AAJA Exchange
Refund policy
When refunds may be available and how AAJA Exchange reviews refund requests.
Last updated: 2026
1. Refund overview
A refund may be available only when AAJA Exchange can safely return the funds and the exchange payment or payout has not already been processed in a way that cannot be reversed. Every refund request is reviewed against the order status, payment method, network conditions, and user responsibility.
2. When refunds are possible
- The order has not yet been processed or paid out.
- The user paid but the exchange cannot be completed for a technical reason.
- AAJA Exchange confirms that returning funds is possible through the original or approved return method.
- The refund request comes from the original order email.
3. When refunds are not possible
- The exchange payout has already been processed.
- The user supplied incorrect payout details and funds were sent as instructed.
- The payment was sent to the wrong third-party account outside official order details.
- The transaction is blocked by a payment provider, blockchain network, or compliance restriction outside AAJA Exchange control.
4. How to request a refund
- Contact AAJA Exchange support from the email used for the original order.
- Provide the order number, payment proof, transaction hash if applicable, and reason for the refund request.
- Wait for support to review order status, payment confirmation, and return options.
- Confirm any applicable fees and return details before the refund is sent.
5. Refund conditions
- The refund request must come from the original order email.
- The client must explicitly agree to this refund policy before a refund is completed.
- If the refund is requested because the client did not complete the exchange correctly, return costs are the client responsibility.
- If the exchange cannot be completed due to a technical issue or error by AAJA Exchange, related return costs may be covered by AAJA Exchange.
6. Fees
Crypto refunds
A standard 1% network fee applies to cryptocurrency refunds.
Client-initiated refund
A client-initiated refund before payment processing is subject to a 4% service fee.
Wrong crypto or network
A 4% fee applies when the client sends the incorrect cryptocurrency type or blockchain network.
7. Incorrect cryptocurrency or network
If a user sends the wrong cryptocurrency, token, chain, memo, tag, or blockchain network, recovery may be delayed, expensive, or impossible. AAJA Exchange will review the case, but support cannot guarantee recovery for assets sent through unsupported networks.
8. Technical error refunds
If AAJA Exchange confirms that a technical error on the platform prevented normal processing, support may complete the exchange, recalculate it, or process a refund based on the safest available option.
9. Client-initiated refunds
If a client asks to cancel before payout processing, AAJA Exchange may approve a refund after deducting applicable fees. If payout has already been sent, cancellation may no longer be available.
10. Processing time
Refund processing time depends on verification, payment method, blockchain confirmations, payment provider status, and the accuracy of return details. Support will provide the most practical next step after reviewing the order.