Refund policy: general terms
According to our Terms of Service, we do not issue refunds for transactions that have been completed, including those that are partially paid, as you have already received the funds. It is your responsibility to issue refunds to your customers in such cases.
Exceptions: refunds for user errors
We can provide a refund if possible in the following cases of user error:
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Sending the wrong or unsupported asset.
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Using the wrong or unsupported network.
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Forgetting to add a memo (destination tag) where required.
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Sending less than the minimum amount.
Please note: Refunds for amounts less than the minimum required are typically not possible.
Refund process flow
The support team can offer the following basic refund flows:
1. Refund to the Initial address
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Validation is not required (will be necessary if the initial address is from an exchange).
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For some currencies, a dust transaction might be required to process a refund.
2. Refund to another address
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Can be offered if the initial address is from an exchange (we can't refund funds to such addresses).
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Validation is required.
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For some currencies, a dust transaction might be required.
What is a dust transaction? A small amount sent to cover network fees in some cases.
Video validation instructions
The following instructions are presented exactly as provided, without any editing or formatting:
Video-validation instruction:
Video taken by screen recording will be regarded as invalid, please use another device to take a live short of your operation.
Open your withdrawal history and find the corresponding withdrawal record. The TxID, token, amount, and date of the withdrawal record shall be clearly shown in the video.
Attention:
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You need to take a video to show the whole process
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Sub-shorts or any cut editing and picture-in-picture will be considered invalid submission
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TxID must be displayed through the platform page or app
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The information displayed in the pre-open webpage, downloaded data, screenshots, emails, etc. will be regarded as content of no reference value
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Please show your operation process on the same device
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Switching devices will be regarded as invalid video
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The informative part of the screen must be fully visible without cropping at all stages of validation
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The transaction being validated must be clearly displayed in the wallet or the exchange's personal account with all available details
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Demonstrating the transaction in a block explorer should complement, not replace, its display in the wallet or personal account of the exchange
Please make sure the uploaded video contains the content listed above. Otherwise, it may slow down the progress of your review.
This instruction can be provided to your customers, and they can contact us by email support@nowpayments.io and already prepared!