Refund Policy | KryptoMate

1. General Policy

Due to the digital and instant-delivery nature of most products sold on KryptoMate, all sales are generally considered final once the product has been delivered or the service has been activated. However, we are committed to handling refund requests fairly and transparently on a case-by-case basis. By making a purchase on our Platform, you acknowledge and agree to this Refund Policy.

This policy covers all products and services offered through KryptoMate, including gift cards, game credits and keys, eSIM plans, mobile top-ups, flight bookings, hotel and accommodation stays, airport lounge access, KryptoCard, and wholesale orders.

2. Eligibility for Refunds

Refunds may be considered in the following general circumstances, subject to the product-specific conditions outlined in Section 3:

Non-Delivery — The product or service was not delivered within the expected timeframe and our support team is unable to resolve the delivery issue.
Invalid or Defective Product — The delivered code, key, voucher, or booking confirmation is invalid, expired, already redeemed, or non-functional through no fault of the customer.
Technical Error — A platform or processing error caused a duplicate charge, incorrect product delivery, wrong denomination, or other system-level error.
Significant Discrepancy — The delivered product or service materially differs from the description on the product page (wrong region, wrong denomination, wrong product, or substantially different service).
Service Failure — A booked service (flight, hotel, lounge) was not provided as confirmed due to reasons attributable to KryptoMate or our direct partners.

3. Product-Specific Refund Conditions

3.1 Gift Cards

Refundable: Cards confirmed to be non-functional, invalid, already redeemed (not by the purchaser), or incorrectly issued, provided the card has not been used by the customer.
Non-Refundable: Cards that have been successfully redeemed or partially used. Cards purchased for the wrong region or denomination due to customer selection error. Cards where the issuing brand's terms prevent refund.

3.2 Game Credits & Keys

Refundable: Keys or credits confirmed to be invalid, already activated by another party, or non-functional on the specified platform through no fault of the customer.
Non-Refundable: Keys that have been activated, redeemed, or revealed by the customer. Purchases of region-locked or platform-incompatible products despite clear warnings on the product page. Pre-order cancellations after the publisher's cutoff date.

3.3 eSIM Plans

Refundable: Plans that cannot be activated due to a technical issue on our end, defective QR codes, or incorrect plan provisioning by our supplier.
Non-Refundable: Plans that have been activated or where any data usage has occurred. Plans purchased for devices that do not support eSIM technology. Plans where the customer traveled outside the covered region.

3.4 Mobile Top-Ups

Refundable: Top-ups that were not applied to the recipient number due to a processing error on our end or a carrier-side failure.
Non-Refundable: Top-ups successfully processed and applied to the recipient number. Top-ups sent to an incorrect phone number provided by the customer. Top-ups where the carrier does not support reversal.

3.5 Flight Bookings

Refundable: Bookings that were not confirmed due to a processing error on our end. Bookings eligible for refund under the airline's own cancellation and fare rules. Flights cancelled by the airline where the airline provides a refund.
Non-Refundable: Confirmed bookings where the airline's fare rules classify the ticket as non-refundable. No-show situations. Voluntary cancellations outside the airline's free cancellation window. KryptoMate service and booking fees (unless the error was on our end). Schedule changes that do not qualify for a refund under the airline's policies.
Note: Airline refund processing times vary and may take 4 to 12 weeks depending on the carrier. KryptoMate will process the refund to the customer within 5 business days of receiving the refund from the airline.

3.6 Hotel & Stays

Refundable: Bookings cancelled within the property's free cancellation window as stated at the time of booking. Bookings not honored by the property due to overbooking or closure. Bookings where the property conditions materially differ from the listing (e.g., health and safety issues, missing essential amenities).
Non-Refundable: Bookings explicitly marked as "non-refundable" at the time of purchase. Cancellations made after the free cancellation deadline. No-show situations. Early check-out or unused nights. Complaints about subjective preferences (e.g., room view, noise levels) that do not constitute a material discrepancy.
Note: Cancellation policies vary by property and rate type. The applicable cancellation policy is clearly displayed during the booking process. We encourage customers to review these terms carefully before confirming.

3.7 Airport Lounge Access

Refundable: Passes not honored due to an error on our end or the lounge operator's failure. Passes for lounges that were permanently closed at the time of the visit.
Non-Refundable: Passes that have been used or scanned. Passes where the customer did not attend. Passes for past dates. Denial of entry due to the lounge being at capacity (subject to the lounge operator's policies).

3.8 KryptoCard

Refundable: Cards that could not be activated or funded due to a technical error on our end or the card issuer's failure.
Non-Refundable: Cards that have been funded and used for any transaction. Remaining balances on active or expired cards (balance withdrawal may be available per the card issuer's terms). Card issuance fees. Currency conversion losses.

