Refund Policy
How the cooldown handles failed transfers
When you start a transfer, your balance is deducted upfront. If the transfer fails, you can retry the same transfer free of charge within the cooldown window — duplicate detection means you're never billed twice for the same attempt. In normal failure scenarios, no refund is needed because no second charge ever happens.
When we issue a balance refund
We issue refunds to your account balance in these cases:
- You were billed for a transfer that completed outside the cooldown window through no fault of your own (extremely rare).
- A billing error on our side that resulted in an over-charge.
- Your account was suspended in error and you were unable to use credit you'd already topped up.
How to request a refund
Email hello@metamaxdigital.com with the transfer log ID(s) in question. We typically respond within 1 business day.
Top-up refunds
Top-up amounts (added to your balance but not yet spent on transfers) can be refunded to your original payment method within 30 days of the top-up. After 30 days, the balance is yours to spend but is not refundable to your card.
Non-refundable
Transfers that completed successfully are non-refundable — they cost what they cost. Tools that are free (Payout Creation, Tool Connection Check, Tax Update) never charge you in the first place.