Please note that by creating a transaction or an account you fully agree with the following terms of resolving technical issues.
Please check carefully the recommended networks during the creation of your transaction.
Some types of cases require additional operating costs, therefore refunding/processing of certain incorrectly sent transactions will imply supplementary fees. These supplementary fees can be either extracted from the refund amount or can be sent by you to the fee collection address provided by our technical department.
Cases of transactions with no Extra ID indicated can be resolved only if the amount is equal or more than $50.
Transactions less than $50 with no Extra ID indicated cannot be refunded or processed.
The approximate rate of cryptocurrency conversion into USD is calculated according to the rate on the date of customer’s request regarding the transaction.
The minimal fixed fee amount for cases with transactions sent through wrong chains is $100.
Please note that only the following types wrong chain cases can be possibly resolved:
- ETH sent through BSC/ETHW/ETC/VET/ARB/AVAXC/OP chains
- BNB sent through ETC chain
- POL sent through AVAXC/ETHOP chains
- ARB sent through AVAXC chain
- BTC sent through BCHSV/MAID/USDT chains
- USDT sent through BTC/MAID chains
- MAID sent through BTC/USDT chains
- LTC sent through BTC/USDT chains
- BCH sent through BCHSV/XEC chains
- BCHSV sent through BCH chain
- XEC sent through BCH/BCHSV chains
- THETA sent through TFUEL chain
- NEO sent through GAS chain
Other combinations of crypto assets and chains sent to us via an unsupported and/or not recommended network cannot be refunded or processed.
The following types of deposits sent to Changelly’s deposit addresses are not processed automatically and require the minimal fixed retrieval fee of $100:
- Smart contract transfers to Changelly’s deposit addresses;
- TON tokens sent to Changelly’s deposit addresses without the Jetton notification.