MrSwap — Refund Policy

1. Principles

• Refund to source: refunds are returned to the payment instrument or wallet the funds came from. Refunds to a different destination are not offered, as this is a money-laundering vector.
• Full audit trail: every refund is recorded against the original order in the transaction ledger.
• Defined timelines: refund requests are acknowledged promptly and processed within a published window once approved.

2. Failed or incomplete payments

If a payment fails, is underpaid, or cannot be matched to an order within its validity window, the customer may claim a return of the received funds to the source instrument or wallet, less network transaction costs where applicable. Unmatched payments are held pending resolution rather than settled.

3. Refund requests

Refund requests must be made by the account holder, from the verified contact details on the account, and within 30 days of the original payment. We may require identity re-verification before releasing a refund, particularly for higher amounts or where risk signals are present.

4. Disputes and chargebacks

Where a payment is disputed — for example, a claim that a payment instrument was used without authorization — the associated funds are frozen while the dispute is investigated. Confirmed fraudulent payments are returned to the rightful holder of the instrument, and the associated account is subject to the enforcement measures in the AML Policy.

5. Exclusions

• Completed conversions executed at the agreed rate are not reversible due to a change in market price.
• Network fees paid to third-party blockchains are not refundable.
• Refunds are not available where prohibited by law or where they would facilitate a breach of the AML Policy.

6. Contact

Refund and dispute inquiries: [email protected].