Refund policy
Which card balances come back, how much of each, and how the money travels home, decided in advance and written down.
A plain-English draft, currently being reviewed by a qualified lawyer, so the wording may still change. The rules it describes are the ones we work to today. If a line reads unclear, ask us before you order.
The decision table
| If the card… | …this is what returns |
|---|---|
| has never paid for anything | its entire balance |
| has paid for something and still holds $500.00 or more | the balance less 10%, after which the card closes |
| has paid for something and holds less than $500.00 | nothing comes back, but every cent remains spendable on the card |
| — and the two fees paid when ordering | are never returned |
The rest of this page explains those four rows.
What a refund is, and what it isn’t
A refund returns the money a card still holds. It does not send back the fees paid to order that card, the $5.00 per card and the 15% of the amount. Those pay for issuing and handling the card, work that is complete the moment the card exists. It is the reason both fees, and the total, appear before you pay.
Untouched cards
A card that has never completed a payment can return its whole balance, with no handling charge.
“Untouched” means exactly that: one completed charge of any size counts as use. A person checks the card’s history when your request arrives.
Cards that have paid for something
A used card holding $500.00 or more can return that balance, less a handling charge of 10% of it. Once the payout is sent, the card is closed permanently.
To put a number on it: a used card holding exactly $500.00 gives up 10% of that figure, and the remainder travels to you.
A used card holding less than $500.00 isn’t eligible. The balance is still yours, though, and the card still works anywhere it is accepted.
Cards on pause, closed, or already in line
- A frozen card: talk to support first. We will explain why it is frozen and what can happen next.
- A closed card: there is nothing left on it to return.
- A card with a request already under review: one request per card at a time.
Asking for it
- Open Refunds in the app and choose the card. Before you send anything, you see the precise figure this policy allows.
- Add a sentence on your reason, then the payout network and the wallet address to pay.
- A person checks the card’s balance and history and confirms the final figure. When the payout leaves, we email you its transaction ID.
Check the address and the network twice. Crypto sent to the wrong place can rarely be brought back, and we can’t take responsibility for an address you supplied.
How long it takes
Requests are reviewed by hand, and you hear from us by email as soon as there is a decision. After the payout is sent, the time it takes to arrive depends on the network you picked.
When an order never became a card
If you paid but the order wasn’t approved (an amount or a network that didn’t match, for example), open a ticket from that order. We will work out with you what happened to the money that actually reached us.
Still unsure?
Write to [email protected], or open a ticket in the app.