Overview
We’ve implemented a structured refund process to ensure all refund requests are handled efficiently, securely, and consistently. Operators can now request refunds directly through the Back Office Intercom system.
🧾 How Refunds Work
All refund requests are reviewed and processed in weekly batches every Monday, typically before the end of the day.
This helps maintain consistency and ensures all valid refund requests are handled on time.
Important Note: Deposits that are incorrectly sent to a Base, Optimism, or Etherlink address are not eligible for refunds. These transactions fall outside supported refund parameters and cannot be recovered once sent.
💰 Refund Fee Structure
A 1% transaction fee applies to each refund.
An additional flat fee of $50 is charged per refund transaction.
🪄 How to Request a Refund
To request a refund, please follow these steps:
Log in to your Back Office.
Open the Intercom widget.
Select the “Transaction” category.
Choose “Refund” as the sub-category.
Fill in the required details:
Transaction link (to the related transaction)
New wallet address where the refund should be sent
Once submitted, our team will review your request and include it in the next refund processing batch.
⚠️ Important Notes
Only complete and valid refund requests will be processed.
Please double-check the wallet address before submission.
Refunds are typically processed once per week.
Refunds are always processed in the same token and network as the original deposit.
Example: If a user deposited USDC on Ethereum, the refund will also be made in USDC on Ethereum.
Refunds cannot be converted to a different token (e.g., ETH) or sent to a different network (e.g., Solana).
Deposits that are incorrectly sent to a Base, Optimism, or Etherlink address are not eligible for refunds. These transactions fall outside supported refund parameters and cannot be recovered once sent.
🗣 Need Assistance?
For help or questions regarding refunds, please reach out via Back Office Intercom or on Slack.