Refund Policy
Important information about payments, refunds, and your responsibilities
🚨 Important Notice: Non-Custodial Gateway
RazCrypto is a 100% non-custodial payment gateway. This means: We never hold your funds. Payments go directly from customer to your wallet. Since we don't control funds, our refund policy differs from traditional payment processors.
1. Understanding Our Non-Custodial Model
When a customer pays you via RazCrypto, the cryptocurrency goes directly to YOUR wallet address that you provided. We simply monitor the blockchain and notify you when payment arrives. We never touch, hold, or control the funds.
Key Implications:
- You control the funds - They're in your wallet immediately
- No withdrawal needed - Funds are already in your possession
- Enhanced security - No central point of failure
- Complete autonomy - You decide what to do with received funds
2. Refund Policy for Cryptocurrency Payments
Due to the irreversible nature of blockchain transactions, cryptocurrency payments are final and non-refundable once confirmed on the blockchain. This is a fundamental characteristic of cryptocurrency technology, not a limitation of our service.
Why Cryptocurrency Refunds Are Limited:
- Blockchain Irreversibility: Cryptocurrency transactions cannot be reversed, cancelled, or stopped once initiated
- Non-Custodial Nature: We cannot refund money we never held or controlled
- Technical Reality: Blockchain transactions are immutable and permanent
- User Responsibility: Users must verify transaction details before sending
3. Merchant Responsibilities & Best Practices
As a merchant using our non-custodial gateway, you are responsible for:
Before Accepting Payments
- Provide correct wallet addresses for each chain
- Activate chain monitoring for each address
- Test with small amounts first
- Keep private keys secure (offline)
Risk Management
- Verify customer payments manually if needed
- Set appropriate payment timeouts (15-30 mins)
- Use webhooks for automatic confirmation
- Maintain clear refund policies on your website
4. How We Can Assist (Support Cases)
While we cannot process cryptocurrency refunds, we can help with:
✅ Support We Provide:
- Payment Verification: Confirm if payment was received to your wallet
- Transaction Investigation: Help trace blockchain transactions
- Technical Issues: Resolve integration or webhook problems
- Dispute Mediation: Facilitate communication between parties
- Documentation: Provide transaction proof for your records
📞 Contact for Support:
Email: [email protected]
Include: Transaction hash, wallet addresses, and detailed description
5. Dispute Resolution Process
If a customer disputes a payment:
Customer Contacts Merchant
Customer should first contact you directly with their concerns
Merchant Investigates
Check if payment was received to your wallet via blockchain explorer
We Provide Evidence
We can provide transaction proof from blockchain records
Resolution
Merchant decides resolution (refund in other means, service credit, etc.)
6. Legal Framework & Compliance
Our Role
RazCrypto acts as a payment gateway technology provider. We provide the infrastructure to monitor payments but do not:
- Hold or control funds
- Process refunds for cryptocurrency
- Act as a financial intermediary
- Guarantee transaction completion
Merchant's Role
As a merchant, you are responsible for:
- Your own refund policies
- Customer service and disputes
- Compliance with local regulations
- Tax reporting for received payments
- Security of your wallet and private keys
7. Policy Updates & Contact
This refund policy may be updated periodically to reflect changes in our service or legal requirements. The latest version will always be available on this page.
Have Questions?
Contact our support team for clarification on any aspect of this policy.
Contact SupportLast Updated: December 2, 2025
This policy applies to all users of RazCrypto Payment Gateway services.
