Faint Exchange · Help centre
Refunds & cancellations
When refunds apply, what cannot be reversed, and how to request help.
This guide expands on our official Refund Policy in plain language. The policy itself is legally binding if there is any conflict.
General rule
Cryptocurrency transactions are irreversible once confirmed on-chain. Refunds depend on how far your order progressed and whether funds are still under our control.
Before you pay or deposit
- Orders with no payment and no deposit can usually be abandoned — no fee charged.
- Contact support with FX ID if you want a formal cancellation on record.
Buy orders (card/bank)
| Situation | Outcome |
|---|---|
| Stripe payment failed before completion | No charge — create new order |
| Paid but crypto not delivered — our error | Refund or complete delivery — case by case |
| Stripe approved, crypto delivered | No refund — crypto already sent to your wallet |
| Chargeback after receiving crypto | Treated as fraud — see Fraud Policy |
Sell orders
- Before we send fiat: deposit may be returned minus network fees if order cannot complete.
- After fiat payout: refunds not available unless we sent to wrong destination due to our mistake.
- Wrong deposit amount: support may adjust payout or return difference — contact with tx hash.
Swap orders
- Failed swap after deposit: return to refund address per route terms minus network costs.
- Completed swap: no reversal — funds delivered to your receive address.
How to request help
- Gather your FX order ID.
- Explain what went wrong and what outcome you want.
- Open Discord support or website chat.
- Allow reasonable time for investigation — staff may need blockchain/Stripe records.
Chargebacks
Disputing a card payment with your bank after receiving crypto violates our Terms and may result in permanent ban. Always contact us first.