Refund Policy
1. Scope & Applicability
This Refund Policy governs all payments made to or through SoliaPay, including subscription fees (processed by Paddle as our Merchant of Record), on-chain transaction fees, and fees charged by third-party service providers integrated into the SoliaPay platform.
By using SoliaPay, you acknowledge that you have read and accepted this Refund Policy in its entirety. This policy supplements, and should be read together with, our Terms of Service and Pricing & Fees schedule.
2. Blockchain Transaction Finality
CRITICAL: Transactions Are Irreversible
All cryptocurrency and token transactions executed on blockchain networks are FINAL AND IRREVERSIBLE once confirmed on-chain. This is a fundamental property of blockchain technology, not a policy choice by SoliaPay.
- SoliaPay CANNOT reverse, cancel, or undo any confirmed on-chain transaction.
- SoliaPay CANNOT recover tokens sent to an incorrect address.
- SoliaPay CANNOT recover tokens sent to an incompatible network.
- SoliaPay CANNOT intervene in smart contract executions after submission.
YOU ARE SOLELY RESPONSIBLE for verifying all transaction details (recipient address, amount, network, token) before confirming. No refund, credit, or compensation will be provided for user errors in confirmed transactions.
3. Subscription Refunds (Paddle)
SoliaPay subscription plans are billed through Paddle.com, which acts as our Merchant of Record for all subscription payments.
3.1 Cancellation
- You may cancel your subscription at any time via the app or by contacting support.
- Upon cancellation, your subscription remains active until the end of the current billing period.
- No partial or pro-rata refunds are issued for unused portions of a billing period.
3.2 Cooling-Off Period (EU Consumers)
If you are an EU consumer, you have the right to withdraw from a subscription purchase within 14 days of the initial subscription, provided that you have not used any subscription-exclusive features (e.g., sponsored gas transactions, premium card access) during this period.
By using subscription-exclusive features, you expressly consent to the commencement of service delivery and acknowledge the loss of your withdrawal right under Article 16(a) of the EU Consumer Rights Directive (2011/83/EU).
3.3 Refund Eligibility (Subscriptions)
Subscription refunds may be considered in the following limited cases:
- Duplicate charge: You were charged twice for the same billing period.
- Technical failure: SoliaPay experienced a verified outage preventing all access to subscription features for a material portion of the billing period.
- Billing error: You were charged after a confirmed, valid cancellation.
Paddle Processing:All subscription refunds are processed through Paddle. Refund timelines and methods are subject to Paddle's policies. Refunds are returned to the original payment method and may take 5–10 business days to appear on your statement.
4. Network (Gas) Fees
Network gas fees are non-refundable under all circumstances.
Gas fees are paid to blockchain network validators, not to SoliaPay. Once a transaction is broadcast to the network, gas is consumed regardless of transaction outcome (success or failure). SoliaPay has no ability to recover gas fees from network validators.
5. Platform & Service Fees
Platform fees charged by SoliaPay (as detailed in our Pricing & Fees schedule) for successfully executed transactions are non-refundable.
- Fees are disclosed and accepted by you before each transaction.
- The fee quote is cryptographically signed and single-use.
- Once a transaction executes successfully on-chain, the service has been fully delivered.
- Market movements, price changes, or dissatisfaction with outcomes do not constitute grounds for a fee refund.
6. Fiat On-Ramp / Off-Ramp
Fiat services are provided by licensed third-party partners (e.g., Bridge.xyz). Refund policies for fiat transactions are governed by the respective partner's terms.
- Pending fiat deposits: May be cancellable if the bank transfer has not yet settled. Contact the fiat provider directly.
- Completed conversions: Once fiat has been converted to crypto (or vice versa), the conversion is final.
- Bank fees: Any fees charged by your bank for wire transfers are non-refundable by SoliaPay.
7. Card Services
Disputes regarding card transactions (unauthorized charges, merchant disputes, etc.) are handled by our banking partner under their dispute resolution process and applicable card network rules (Visa/Mastercard).
