Refund Policy
How refunds work for Cryptrum Pay CPT purchases and the on-chain refund tooling we provide to merchants. Last updated July 2026.
1. What this policy covers
This policy is about CPT credit purchases you make from Cryptrum Pay. It does not govern refunds you owe to your own customers — those flow through the gateway's refund tooling and are your responsibility under your own merchant policies.
2. CPT purchases — when we refund
- Duplicate charge: full refund of the duplicated amount within 14 days.
- Service error on our side: full refund if our system credited the wrong CPT amount or failed to deliver.
- Within 7 days of purchase with zero CPT consumed: full refund minus on-chain settlement gas.
- After CPT is consumed: only the unused balance is refundable, pro-rated at the price you paid.
- Accounts closed for breach of Terms or AUP: no refund of unused CPT.
3. How to request a refund
Email [email protected] from the address registered on your account with:
- Your merchant ID (MRC_xxxxx)
- The purchase ID or invoice number
- A short explanation of the reason
We process eligible refunds within 7 business days. Refunds settle to the original payment source where possible; if that is not possible (e.g. expired card, lost wallet), we will coordinate an alternative.
4. Refund timing
- On-chain crypto refunds: usually within 1 hour after approval (subject to network conditions).
- Card refunds: 5–10 business days, depending on issuer.
- Bank-wire refunds: 3–10 business days.
5. Customer refunds (your customers, not you)
The gateway includes a one-click refund tool: open a payment, click Refund, choose the destination address. We broadcast the refund on-chain and bill the operation in CPT per the published refund weight. Refunds you broadcast are final; you cannot reverse them.
6. Chargebacks
On-chain payments are not chargeback-able. If your customer disputes a charge with their bank we cannot “reverse” the blockchain transaction. You can however refund the customer at your discretion using the refund tool above.
7. Contact
Questions? [email protected]
