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.
- You decline a verification request during a hold. The coins then normally go back to the address they came from. If there are signs of illegal activity, they stay frozen instead; see risk and screening.
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 refund address you gave when you started the swap. If you gave none, it goes to the address the coins came from. It cannot be sent anywhere else.
If you sent from an exchange account, a refund to the sending address may not reach you. Add a refund address from a wallet you control. 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 while a swap is on hold or being refunded. 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.