Refunds & Cancellations

This page explains refunds for purchases paid through Cryptomo, and refunds of our own fees. It is part of our Terms of Service.

1. If you paid a merchant through Cryptomo

• When you pay on a Cryptomo checkout page, you are buying from the merchant, not from us. The merchant is responsible for your order, and for refunds under their own policy and the Australian Consumer Law.
• To ask for a refund, contact the merchant. Their details are on your receipt and the checkout page.
• Blockchain payments cannot be reversed or charged back. A refund is a new payment from the merchant to a wallet address you give them. Agree with the merchant whether the refund is in crypto or its value in money, and which network to use. Network fees may be deducted.
• If a merchant does not respond, contact us at mail@cryptomo.net with your invoice number. We cannot decide disputes about goods or services, but we will contact the merchant and look into any problem with the payment itself.

2. Payment mistakes

• Paid too much: the extra amount is credited to the merchant and flagged. Ask the merchant to refund the difference.
• Paid too little or too late: the merchant decides whether to accept it, ask for the rest or refund what was received.
• Wrong coin, network or missing memo: contact us straight away with the transaction hash. We will try to recover the payment if it is technically possible and safe, but we cannot promise to, and a reasonable fee may apply.

3. Refunds of our fees (merchants)

• Transaction fees are not refunded when a merchant refunds their customer, because the payment was still processed. We refund fees charged because of our error.
• Plans are paid in advance. You can stop using a plan at any time and it stays active until the end of the period you paid for. We do not refund part-periods, except where the Australian Consumer Law requires it or the service has a problem we cannot fix.
• Integration service: if we have not started the work, you can cancel and get a full refund. Once work has started, we refund the part we could not deliver if we cannot complete it.
• Refunds of our fees are paid in the cryptocurrency you paid with, to an address you confirm, at the amount you paid in crypto unless we agree otherwise.

4. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

5. How to ask for a refund from us

Email mail@cryptomo.net or open a support ticket in your dashboard with your invoice or order number. We will reply within 5 business days. If you are not happy with our answer, see Complaints & Disputes.