Refund Policy
Effective Date: 28 January 2026
Last Updated: 28 January 2026
This Refund Policy explains the conditions under which refunds may be issued for payments made on or through the GalaxySpaceAI Platform (“Platform”). Due to the nature of cryptocurrency transactions and blockchain technology, most payments and transactions are irreversible. This Policy is part of our Terms of Service and Privacy Policy.
Important: Cryptocurrency deposits, trades, staking rewards, and most blockchain transactions are irreversible and non-refundable. Once a transaction is confirmed on the blockchain, we cannot reverse it or recover funds sent to incorrect addresses. Refunds are extremely limited and apply only in specific cases outlined below.
1. General Principles
- All fiat-to-crypto purchases, crypto-to-crypto trades, staking participation, and wallet transfers are final and non-refundable.
- Network fees (gas fees, miner fees, withdrawal fees) are always non-refundable, even in cases where a refund is granted for the principal amount.
- We do not offer refunds for losses due to market volatility, price changes, user error, or unauthorized access (unless proven to be our direct fault).
- Refunds, if approved, are processed in the original payment method (where technically possible) or in stablecoin (USDT/USDC) at our discretion.
2. Cases Where Refunds May Be Considered
Refunds are discretionary and evaluated on a case-by-case basis. We may issue a refund only in the following limited situations:
- Service Not Provided or Technical Error on Our Side
If we fail to deliver a paid service (e.g., premium subscription features not activated due to our error) within a reasonable time, and you report it promptly.
- Unauthorized Transactions Due to Platform Security Breach
If funds are lost due to a proven security breach on our infrastructure (not user-side compromise such as phishing, malware, or credential theft), and you report it immediately.
- Erroneous Duplicate Charge
If the same fiat payment was charged twice due to our payment processor error (rare).
- Overpayment or Incorrect Amount Charged
If you paid more than intended due to a display or calculation error on our Platform.
3. Cases Where Refunds Are NOT Available
- Any cryptoasset sent to an incorrect wallet address (yours or ours) — irreversible on blockchain.
- Trading losses, slippage, failed orders, or market movements.
- Staking lock-up periods, slashing, or reward variations.
- Withdrawal fees, deposit fees, conversion fees, or network fees.
- User error (wrong network, wrong address, sending unsupported tokens).
- Change of mind after purchase or trade execution.
- Fraud or unauthorized access caused by user negligence (weak passwords, no 2FA, sharing credentials).
FCA High-Risk Reminder: Cryptoassets are unregulated high-risk investments in the UK. No Financial Services Compensation Scheme (FSCS) protection applies to crypto services. Refunds are not guaranteed even in eligible cases.
4. Refund Request Procedure
- Submit a refund request via our support system: [email protected] or through the in-app Help Center (Account → Support → Refund Request).
- Provide:
- Transaction ID / TxHash
- Date and time of transaction
- Amount and currency
- Detailed explanation and proof (screenshots, emails, etc.)
- Requests must be submitted within 14 days of the transaction (or as soon as reasonably possible for security incidents).
- We will review within 30 business days and respond with a decision. Approved refunds may take 5–30 business days to process, depending on the method.
5. Chargebacks and Disputes
Attempting a chargeback through your bank/payment provider for a crypto purchase or service may result in immediate account suspension, as it conflicts with the irreversible nature of crypto transactions. We reserve the right to pursue recovery of disputed amounts plus fees.
6. Changes to Refund Policy
We may update this Policy at any time. The current version is always available on this page. Continued use of the Platform after changes constitutes acceptance.