This page explains how refunds work for customers who paid a merchant with Cryptain, and for merchants who buy a Cryptain plan.
1. If you paid a merchant
Cryptain processes the payment, but the merchant sold you the product. Refunds for orders are decided by the merchant under their own refund policy. Please contact them first. You will find their details on the receipt or the checkout page.
If the merchant agrees to a refund, they can send it from the invoice in their dashboard. Because crypto payments cannot be reversed, a refund is a new transaction: you will be asked for a wallet address on the same network, and the network fee is normally deducted from the amount returned. The value in your local currency may differ from what you paid if the coin's price has moved.
2. Payment problems
- You sent too little. The invoice shows the shortfall. Depending on the merchant's settings you can send the rest, or ask the merchant to refund what arrived.
- You sent too much, or paid twice. Contact the merchant with the invoice link; they can refund the difference.
- You paid after the invoice expired. The payment is recorded as late and the merchant decides whether to accept it or refund it.
- Wrong network or token. Contact support@cryptain.net with the invoice link and transaction hash. Recovery is not always possible; when it is, it may take time and carry a fee.
If a merchant does not respond within 14 days, write to support@cryptain.net and we will contact them. We cannot force a refund for goods or services, but we take unresolved complaints into account when reviewing merchants.
3. If you bought a Cryptain plan
- Plans are paid in advance and do not renew automatically, so you will never be charged without acting.
- You can cancel any time; your plan stays active until the end of the period you paid for.
- A period that has started is not refunded, except where the law requires it or where the Service was unavailable for a long time because of us.
- If you paid for the wrong plan by mistake and have not used it, contact us within 7 days and we will put it right.
4. Fees on payments
The processing fee on a payment is not returned when a merchant refunds the customer, because the work to detect and confirm that payment has already been done.
Questions about this document? Contact us.