VERSION 2026-09-17-v3-draft
Crypto Refund Policy
This policy is not active for real payments while checkout is disabled. Mandatory consumer law prevails.
When a refund is available
Duplicate payments, confirmed payments without access, and provider or platform errors are refundable. If an OxaPay invoice is underpaid and the payer does not complete it, the merchant may use Merchant Service → Actions → Refund when that action is available. Other approved cases, including completed payments, are returned manually through a standard merchant withdrawal. Wrong-asset or wrong-network recovery remains subject to provider and network feasibility. A future renewal may be cancelled before its access period starts.
When a refund is not normally available
After paid access begins, unused time is not prorated. Trading losses, signal outcomes, or not acting on a signal are not refund reasons.
Asset, network and address
A refund uses the received asset and network. The customer supplies the destination through the authenticated support flow, checks the displayed asset, network and address, and confirms it again before the merchant sends funds. OxaPay has not confirmed a separate provider-side destination-verification service. Funds are never sent blindly to the transaction sender because it may be an exchange hot wallet.
Fees and timing
OxaPay support states that the original OxaPay processing fee is not returned. A standard withdrawal may also incur a return-network or withdrawal fee. For a duplicate charge or platform failure, the platform bears these non-refundable costs; in other approved cases they may be deducted only after the customer sees the amount and confirms. Target: a decision within five business days and on-chain submission within ten business days after all required address information is received.
Completion
Access, referral commission and Lifetime inventory change only after the provider refund or manual withdrawal has a recorded transaction reference. OxaPay has not confirmed refund-specific callback fields, so a dashboard action alone is not completion evidence. Failed or uncertain transfers remain recoverable and are reconciled before retry.