The short version
- A card that has not paid for anything yet: the full balance comes back.
- A used card with at least $500.00 left: the balance comes back minus a 10% commission, and the card is closed.
- A used card with less than $500.00 left: the balance cannot be refunded.
- The funding fee and the setup fee are never refunded.
- A person checks every request and confirms the final amount.
Unused cards
If a card has not paid for anything yet, you can ask for its whole balance back. The card is closed when the refund is paid out.
Used cards
Once a card has paid for something, a refund is possible only when at least $500.00 remains on it. You then receive the remaining balance minus a commission of 10%, and the card is closed. Smaller balances on used cards stay on the card and can still be spent.
Any card that has paid for something counts as used, even when the shop later reversed that payment.
Fees
The funding fee (15% of the card balance) and the setup fee ($5.00 per card) pay for issuing the card, which is why they are not refunded, whatever happens to the balance.
How to ask
- Open the Refunds app in your space and choose the card. The app shows what the policy allows for that card before you send anything.
- Say briefly why you want the refund, and give the address and network the money should be sent to.
- A person checks the card's balance and history, confirms the final amount and sends it. You get an email when it is paid out, with the transaction ID.
Check the payout address carefully. A refund sent to the address you gave cannot be recalled. The network's sending cost may be taken from the amount.
How long it takes
Most requests are answered within a few working days. A request may take longer when the card has payments that are still settling.
When we decline a request
We decline requests that the policy does not cover, or where a card was used against our terms. You get the reason by email and in the Refunds app.
Orders that never became a card
If an order is declined after your payment reached us, that is handled on the order itself, not through this policy: we contact you to return what we received. If a payment arrived but something about it is unclear, write to support from the order.
Questions
Write to [email protected] or open a conversation in the Support app.