Refund policy

1.About this policy

This policy explains when an amount connected to your ebitpoint account can be cancelled, returned to you, or reviewed, and when a transaction is final. It applies to Buy and Sell orders, Swap, wallet deposits, and wallet withdrawals.

Crypto transactions work differently from card payments. Once a transfer is confirmed on a blockchain, neither ebitpoint nor anyone else can pull it back. For that reason, most of this policy is about what can be stopped before a transaction completes. It should be read together with the Terms of use and Customer policies.

2.Pricing and fees

ebitpoint does not add a separate fee to Buy or Sell orders. Our margin is included in the published rate, which you see before you confirm. A wallet withdrawal reserves the amount you send plus the current network fee, shown on its own line before you confirm. That network fee covers the on-chain send; ebitpoint does not pay blockchain network fees for customer withdrawals.

When you send crypto to ebitpoint, including for a Sell order, a processing fee and the blockchain network fee are deducted before the deposit is credited, and we credit or pay out based on the amount that arrives. These fees go to third parties and are not refundable, including when an order is later cancelled or reviewed.

3.Buy orders

Before you pay

Buy is available for Ghana accounts. When you review a Buy order, we lock the cedi amount and the crypto amount for 10 minutes and show the ebitpoint Mobile Money or bank account to pay. Pay the exact amount, enter the transaction reference from your provider, and submit the order before the quote expires. We must confirm that your payment arrived within 30 minutes of when you submit the order. ebitpoint does not take card payments for Buy orders.

Cancelling an order

• You can cancel a Buy order yourself while it is pending, before your payment is confirmed, before the payment deadline passes, and before delivery starts.
• Orders whose payment is not confirmed by the deadline are cancelled automatically.
• Cancellation cannot be undone. Start a new order if you still want to buy.

If you paid but the order was cancelled or not matched

Cancelling a Buy order does not move money. If you paid for an order that was cancelled, expired, or could not be matched, contact Support with the order reference and payment reference. After verifying the payment, the amount received will be returned to the sending account. If the order is still open, it may be completed instead.

After delivery

Once we have credited the crypto to your ebitpoint wallet or sent it to the external address you provided, it cannot be refunded or reversed. Check the asset, network, and delivery address before you confirm.

4.Sell orders

Selling from an external wallet

• Each order has a 30-minute deposit window. You can cancel the order before your deposit is detected and before the window closes.
• Your payout is based on the amount that arrives after processing and network fees. It is valued at the crypto's market price when your deposit is confirmed and converted at the payout rate locked when you created the order, so the final payout can differ from the estimate you saw.
• If the amount you send differs from the amount you entered by more than 1% (before processing fees), it is still credited to your order and reviewed before paying out. A deposit below the minimum shown for that asset may not be detected or credited.
• If a deposit arrives after the order expired or was cancelled, it is still credited to the order, the order is reopened, and reviewed before payout.
• If a deposit arrives after we have started preparing your payout, or after the order is complete, it is not added automatically. Contact Support with your order reference and transaction ID to add it to your payout or return it.

Selling from your ebitpoint balance

When you sell from your wallet balance, the crypto is reserved immediately and the order cannot be cancelled. If the payout cannot be completed, the reserved crypto is returned to your wallet balance. You will receive an email and inbox notification.

After payout

A payout sent to your Mobile Money or bank account (bank account only for Nigerian accounts) is final. The payout goes to the account you chose for that order, and changing your saved accounts later does not change an existing order. Check the details before you confirm, and contact Support straight away if they are wrong.

5.Crypto deposits to your wallet

Deposits are credited after the required blockchain confirmations. The amount credited is what reaches us after network and processing fees are deducted. Each asset has a minimum deposit, shown in the deposit details on the Receive crypto page.

• Deposits below the minimum are not credited automatically. We notify you when we detect one; contact Support with the transaction ID so we can review it. Some amounts below the processing minimum never reach ebitpoint and cannot be recovered.
• Crypto sent on an unsupported network, or an asset the address does not support, is not credited and may be permanently lost.
• If a confirmed deposit to your own address has not appeared, open “Sent funds and they haven't shown up?” below your address on the Receive crypto page and enter the transaction ID. We credit a deposit only after checking it on the blockchain. If it cannot be checked automatically, we record it for review. If it is below the minimum or does not pay your address, contact Support with the transaction ID.

All reported deposit problems are investigated. Crypto sent to the wrong address, network, or asset may not be recoverable.

6.Wallet withdrawals

• When you request a withdrawal, the amount is reserved from your balance.
• You can cancel a withdrawal while it is pending and before sending starts. The full reserved amount is returned to your balance.
• If a withdrawal is declined, this happens before anything is sent, and the full reserved amount is returned to your balance.
• Once a withdrawal is sent on the blockchain, it cannot be cancelled, reversed, or refunded. If you sent it to the wrong address, only the owner of that address can return it.

7.Swap

Swap converts one asset to another inside your ebitpoint balance when the feature is available. A swap cannot be cancelled once you confirm it.

If we find that a swap was completed in error, we may reverse it once. A reversal returns the amount you swapped from and removes the amount you received, and we notify you by email and in your inbox shortly afterwards.

8.Coupons and rewards

• A Swap discount coupon reduces the fee on a swap. It is used only when that swap completes; if the swap does not go ahead, the code is not used and stays available while it is valid. A coupon used on a swap that is later reversed is not reinstated.
• Bonus credit coupons add USDT to your balance when you redeem them. Coupons have no cash value, and a redeemed coupon cannot be reversed or reissued.
• Reward points are credited when they are earned. A USDT credit you redeem points for is held for seven days before it is paid into your USDT wallet. A redemption can be refused for breaking the programme terms, and points earned on an order that is later reversed are taken back.

9.Amounts credited by mistake

If an amount is credited to your account in error, for example through a duplicate credit or a system fault, we may correct your balance to the amount you were actually entitled to. Contact Support if you have questions about a correction on your account.

10.Closing your account

You can delete your account yourself in Settings, under Security. You confirm with your password and by typing DELETE followed by your username, and the request then waits 30 days. You can cancel it at any point in that time. Support can also help if you cannot sign in.

An account cannot be deleted while it holds any balance, including crypto held in P2P Funding, has an order, over-the-counter request, or withdrawal in progress, or has a deposit we have not credited yet or are still reviewing. Sell, withdraw, or otherwise settle your balance first.

Closing an account retires its deposit addresses, so do not send crypto to them afterwards. A transfer that still reaches one is credited to the closed account, which you can no longer sign in to, so contact Support if that happens. We keep your identity verification and transaction records after closure, as our GDPR data protection notice explains.

11.How to ask for a review

Sign in and open Support, or use the Contact page if you cannot sign in. Include the following so we can find the transaction without asking for sensitive details:

1. The order or withdrawal reference shown in your account.
2. The payment reference from your Mobile Money or bank provider, or the blockchain transaction ID.
3. The amount, asset, network, and date.
4. A short description of what went wrong, with a screenshot if it helps.

12.Changes to this policy

We may update this policy when our products or requirements change. The current version and its update date are always shown on this page. Orders already in progress follow the terms shown when you confirmed them, unless we have to close an order for security reasons or because a network is no longer supported.