Docs › Policies
Refund policy
Every deposit is either executed or returned. Nothing is held hostage.
Principle
An order either completes or its funds go back. We don't keep deposits we can't process, and we don't charge a fee for returning them: only the network fee of the refund transaction is deducted. Freezing or seizing funds happens only on a court order, as set out in the compliance policy.
When we refund
| Situation | What happens |
|---|---|
| XMR sent after the deposit address expired | The subaddress stays in our wallet, so the deposit is safe. Contact support with the order ID: we credit it as XMR2, or return it to a Monero address you give us. |
| Exchange deposit sent after the order expired | Not refunded: accepted and exchanged to the order's payout address. The final rate is calculated after 1 confirmation of the deposit. Coins arriving more than 7 days after the order was created: contact support. |
| Bridge deposit we can't confirm automatically | Held for a manual check, then credited. If the check fails, returned to a Monero address you give us. |
| XMR2 sent without a matching redemption (no order, a different sending address, or after the window) | Held for review and returned to the sending Hyperliquid address on request. |
| Order fails screening | Not executed. Returned to the originating address, or to a refund address you give us where the originating address can't be used, subject to the compliance policy. |
| Exchange route becomes unavailable, or the trade can't be executed within its limits | Returned in the asset you deposited. |
| Exchange deposit below the route minimum | Returned in the asset you deposited. |
| Wrong coin or wrong network sent to a deposit address | Recovered where technically possible, at the cost of the recovery. Some mistakes can't be recovered; check the network before sending. |
What we don't refund
- Completed orders. Once XMR2, XMR or the exchanged coin has been sent to the address you entered, the order is final.
- Market movement. A quote is an estimate; the final exchange rate is calculated after 1 confirmation of your deposit. Price changes are not refunded.
- Payouts to the address you entered. We pay exactly where you told us. Blockchain payments can't be reversed.
- Third-party fees. Network fees your wallet paid, and Hyperliquid's activation, trading and withdrawal fees.
How refunds are paid
- Same asset: you get back what you sent, minus the refund transaction's network fee.
- Monero: Monero transactions don't reveal a sender, so XMR refunds always go to an address you give us.
- Hyperliquid: XMR2 goes back to the address it came from.
- Other transparent chains: to the refund address you entered with the order. Without one, to the originating address, or to a refund address you provide where that isn't possible (for example a deposit from an exchange's shared wallet).
- Screening: refund addresses are screened too. A refund address, once saved, can't be changed.
How to request a refund
- Contact support with your order ID and, if you have it, the transaction ID or Hyperliquid hash.
- Give the refund address where one is needed (always for XMR).
- We check the order and send the refund as soon as the checks pass. The order then shows
refunded.
We never ask for a payment, your seed phrase or your private keys to process a refund.
Contact
[email protected] · SimpleX: Beluga Support
Last updated November 6, 2026