SoliaPay is not the card issuer and does not directly process card refunds or chargebacks. Contact support@soliapay.com and we will facilitate communication with the card issuer on your behalf.
8. Failed Transactions
8.1 On-Chain Reverts
If a transaction reverts on-chain (e.g., due to insufficient gas, slippage exceeding tolerance, or smart contract conditions), the tokens remain in your wallet (minus gas consumed). SoliaPay does not charge a platform fee on reverted transactions. Gas consumed by the failed transaction is non-refundable.
8.2 Relay/Infrastructure Failures
If a transaction fails due to a confirmed SoliaPay infrastructure error (not network congestion or user error) AND a platform fee was deducted, we will issue a credit to your account or process a fee refund at our sole discretion upon verified support request.
10. DeFi & Yield Products
SoliaPay provides a non-custodial interface to third-party DeFi protocols.
- Losses from smart contract exploits, protocol failures, or de-pegging events are not refundable by SoliaPay.
- Yield is variable and may be zero. Decreased or zero yield does not constitute grounds for a refund.
- Impermanent loss, liquidation events, and oracle failures are inherent DeFi risks borne entirely by you.
11. Chargebacks & Disputes
Fraudulent Chargebacks: If you initiate a chargeback or payment dispute through your bank or Paddle for a legitimately rendered service, SoliaPay reserves the right to:
- Immediately suspend your account pending investigation.
- Provide transaction evidence to Paddle and/or your payment provider to contest the chargeback.
- Recover any costs or losses resulting from fraudulent chargebacks, including administrative fees.
- Permanently terminate your access to SoliaPay services.
12. When Refunds ARE Granted
SoliaPay will consider refunds only in the following verified cases:
| Scenario | Refund Scope |
|---|---|
| Duplicate subscription charge | Full refund of duplicate via Paddle |
| Charge after valid cancellation | Full refund of erroneous charge via Paddle |
| SoliaPay infrastructure error causing fee deduction without service delivery | Platform fee credit (gas excluded) |
| EU 14-day cooling-off (unused subscription) | Full subscription refund via Paddle |
All refund decisions are made at SoliaPay's sole and absolute discretion, except where mandatory consumer protection law requires otherwise.
13. How to Request a Refund
- Email support@soliapay.com with subject line: "Refund Request — [Your Wallet Address]".
- Include: wallet address, transaction hash(es), quote ID(s), date of transaction, and a clear description of the issue.
- For subscription refunds: include your Paddle receipt/invoice number.
- Requests must be submitted within 30 calendar days of the disputed charge.
- Requests submitted after 30 days will not be considered.
14. Processing Timeline
| Stage | Timeline |
|---|---|
| Acknowledgment of request | 2 business days |
| Investigation & decision | Up to 14 business days |
| Refund processing (if approved) | 5–10 business days (Paddle/bank dependent) |
15. EU Consumer Rights
If you are a consumer within the European Economic Area (EEA), this policy does not limit your rights under:
- The EU Consumer Rights Directive (2011/83/EU)
- The EU Unfair Commercial Practices Directive (2005/29/EC)
- Applicable national consumer protection legislation
- The EU Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr
Where mandatory consumer protection law conflicts with this policy, the mandatory law prevails.
16. Force Majeure
SoliaPay shall not be liable for any failure or delay in providing services, and no refund shall be due, where such failure or delay is caused by events beyond our reasonable control, including but not limited to: blockchain network congestion or outages, smart contract bugs in third-party protocols, oracle failures, regulatory actions, cyberattacks, natural disasters, pandemics, or acts of government.
17. Amendments
SoliaPay reserves the right to update this Refund Policy at any time. Material changes will be communicated with 30 days' notice. The version in effect at the time of your transaction governs that transaction's refund eligibility. Continued use of SoliaPay after changes constitutes acceptance.
18. Contact
Refund Requests: support@soliapay.com
Subscription Billing (Paddle): billing@soliapay.com
Legal Inquiries: legal@soliapay.com