Refunds and the refund address
If we cannot complete a swap, we send the coins back to your refund address on the same network, minus the network fees and, when the refund is not our doing, a handling fee. You can add the address when you start the swap or later.
Updated
A refund address is optional when you start a swap. It must be an address for the coin and network you send from. If we need to return a deposit and the order has no refund address, the order page asks for one, and the refund goes out as soon as you add it.
Adding or changing it later
Only the browser that created the order can set the refund address, because the change needs the private order token kept in that browser. See keeping your order link safe. We check refund addresses against sanctions lists before we accept them.
How much comes back
You get the deposit back in the same coin. What we keep back depends on why it is refunded:
- When it is our doing (we paused the coin, had no usable price, could not send your payout, or did not finish a review in time): only the network fee for sending it back.
- When it is not (an amount outside the limits, a late, extra or wrong fixed-rate deposit, or a check you did not pass or finish): the network fees for collecting the deposit and sending it back, plus a handling fee of 1% of the deposit, at least $1 and at most $25. The handling fee never takes more than half of what is left after the network fees.
We do not take a spread on refunds. Your order page shows how much was kept back. A deposit smaller than the network fees cannot be returned, and the order shows it as failed.
How long it takes
Refunds go through the same payout queue as swaps. Refunds worth more than $5,000 wait for an operator to release them, as large payouts do. Once a refund is sent, your order shows its transaction, so you can follow it on the network.
Deposits that are not refunded automatically
A deposit linked to an address on a sanctions list is frozen, as the law requires, and is not refunded automatically. Deposits from high-risk senders also wait for a compliance officer instead of an automatic refund, and if one is refunded it goes back to the address it came from. See why a swap is held for review.