At Cryptlink, we are committed to providing transparent, secure, and reliable financial services. This Refund Policy explains the conditions under which refunds may be requested and processed for our digital wallets, prepaid cards, and fiat/crypto on-off ramp transactions.

General Policy

Because of the nature of financial transactions, especially those involving cryptocurrency, not all transactions are refundable. However, refunds may be processed under specific and verifiable circumstances as described below.

Non-Refundable Transactions

Confirmed cryptocurrency transactions, peer-to-peer wallet transfers between users, and transactions initiated with incorrect recipient details are not refundable. Additionally, fees charged for KYC/KYB processing, card issuance, or account maintenance, as well as charges incurred due to user error or negligence, are non-refundable. Once a transaction is confirmed or broadcast on the blockchain, it cannot be reversed.

Refundable Scenarios

Refunds may be considered in cases such as duplicate payments made in error, fiat deposits that fail to credit your account, prepaid card top-ups where funds do not appear due to system failure, incorrect service charges, or cardholder-initiated disputes regarding unauthorized transactions. Each refund request will be assessed individually, and supporting documentation may be required to complete the process.

Card-Based Refunds

If a merchant processes a refund for a purchase made with your Cryptlink prepaid card, the refunded amount will be returned to your card balance once we receive confirmation from the merchant’s bank. Please note that this process can take between seven to fourteen business days, and we do not control the merchant's refund timeline.

Crypto On/Off-Ramp Refunds

In the event that a fiat-to-crypto or crypto-to-fiat transaction fails due to platform errors, partner service disruptions, or regulatory issues, Cryptlink may issue a refund in either the original fiat amount or its crypto equivalent based on the value at the time of the failed transaction. To process such refunds, users may be required to verify wallet ownership and provide additional identity documentation in line with local KYC/AML regulations. Refunds will only be issued to the original payment method or a verified wallet, and processing times may vary depending on jurisdiction and the policies of our banking or crypto partners. Please note that refund eligibility is determined by the specific cause of the failure, applicable financial regulations, and the terms set by third-party vendors or service providers involved.

Refund Process

To request a refund, you should submit a support ticket through our app or website within seven days of the issue. Please provide complete transaction details and explain the reason for your refund request. Attaching relevant documents, such as receipts or error screenshots, will help expedite the review. Our team will investigate and respond within five to ten business days.

Refund Timing

Approved refunds are generally processed within five to ten business days for fiat and card transactions, immediately to five days for wallet transfers where applicable, and up to fourteen business days when third-party settlements are involved. Please note that processing times may vary depending on banks, networks, or external partners.

Fees and Deductions

Please be aware that network fees, exchange rate differences, and service fees are non-refundable. The amount refunded may therefore be less than the original transaction value due to market volatility, external charges, or processing fees already incurred.

Abuse and Fraud Prevention

Cryptlink reserves the right to decline refund requests suspected of fraud, suspend or terminate accounts abusing the refund process, and report suspicious activities to relevant authorities. All refund decisions are final and made at the sole discretion of Cryptlink.

Contact Us

If you require assistance with a refund, please contact our support team via email at support@cryptlink.io  or use the live chat feature available on our app or dashboard.