Refunds and cancellations

1. Fees

• Your plan's opening and monthly fees are shown in the app and on our Pricing page before you're charged.
• If we charged a fee by mistake, or charged too much, we refund the difference. A refund is checked by a second staff member before it's paid.
• Fees for a service you used, such as a payment that was sent, aren't refunded because you later cancel or close your account.
• If you close your account, no new monthly fees are charged from the date it closes.

2. Payments and crypto transfers

• You can cancel a payment or crypto transfer only until it's sent. The app shows whether that's still possible.
• Crypto transfers can't be reversed once sent, and we can't recover crypto sent to a wrong address or network.
• A bank payment that has been sent can only be recalled with the receiving bank's and the recipient's cooperation. We'll ask for you; a partner fee may apply.
• A payment that comes back to us is returned to your balance, less any fee the banks or networks took.

3. Conversions

Conversions between currencies, between cash and crypto, and swaps are final once confirmed at the price shown.

4. Buying and selling crypto with MoonPay

Refunds for purchases or sales completed on MoonPay's pages are handled under MoonPay's terms. We help where we can.

5. Payments you take from customers

Crypto payments your customers make by QR code, link or invoice are final on the network. If you agree to refund a customer, send the refund from your wallet as a new transfer; our usual fees apply.

6. How to ask

Contact us through our contact form with the transaction details. If you're not happy with our answer, see Complaints.