Contact support at [email protected] and ask for a formal review, with your ticket number and your reasons. A senior team member reviews the case independently.
If your refund request was declined and you believe the decision is wrong, you can ask for a formal review. The Refund Policy sets out three steps.
01Step 1: ask for a formal review
- 1Contact support at [email protected], or reply in your existing ticket, and ask for a formal review.
- 2Include your original ticket number, for example KM-SUP-000000, and your order number.
- 3Explain in detail why you believe the decision should be reconsidered. Attach any evidence that was not in the first request.
Under the policy, a senior team member reviews the case independently.
02Step 2: management escalation
If the review does not resolve the matter, ask in the same conversation for escalation to the management team. Under the policy, management carries out a final review within 10 business days.
03Step 3: outside KryptoMate
If the dispute is still unresolved, the Terms of Service describe the next steps: negotiation in good faith first, and binding arbitration if that fails.
04What makes a review effective
- New, specific evidence: full screenshots of the error on the brand's site, the time you tried, the region of your account with the brand.
- A clear statement of the outcome you are asking for.
- One conversation, so the reviewer sees the full history.
05Good to know
- When a request is declined, the policy says you get a clear explanation of the reason. If it was not clear, ask the agent to explain it before you escalate.
- Under the Points & Rewards Terms, a payment chargeback can lead to points being forfeited. Please use the review steps above first.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.