Summary
Bought coins and did not spend them? Within 14 days you can request a refund yourself, without giving a reason.
1. Automatic coin refund (14 days)
Under Account > Payments, choose the purchase and click refund. We approve it on the spot when:
- At most 14 days have passed since the payment was confirmed; and
- The coins from that purchase were not spent: your transferable balance still covers what the purchase gave, and you have not made a transfer, Exchange, Bazaar or Item Market trade since then.
The coins are removed from your balance and the amount goes back to the original payment method, in the same currency. How long it takes to show on your statement depends on the bank or the PIX/gateway.
2. Coins already spent
If you already spent part of the coins, open a ticket. The AI organizes the case and a person decides. In general we do not refund items that were delivered and used, unless the error is ours (duplicate charge, failed delivery, wrong amount), in which case we refund or deliver again.
3. VIP
- Subscription: you can cancel the renewal at any time; VIP lasts until the end of the period already paid.
- Refund within 14 days if VIP was barely used: we return the unused time proportionally [OWNER: confirmar regra exata, integral ou proporcional].
- Tier upgrade: we charge only the difference, prorated to the time remaining (proration).
- Canceling the renewal does not cancel what was already charged.
4. Wrong charges and fraud
Duplicate charge, unrecognized charge or one made by someone else with your card: talk to us first; we resolve it quickly and refund you.
5. Chargeback (dispute with your bank)
If you open a dispute without talking to us:
- The coins from that purchase are removed. If they were already spent or passed on, your balance can go negative.
- Coins passed on to other accounts can be recovered, up to 3 levels deep, within 72 hours; the recipient's trading is blocked and a person reviews the case.
- Your account has markets and transfers blocked while the balance is negative.
- Purchases are blocked after 2 chargebacks.
- We send the bank the proof of the purchase and of the delivery. Legitimate disputes (proven fraud) are handled with care: tell support.
6. How to request
Account > Payments, or a support ticket. Questions: [OWNER: e-mail].