Most swaps finish without any problem. When one cannot finish, your deposit is refunded. This page explains when that happens and how to make sure the refund reaches you. The Terms are the full rules.
When a deposit is refunded
- The swap fails or cannot be completed.
- A fixed-rate deposit arrives late, or with a different amount, and the swap cannot run at the floating rate instead.
- The market moves sharply before the swap and you choose a refund instead of the new rate.
A completed swap is final. A deposit below the minimum may not be refunded, and it cannot be refunded when it is smaller than the network fee.
Where the refund goes
A refund goes to the address the coins came from, where the network shows that address. The sending address you give in the swap form is not used as a refund address.
Some coins, such as Monero, do not show the sending address. A refund of these coins needs a refund address: write to support with your order ID, and a refund address can be added to it. A refund cannot be sent anywhere else.
If your coins are on an exchange account, withdraw to your own wallet first and send from there. The swap form needs the address you send from, and an exchange’s address is not yours. Some coins also need a memo or tag for the refund.
Fees on a refund
Network fees are taken from the refunded amount. We do not pay for price changes before the refund is sent. Coins that cannot be returned straight away may be kept for up to one year. After that we still try to return them, but we cannot promise it.
How to ask for help
Email contact@hiddenswap.com with your order ID. You find it on your order page and at the end of the order link. We usually reply within an hour. We never ask for your seed phrase or private keys.