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Refund Policy

Last Updated: July 14, 2025

At Xchange.com.pk, we strive to offer fast and reliable digital currency exchange services. Due to the nature of cryptocurrency and instant financial transactions, we maintain a strict No Refund Policy, except in specific and clearly defined cases.

1. No Refund on Completed Transactions

Once a transaction has been confirmed and completed on our platform, it is irreversible and non-refundable. Digital currencies are highly volatile, and once exchanged or transferred, we cannot reverse the process.

2. Eligible Refund Scenarios

Refunds will only be considered in the following rare situations:

  • The transaction was made in error due to a technical glitch on our platform.

  • Funds were sent to us but the equivalent exchange amount was not delivered due to internal error.

  • Duplicate payment was accidentally made from the user’s end and verified.

  • Incorrect amount was deducted due to a system fault, not a user mistake.

3. Refund Request Procedure

To request a refund in a valid case:

  1. Email us at support@xchange.com.pk within 24 hours of the transaction.

  2. Provide:

    • Transaction ID

    • Screenshot of the payment or error

    • Your registered email and CNIC number

    • Reason for the refund request

  3. Our team will investigate the issue within 3–7 business days.

4. Refund Timeline

If approved, the refund will be processed:

  • Within 7 business days

  • Using the same method of original payment (e.g., JazzCash, Easypaisa, Bank Transfer)

5. Deductions & Fees

If a refund is issued:

  • Transaction fees (e.g., bank, wallet, network fees) are non-refundable

  • Administrative charges may apply depending on the situation

6. Disputed Transactions

If you believe a transaction was unauthorized or fraudulent:

7. No Refund for KYC Rejections

KYC verification is a free service, but once documents are submitted and processed, they cannot be withdrawn or reversed. No refund or reversal applies if your KYC is rejected due to invalid or fake documents.

8. Final Decision

All refund decisions made by the Xchange.com.pk compliance team are final. We reserve the right to deny any refund request if we suspect policy abuse or fraudulent activity.

9. Contact Us

For refund inquiries or disputes, please contact:

📧 Email: support@xchange.com.pk
🌐 Website: https://www.xchange.com.pk