3.9 Wholesale Orders

Refundable: Bulk orders where a significant portion of delivered codes are confirmed invalid or non-functional. Orders not delivered within the agreed SLA timeframe.
Non-Refundable: Codes that have been distributed, resold, or activated by the wholesale partner's end customers. Orders where the wholesale partner's integration error caused the issue. Refund terms for wholesale accounts are primarily governed by the individual Wholesale Agreement.

4. Refund Request Process

To request a refund, please follow these steps:

Contact Support — Submit a refund request through our in-app live chat, email us at [email protected], or open a support ticket through your dashboard. Requests should be submitted within 48 hours of purchase or delivery for the fastest resolution.
Provide Required Details — Include your order number, the specific product or service purchased, a clear description of the issue, and any supporting evidence (screenshots, error messages, photos of the issue).
Review Period — Our support team will acknowledge your request within 24 hours and complete the review within 3 to 5 business days. Complex cases involving airline or hotel refunds may take longer.
Resolution — If your refund is approved, we will process it according to Section 5. If the request is denied, we will provide a clear, detailed explanation of the reason.
Escalation — If you disagree with the outcome, you may request escalation per Section 9 (Dispute Resolution).

Requests submitted after 48 hours may still be considered at our discretion, but timely reporting significantly improves the likelihood of a favorable resolution. We strongly encourage verifying your product or service immediately upon delivery.

5. Refund Methods & Processing

Cryptocurrency Refund — Refunded to the original sending wallet address. The refund amount is calculated based on the USD value at the time of the original purchase, converted at the prevailing exchange rate at the time of refund processing.
Card Refund — Refunded to the original payment card. Processing time depends on the card issuer, typically 5 to 14 business days.
Store Credit — In certain cases, we may offer store credit as an alternative to a monetary refund. Store credit does not expire and can be used for any product or service on the Platform.
Replacement — Where appropriate, we may offer a replacement product or service instead of a monetary refund.
Processing Time — Refunds are typically processed within 5 to 10 business days after approval. Cryptocurrency refunds are subject to blockchain confirmation times. Airline and hotel refunds may take 4 to 12 weeks due to partner processing times.

Due to cryptocurrency price volatility, the refund amount in cryptocurrency may differ from the original payment amount. All refunds are calculated based on USD value, not cryptocurrency quantity. Network fees for processing cryptocurrency refunds may be deducted from the refund amount.

6. Partial Refunds

Partial refunds may be issued in the following circumstances:

Only a portion of a multi-item order is affected by the issue.
A product or service was partially used before the issue was discovered.
The issue is partially attributable to customer error or negligence.
A hotel stay was partially completed before a qualifying issue arose.
An airline refund is subject to cancellation fees per the fare rules.

7. Fraud Prevention

KryptoMate takes refund fraud seriously. If we determine that a refund request is fraudulent, abusive, or part of a pattern of manipulation, we reserve the right to:

Deny the refund request.
Suspend or permanently terminate the associated account.
Report the activity to relevant law enforcement and regulatory authorities.
Pursue civil or criminal legal remedies as appropriate.
Share information with fraud prevention networks and industry databases.

Patterns that may indicate refund abuse include: excessive refund requests relative to purchase volume, repeated claims of non-delivery for products confirmed as delivered, use of multiple accounts to circumvent refund limits, and providing false or misleading evidence.

8. Cancellations

Orders for digital products that have not yet been delivered may be eligible for cancellation. Once a product has been delivered, activated, or redeemed, the order cannot be cancelled — refund eligibility is then governed by the product-specific conditions in Section 3.

Flight Cancellations — Subject to the airline's fare rules and cancellation policy. Free cancellation may be available within 24 hours of booking for certain fares. Cancellation fees may apply.
Hotel Cancellations — Subject to the property's cancellation policy as displayed at the time of booking. Free cancellation is available for eligible bookings up to the stated deadline.
KryptoCard — Funded cards cannot be cancelled. Unfunded card requests may be cancelled before activation.
All Other Products — Contact support as soon as possible after placing the order. Cancellation is only possible before delivery or activation.

9. Dispute Resolution

If you are not satisfied with the outcome of your refund request, you may pursue the following escalation path:

Internal Review — Request a formal review by emailing [email protected] with your original ticket number and a detailed explanation of why you believe the decision should be reconsidered. A senior team member will review the case independently.
Management Escalation — If the internal review does not resolve the matter, request escalation to our management team, who will conduct a final review within 10 business days.
External Resolution — If the dispute remains unresolved, you may pursue resolution through the mechanisms outlined in our Terms of Service, including binding arbitration.

10. Policy Updates

We may update this Refund Policy from time to time to reflect changes in our products, services, or regulatory requirements. Material changes will be communicated via the Platform or email. The version in effect at the time of your purchase applies to that transaction.

11. Contact Information

For refund inquiries, cancellation requests, or dispute resolution:

Support: [email protected]
Disputes: [email protected]
Wholesale Refunds: [email protected]
In-App Live Chat: Available 24/7