Refund Policy
Last updated: April 14, 2026
1. Purpose of the Policy
This Policy governs the cases and procedure for the return of funds received by the MonetaGO service (hereinafter referred to as the Service) in connection with the processing of exchange requests.
This Policy applies to the return of digital assets, electronic money, bank transfers, and other payments if the execution of the request was impossible, suspended, terminated, or canceled.
By using the website, creating a request, and sending funds to the Service’s details, the user confirms that they have read and agreed to this Policy.
This Policy shall apply together with the Service Rules, the AML/KYC Policy, and other mandatory internal documents of the Service. In the event of any inconsistency, the provisions of the AML/KYC Policy and applicable law shall prevail.
2. In Which Cases the Service May Return Funds
The Service may consider a refund, including, but not limited to, the following cases:
the request cannot be completed for technical reasons;
the exchange cannot be executed due to market conditions, lack of liquidity, or restrictions imposed by a counterparty;
the request was canceled before the transaction was completed;
the transaction was suspended or not approved for execution following an AML/KYC review;
a payment system, bank, exchange, liquidity provider, or another participant in the transaction chain refused to process the transaction;
the funds were received, but completion of the exchange requires additional verification, supporting documents, or a separate decision by the Service.
The mere fact that funds have been received does not mean that the exchange is automatically completed or that the user has an unconditional right to an immediate refund.
3. Refund Review Procedure
In order to review a refund request, the Service may request information and materials necessary to establish the circumstances of the transfer and the identity of the sender.
Such information may include:
request number;
TXID, hash, UTR, ARN, or another transaction identifier;
screenshots, receipts, statements, or other proof of transfer;
proof of ownership of the wallet, card, bank account, or account used to send the funds;
documents and explanations required for AML/KYC review.
Until sufficient information is received, the Service may suspend the review of the refund request.
Each case is reviewed individually, taking into account the type of asset, exchange direction, payment method, review results, and the requirements of third parties involved in the execution of the transaction.
4. Where the Refund May Be Sent
As a general rule, a refund shall be made to the original payment details of the sender, meaning the same details from which the Service actually received the funds.
A refund to different payment details is possible only if all of the following conditions are met simultaneously:
a refund to the original payment details is impossible or objectively difficult;
the user has confirmed their right to dispose of the funds;
the user has passed the required checks;
such a refund is permissible under AML/KYC requirements, technical limitations, and applicable law.
The Service may refuse to issue a refund to third-party payment details even if the user insists on such a method.
5. Transaction Review and Risk Level
If a transaction does not contain signs of elevated risk and the refund is related to an ordinary cancellation, technical failure, or standard operational circumstances, the Service will usually make a decision under a simplified procedure.
If a transaction falls within the Medium Risk category, the Service may refuse to continue the exchange and initiate a refund to the original payment details after a basic review of the circumstances of the transaction.
If a transaction is classified as High Risk or Very High Risk, the Service may:
suspend the execution of the request;
request documents, explanations, and proof of the source of funds;
refer the matter for additional internal review;
await a response from a bank, exchange, payment provider, or another counterparty.
In such cases, the refund decision shall be made only after the required review has been completed.
6. Review and Refund Timeframes
In standard situations, where the request is canceled without AML risk indicators and no external restrictions apply, a refund is usually made within 1 business day after the Service makes its decision.
If additional review is required for a transaction, the user may receive a request to provide documents and explanations. Up to 7 business days may be granted for their submission.
If the documents are not provided, are incomplete, require additional assessment, or if the Service is awaiting the position of an external counterparty, the review period may be extended up to 30 business days.
If the funds are blocked or held by a bank, exchange, processor, payment system, or another external party, the refund shall be made after such restrictions are lifted or after a binding response regarding the transaction is received.
7. Costs, Fees, and Deductions
When making a refund, the Service may deduct costs directly related to the return transfer or the handling of a disputed or canceled request.
Such costs may include:
blockchain network fee;
bank and payment system fees;
counterparty fees;
exchange rate losses;
conversion expenses;
other actual expenses incurred.
If a request is canceled at the user’s initiative after the funds have already been received, the Service may take into account all actual expenses incurred by the time of cancellation.
If a transaction showed signs of elevated risk and required additional review, the Service may also deduct compliance handling costs. Such deduction may amount to up to 5% of the refund amount, but no more than the equivalent of USD 100.
If the issue arose due to the user’s error, for example, an incorrect network, memo, tag, protocol, address, or other technical parameter was specified, the Service may separately take into account the costs of manual handling and recovery actions.
8. Refunds in the Event of Market Changes or Asset Availability Issues
The Service shall not be liable for changes in the asset’s exchange rate during the period of review, pending confirmations, blocking, delays caused by a counterparty, or any other period during which the request could not be completed.
A refund shall be made based on the actual conditions existing at the time of its execution.
If the original asset is temporarily unavailable for transfer or its use is limited for technical or liquidity reasons, the Service may offer an alternative refund method or the equivalent in another liquid asset, provided this is legally permissible and technically feasible.
9. When a Refund May Not Be Made
The Service may refuse a refund in whole or in part, refuse service, or maintain restrictions on a transaction if:
the user has provided false, чужие, inaccurate, or forged information;
the user has failed to pass mandatory AML/KYC review;
the submitted materials do not confirm the user’s right to the funds;
the source of funds has not been confirmed;
the transaction shows signs of connection with illegal activity;
there is a request, order, demand, or restriction regarding the transaction from a competent authority;
the refund is prohibited by law or by mandatory rules of a counterparty.
10. Additional Terms
Sending funds without creating a request, sending funds through an unsupported network, transferring funds to incorrect payment details, or violating the Service’s instructions may result in delays, additional costs, or the impossibility of a refund.
The Service publishes the current version of this Policy on its official website, MonetaGO.exchange, and may amend it at any time without separate notice to users.