Freewallet’s Refund Policy

At Freewallet we receive numerous refund requests every month. Whatever the reasons are for the request, we always try to comply with our clients’ wishes to the best of our abilities. However, providing a customer with a refund is never a simple process.

Why does it take so long?

Once a request is received by our support team they have to follow our security protocols regarding identity verification. We ask clients to provide certain information that will help us verify that they are, in fact, the owner of the account in question, and the rightful claimant to the funds in question. Although these protocols may seem a bit over the top, they are in place to protect our clients from fraud.

Then what happens?

Once we have confirmed the legitimacy of the refund request, the retrieval stage begins and our technical team gets involved. Because of the security precautions we take when storing our customer’s funds, this is the most difficult and time-consuming part of the refund process. Retrieval usually entails tracking down a chain of actions that has taken place between different networks and different wallets.

What Freewallet can do for you:

We try our best to satisfy all requests that we receive, but, due to the number of requests we get every month, and the time and resources expended on processing them, we have had to institute a paid refund policy to both speed up this process and assure accountability. The fees for refunds are nominal; it now only costs 10% of the transaction amount, and never more than 30$. The ETA for refunds is 60 days, and the fee will be deducted from the account once the refund has been completed.

Transparency, accountability, and progress

We understand that this may not be convenient for everyone, but it will provide a greater level of transparency in these situations, and allow us as a company to both comprehensively take care of our customers and continue developing and moving forward in the high-paced world of crypto technology.

We thank you for your understanding, and, as always, if you have any questions, don’t hesitate to reach out to our support team.


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