Crypto payment policy

The one thing that matters most

Send only the stated asset, on the stated network, to the stated address. A transfer sent on the wrong network usually cannot be recovered by anyone, including us. The payment page states the asset and network at every step, and asks you to confirm the network before it shows the address.

How a payment request works

1. At checkout your order total is locked, and converted to the asset you chose at a rate fixed at that moment.
2. You receive a payment request unique to your order: an address, an exact amount, and a countdown.
3. You send that exact amount. We watch the network for it and show confirmations as they arrive.
4. Once the required number of confirmations is reached, the order moves to paid and into fulfilment.

Each order is made individually identifiable, either by its own receiving address or by an exact amount unique to that order. We never ask two customers to send the same amount to the same address, because that cannot be reconciled.

The payment window

The rate is locked only for the duration shown on the payment page. If the window closes before your transfer arrives, the order moves to expired and no longer holds stock.

If your payment arrives after expiry we still credit it against your order — it is not lost. The order moves to review, and we either release it at the original total or contact you about the difference if the rate has moved materially. You can also request a fresh payment request for the same order at any time before you send.

If you underpay

The order moves to underpaid and does not ship. You can send the remaining balance to the same address, or ask for a refund of what you sent, less the network fee. We will always tell you the exact shortfall.

If you overpay

The order moves to overpaid and is held for review rather than shipping automatically. We will refund the excess, or apply it to the order, whichever you prefer.

If confirmation stalls

Network congestion, a low fee, or an outage at our chain provider can all delay confirmation. When we cannot verify a payment automatically, the order moves to under review and a person checks it. We would rather hold an order briefly than ship against a payment we have not verified.

You can also send us the transaction identifier and we will reconcile it manually against your order.

Refunds

Refunds are returned in the same asset, on the same network, to an address you confirm with us. We refund the asset amount received, less the network fee to send it — not a fiat value, which will have moved. See the refund policy.

What we never ask for

We will never ask for your seed phrase, your private keys, or access to your wallet. Nobody legitimate ever will. We only ever give you an address to send to.

Checks worth doing before you send

• The network on the payment page matches the network your wallet is sending on.
• The first and last characters of the address match what your wallet shows.
• The amount matches exactly, including every decimal place.
• The countdown has not run out.