Legal
Refunds and Payment Exceptions
Crypto payments cannot be pulled back, so refunds and payment mistakes are handled as separate, tracked transactions. This page says who does what.
Last updated
01Principles
- A merchant, not Ravelo, decides whether its customer is owed a refund under the merchant's own sale terms.
- A refund is a new payment out, linked to the original payment, never a new credit and never a reversal.
- Ravelo does not refund its own fees on a payment that was completed correctly, unless the order form says so or we caused the error.
- We cannot refund a payment that is held for screening until it is released; see the AML policy.
02How a refund is made
The merchant asks for a refund of a payment that was credited, in the dashboard or through the API, naming the payment, the amount and the address to send it to. Refunds are paid from the merchant's balance and, like any payout, need the merchant's own approval and a fresh passkey confirmation. At launch our operations team completes refunds by hand, and each one is tracked and reconciled against the original payment. Network costs are shown before confirming and are normally borne by the merchant.
The refund goes to an address the merchant provides. We recommend that the merchant has the payer confirm the address and network, because the sending address of a payment is not always one the payer controls (for example, an exchange).
03Payment exceptions
| Case | How we handle it |
|---|---|
| Underpayment | The order stays unpaid or partly funded. The payer can pay the rest while the request is open. If it expires, the merchant decides whether to refund what arrived. |
| Overpayment | The order is fulfilled on the amount due. The excess is shown so the merchant can refund it or keep it under its own terms. |
| Late payment after expiry | We keep watching for it. It is recorded as an exception and does not complete the expired order. The merchant can ask for a refund. |
| Wrong asset or network | Held in a case for manual review. Recovery depends on the chain and on whether we control the receiving address; it is not promised, and may cost a fee. |
| Duplicate payment | The first payment completes the order; the second is an overpayment. |
| Held for screening | No refund until a reviewer decides. Funds may be returned to origin, kept, or released. |
04If you are a payer
Ask the merchant you paid first; they hold the order and decide on a refund. We can help the merchant but cannot refund you directly, and we cannot see your reasons for buying. If the merchant does not respond, you may write to [Complaints email] with the transaction hash and the merchant's name, and we will follow the Complaints Procedure as far as it can apply.
05Timing
We aim to process a refund request that has all it needs within [Refund processing target]. A refund still depends on network conditions and, if needed, on a provider, so we cannot promise a time.