1. Before crypto is sent
Orders awaiting payment can be cancelled at any time from the Orders page. The 0.1% service fee is returned to your top-up balance immediately, in the same bucket it was taken from.
2. After crypto is received
Once on-chain receipt is confirmed and the order moves to Pending, the trade is considered executed. Because rates are locked and hedging begins immediately, executed conversions cannot be reversed for market movement.
3. Failed or delayed payouts
If a payout cannot be delivered because of incorrect payout details, the funds are held and returned to your top-up balance once the receiving provider rejects the transfer, usually within two business days.
If a payout is delayed beyond five business days for reasons within our control, you may request cancellation and a full refund of principal and fee.
4. Overpayments and wrong-network deposits
Overpayments are refunded to the sending address where technically feasible. Deposits sent on an unsupported network may require manual recovery and a network fee; contact support with the transaction hash.
5. Chargebacks
Top-ups funded by card or e-wallet reversals are investigated before any further conversion is permitted. Accounts with confirmed fraudulent chargebacks are suspended and reported where required.
6. How to request a refund
Open the order, choose “Request review”, or email support@crypto2fiat.cash with the order reference. Refund decisions are communicated within two business days and paid in the original currency of the order.