Refund Policy
Our refund and cancellation policy for digital products and services. We aim to be fair, transparent, and responsive in handling all refund requests.
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, physical products from the Shop, and wholesale orders.
Eligibility for Refunds
Refunds may be considered in the following general circumstances, subject to the product-specific conditions outlined in Section 3:
Non-DeliveryThe product or service was not delivered within the expected timeframe and our support team is unable to resolve the delivery issue.
Invalid or Defective ProductThe delivered code, key, voucher, or booking confirmation is invalid, expired, already redeemed, or non-functional through no fault of the customer.
Technical ErrorA platform or processing error caused a duplicate charge, incorrect product delivery, wrong denomination, or other system-level error.
Significant DiscrepancyThe delivered product or service materially differs from the description on the product page (wrong region, wrong denomination, wrong product, or substantially different service).
Service FailureA booked service (flight, hotel, lounge) was not provided as confirmed due to reasons attributable to KryptoMate or our direct partners.
Product-Specific Refund Conditions
3.1 Gift Cards
RefundableCards 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-RefundableCards 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
RefundableKeys 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-RefundableKeys 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
RefundablePlans that cannot be activated due to a technical issue on our end, defective QR codes, or incorrect plan provisioning by our supplier.
Non-RefundablePlans 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
RefundableTop-ups that were not applied to the recipient number due to a processing error on our end or a carrier-side failure.
Non-RefundableTop-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
RefundableBookings 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-RefundableConfirmed 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.
NoteAirline 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
RefundableBookings 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-RefundableBookings 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.
NoteCancellation 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
RefundablePasses 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-RefundablePasses 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
RefundableCards that could not be activated or funded due to a technical error on our end or the card issuer's failure.
Non-RefundableCards 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
RefundableBulk orders where a significant portion of delivered codes are confirmed invalid or non-functional. Orders not delivered within the agreed SLA timeframe.
Non-RefundableCodes 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.
3.10 Shop Orders (Physical Products)
CancellationA Shop order can be cancelled only before it has been shipped. Contact support as soon as possible after placing the order. Once the parcel has been shipped, the order cannot be cancelled.
Damaged or Wrong ItemIf the item arrives damaged, or is not the item you ordered, report it to support with photos within 7 days of delivery. We will offer a replacement or a refund.
Change of MindWe do not accept returns for a change of mind, or because the wrong option (for example size, colour or plug type) was selected when ordering.
Customs, Duties and TaxesPrices and delivery charges do not include customs fees, import duties or local taxes. Any import charges are paid by the recipient.
Refund Request Process
To request a refund, please follow these steps:
1Contact SupportSubmit a refund request through our in-app live chat, email us at [email protected], or open a support ticket through your dashboard. For digital products and services, report a problem within 48 hours of delivery. For Shop orders (physical products), the specific rule in Section 3.10 applies: report a damaged or wrong item within 7 days of delivery.
2Provide Required DetailsInclude 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).
3Review PeriodOnce we have received your request with the required details, review and refund are usually completed within 0–24 hours. Rare cases can take longer, for example when we need confirmation from a supplier, or for airline and hotel refunds.
4ResolutionIf 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.
5EscalationIf you disagree with the outcome, you may request escalation per Section 9 (Dispute Resolution).
Requests submitted after these periods 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.
Refund Methods & Processing
Original Payment MethodApproved refunds are returned to the original payment method. A cryptocurrency payment is refunded to the wallet or exchange account it was sent from. A card payment is refunded to the original payment card. 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.
Instant Refund to Your Mate WalletIf you have a KryptoMate account, you can have an approved refund credited to your Mate Wallet instead. This is the instant option. If you bought as a guest, create an account or sign in to one to receive a Mate Wallet refund; otherwise the refund is returned to the original payment method.
ReplacementWhere appropriate, we may offer a replacement product or service instead of a monetary refund.
Processing TimeRefunds are usually completed within 0–24 hours after approval. Rare cases can take longer after we release the refund: card refunds also depend on the card issuer, typically 5 to 14 business days after we release them; 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.
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.
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.
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 CancellationsSubject 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 CancellationsSubject 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.
KryptoCardFunded cards cannot be cancelled. Unfunded card requests may be cancelled before activation.
Shop OrdersCan be cancelled only before the parcel is shipped. See Section 3.10.
All Other ProductsContact support as soon as possible after placing the order. Cancellation is only possible before delivery or activation.
Dispute Resolution
If you are not satisfied with the outcome of your refund request, you may pursue the following escalation path:
1Internal ReviewRequest 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.
2Management EscalationIf the internal review does not resolve the matter, request escalation to our management team, who will conduct a final review within 10 business days.
3External ResolutionIf the dispute remains unresolved, you may pursue resolution through the mechanisms outlined in our Terms of Service, including binding arbitration.
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.
Contact Information
For refund inquiries, cancellation requests, or dispute resolution:
Support, Disputes & Wholesale Refunds[email protected]
In-App Live ChatAvailable 24/7
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