Refund Policy

When a Refund May Be Available

According to the published policy, a refund may be considered when a gas fee recharge was unsuccessful because of a technical issue on the platform side or another circumstance beyond the user's control.

Scope of Refunds

Refunds apply only to eligible gas fee recharge amounts. They do not cover trading losses, trading fees, or other transaction-related outcomes. Promotional or incentive gas balances are also excluded.

How to Request a Refund

• Submit the refund request within 72 hours of the unsuccessful recharge attempt.
• Contact support through the official support channels.
• Provide the relevant account details, recharge timing, and supporting records if requested.

Review and Processing

The source policy says refund requests may be reviewed by the Trust Coin team and can require additional clarification. Evaluation may take up to 7 business days, and approved refunds may be initiated within 14 business days, usually via the original payment method unless otherwise agreed.

Non-Refundable Situations

• User error or incorrect configuration that caused the failed recharge.
• Gas fees related to successful transactions.
• Gas credits granted as a bonus, incentive, or promotional benefit.

Disputes and Updates

If a user disagrees with a refund decision, the issue may be escalated through official support or management channels. The published policy also notes that refund rules may change, so users should review the latest version periodically.