Can I receive a refund?

Refund Policy

Xgram can process refunds only in certain cases. Due to the irreversible nature of blockchain transactions, we cannot provide a definitive list of situations where a refund is guaranteed.

A refund may be considered only if:

• the user sent an unsupported asset or network;
• a technical error occurred on our side.

In all other cases, completed swaps are final and non-refundable.

In some cases, a refund is impossible:

• The swap is completed and the funds are already on-chain.
• The swap has been partially or fully processed.
• The transaction was sent using a supported asset and network, but with incorrect details provided by the user (e.g., wrong address).
• The refund is technically impossible due to blockchain, bridge, or integration limitations.
• The user requests a refund due to price changes or personal decision.

Refund conditions

If a refund is approved:

• The refund will be processed within 10 business days after the request.
• Network and processing fees will be deducted.
• A 4% processing fee will be deducted from the refund amount.
• By default, the refund will be sent to the address from which the funds were received.

Important! Always double-check all transaction details before sending funds. If you are unsure whether your case is eligible for a refund, please contact our support team before making a transaction.