Quick summary
1. Operator
2. Definitions
- Credits: prepaid digital units used to unlock access for a given pair for the applicable UTC day.
- Unlock: consuming credits to reveal ticket fields for a pair for that UTC day (as implemented in the Service).
- Key: an access token/license that enables broader access (e.g., full tickets/API) where supported.
- Payment reference: a unique reference generated by the Service for manual verification.
3. Manual crypto payment verification
For manual crypto payments, you must follow the instructions shown in the Service at the time of purchase. Typically this includes: (1) generating a payment reference, (2) sending crypto to the displayed address, and (3) providing the payment reference and transaction hash for verification.
- Wrong asset/network (e.g., sending on the wrong chain)
- Missing memo/reference where required
- Underpayment due to fees or partial sends
- Incorrect transaction hash
If you made an error, contact support with your reference and tx hash. We’ll review what’s possible on a best-effort basis.
4. Credits: rules and refunds
4.1 What credits are
Credits are a prepaid digital product used to unlock access inside the Service. Credits are not a financial instrument and have no cash value outside the Service.
4.2 When credits are non-refundable
- Credits that have been partially or fully used to unlock pairs are not refundable.
- We do not refund credits based on market movement, dissatisfaction with trading outcomes, or user error in execution.
- We do not refund credits for temporary outages or interruptions unless required by applicable law.
4.3 When we may consider credit adjustments
We may consider a credit adjustment (case-by-case) if there is a clear Service-side issue such as:
- A duplicate charge/unlock caused by a verifiable bug
- A credit deduction without the unlock being delivered for the UTC day (and we can verify the event)
5. Keys: delivery and refunds
5.1 Key delivery
Keys are issued/activated after verification. Key access may be limited, rate-limited, or revoked if misuse is detected (e.g., key sharing, resale, or abuse).
5.2 Key refunds
Because keys provide digital access, refunds depend on whether access has been delivered and used, and on mandatory consumer protection rules that may apply in your jurisdiction.
- If a key has not been issued/activated due to our fault, we will resolve it (issue the key or, where appropriate, refund).
- If a key has been issued/activated and used, refunds are generally not offered (unless required by law).
- If a key is revoked due to a Terms violation (sharing/resale/abuse), no refund is provided.
6. Payment errors, wrong network, and fees
- Network fees are paid by you and are not refundable by us.
- If you send to the correct address but with missing/incorrect memo/reference, recovery may be impossible depending on the chain.
- If you underpay, we may request the difference before delivering credits/keys.
- If you overpay, we may apply the difference as credits or handle case-by-case (best effort).
7. EU/EEA digital content note (important)
If you are an EU/EEA consumer, you may have statutory rights for digital services/content. In many setups, once you request immediate performance and the digital access begins, withdrawal rights can be limited.
Implementation tip: At checkout, add a checkbox such as: “I request immediate performance and acknowledge I may lose the right of withdrawal once access is delivered.”
8. Disputes and support
If you have an issue, contact support and include:
- Account email
- Payment reference
- Transaction hash
- What you purchased (credits pack or key)
Email: [email protected]
9. Changes to this policy
We may update this policy. The version and “Last updated” date at the top will change accordingly.
Note: For maximum legal safety (consumer law, withdrawal rules, accounting/tax treatment), have counsel.