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Frequently asked questions

Can I cancel an exchange if the payment has already been made?
If the cryptocurrency has not been sent yet, you can request a refund.
To do this, in the “Transactions” section, click the “Cancel” button opposite the invoice number and agree with the Refund Policy -
If the exchange has been completed and the cryptocurrency has been sent, no refund is possible.
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Can I cancel an order that has already been processed (status Completed)?
Processed transactions cannot be undone. Therefore, carefully check all the details of the exchange before making a payment.
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The wallet to which the purchased cryptocurrency was sent does not belong to me. Can I get a refund?
It is impossible to return the funds after successfully sending the cryptocurrency to the wallet. When registering a Customer profile, as well as when creating an exchange order, the Customer agrees to the rules of our service, which state that you must use only your personal wallet for your exchange.
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How fast are refunds processed?
On average it may take us up to 24 hours to process a refund request received from a Customer.Refunds take between 1 to 5 working days, depending on the payment method. You can find more information in the Refunds Policy -
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I don't know what BTCBIT charged me for.
To get information about a charge, you need to send a request to [email protected] confirmation of the debit/payment. The confirmation must contain the date, amount, recipient name and purpose of payment.
We will review your application and will contact you shortly. A review may take longer than 24 hours if the request is received outside of business hours or on weekends.
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Do you have any questions?
Please feel free to contact us if you have any more questions.