Refund Policy | Cashlib Exchange

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Refund Available

When voucher not yet redeemed & not submitted to provider

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Request Window

Within 30 minutes of exchange submission

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Service Fee

10% fee is non-refundable once processing begins

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How to Request

Contact support with your Exchange ID

1 General Refund Conditions

Due to the nature of our service — the immediate redemption and processing of Cashlib voucher codes — our ability to offer refunds is limited once processing has begun.

Important: Once a voucher code has been submitted to our processing system and confirmed, the code is consumed and cannot be re-used. We strongly encourage you to verify all details before submitting.

We understand that mistakes happen. Below, we outline the specific circumstances in which refunds may be considered.

2 When a Refund May Be Issued

A refund or reversal may be possible in the following cases:

You submitted a cancellation request within 30 minutes of your exchange submission, and processing has not yet started
A technical error on our platform caused the exchange to fail without the voucher being redeemed
Duplicate submission: you accidentally submitted the same voucher code twice
Our system confirmed a payout amount that was significantly different from what was displayed during submission

In all cases, we will investigate the specific circumstances and work to reach a fair resolution as quickly as possible.

3 When Refunds Are Not Available

We are unable to offer refunds in the following situations:

The voucher code has already been redeemed by our system
The payout has already been sent to the address/account you provided
You provided incorrect payout details (wrong wallet address, PayPal email, IBAN, etc.)
The exchange was cancelled by our team due to suspected fraud or policy violation
More than 30 minutes have passed since submission and processing has begun
The voucher code was found to be invalid, already used, or not legitimate

4 Service Fee Policy

Our 10% service fee is used to cover operational costs, payment processor fees, and platform maintenance. The fee is:

Non-refundable once processing of your exchange has commenced
Refundable only in the case of a verified technical error on our part that prevented the exchange from completing

If we are unable to complete your exchange for any reason attributable to us (not user error), you will receive a full refund including the service fee.

5 How to Request a Refund

To request a refund, please follow these steps:

Contact Support

Visit our Support page and submit a refund request as soon as possible.

Provide Your Exchange ID

Include the unique Exchange ID you received after submitting your exchange request.

Describe the Issue

Explain why you are requesting a refund and provide any relevant details.

Await Review

We will review your request within 24 hours and notify you of the outcome via email.

6 Contact Us

If you have any questions about this Refund Policy or would like to discuss a specific situation, please don't hesitate to contact our support team. We are available 24/7 and aim to respond to all enquiries within 24 hours.

We value your trust and always aim to resolve issues fairly and transparently.