we charge $10 commission from the total amount for manual processing.
3. You are solely responsible for the correct completion of the request. You acknowledge and agree that in case of an incorrect wallet address, you will not be able to access the money.
4. In case that intra-platform debits have been made between the moment the payment was made and refund request was created,, such a refund will be rejected.
5. Refund requests are processed within 20 working days (weekends and holidays are not counted). You will receive an email to the address specified in the application when it is reviewed.
