Sales are generally final once a product is delivered. A refund can be considered when an order is not delivered, a code is invalid, or an error occurred on our side.
This is a plain-language summary of our Refund Policy. The full policy is at kryptomate.com/refund, and it applies if this summary and the policy differ.
01The general rule
Most products on KryptoMate are digital. For that reason a sale is generally final once the product has been delivered or the service has been activated. Every request is still handled fairly, case by case.
02When a refund can be considered
03What the policy does not refund
- A gift card that has been redeemed or partly used, or that was bought for the wrong region or amount by your own selection.
- A game key that has been activated, redeemed or revealed, or a region-locked or incompatible game bought despite the warnings on its page.
- An eSIM plan that has been activated or has used any data, or that was bought for a device without eSIM support.
- A mobile top-up that was applied, or that was sent to a wrong number you entered.
- A flight or hotel booking that the airline's fare rules or the property's policy make non-refundable, and no-shows.
04Rules for each product
05How to ask, and how long the review takes
Contact support with your order number and evidence of the problem. For digital items, report a problem within 48 hours of delivery. For a Shop order, report a damaged or wrong item within 7 days of delivery. Later requests may still be considered. Once we have your request with the details we need, review and refund are usually completed within 0–24 hours. Rare cases can take longer, for example when a supplier has to confirm, or for airline and hotel refunds.
06How refunds are paid
An approved refund goes back to your original payment method. If you have a KryptoMate account you can have it credited to your Mate Wallet instead, which is the instant option. Refunds are usually completed within 0–24 hours once approved. Card refunds also depend on the card issuer, crypto refunds on network confirmation, and airline or hotel refunds can take 4 to 12 weeks.
07Fair use
Under the policy, refund requests that are false or part of a pattern of abuse can be refused, and the account can be suspended.