Refund policy — account balance withdrawal (full rules)
Unused card funds can be returned to the account under the applicable conditions, then withdrawn to your own wallet. Card-to-account returns are free; account withdrawals cost a flat $3. Refund policy sets out amounts, settlement, cooling periods, fees and compliance restrictions. Order refunds follow the merchant refund process.
Return paths for card funds and account balance
Fund returns have two stages: card to account, then account to your own wallet. Unused card funds return under the applicable conditions and returnable amount without a fee; account withdrawals cost a flat $3 including the chain fee. Legal holds, review and unsettled funds follow their respective rules.
Withdrawal and account closure are separate actions. Return eligible funds without closing an account you wish to keep; closure also requires handling cards, outstanding transactions and balances.
Card returns, withdrawals and account closure
Your money can sit in three places — on a card, in your account balance, or already in your own wallet. Every time it changes location, the action, the fee and the waiting time are different, and the three legs together make up the complete money loop:
| Money movement | How | Fee | Typical time |
|---|---|---|---|
| Card balance → account balance | Tap "Return balance" on the card detail page | Free | Usually minutes |
| Account balance → your own wallet | Self-service submission via "Account → Prepayment refund" | Flat $3 per transaction | Auto-payout after the 24-hour cooldown |
| Account balance → your own wallet (account closed at the same time) | Self-service submission via "Account → Close account" | Flat $3 per transaction | Cards are settled first, then clearing status is reviewed |
The rules for the three legs are detailed respectively in Returning the card balance to the account, Refund policy and The account closure process. Account closure settles through the same payout channel as a withdrawal, also at a flat $3 per transaction — the only extra step is that the account is closed at the same time.
Card-to-account and account-to-wallet transfers have different directions, fees and conditions. Merchant-order refunds require contacting the merchant and tracking the original order.
Stage 1: Return the Card Balance to Your Account (Free, Minutes)
This stage happens inside the platform, so it is both fast and free. The entry point is on the card detail page, and it takes three steps:
Open the card detail page
Find the card you want to process.
Tap "Return balance"
The page shows how much can currently be returned based on the available limit.
Submit
The funds return to your account balance, usually within minutes.
How the returnable limit is calculated
It is not the case that whatever the card displays can be returned in full — the returnable limit deducts pending authorizations:
Returnable limit = card balance − pending authorization
- Pending authorization is a hold on your limit initiated by a merchant that has not yet cleared (hotel deposits and gas-station pre-authorizations are typical examples). It freezes part of the card limit but is not an actual charge — an authorization "keeps the limit available" rather than "moving the money out", and the two are different states in the card-side records.
- Cleared purchases are not part of the formula — that money has actually been spent and falls outside the returnable range.
- Two outcomes for an authorization: it is automatically released over time (the limit returns to the card), or it is converted into a clearing claim (becoming a real purchase).
Stage 2: Withdraw Your Account Balance (Prepayment Refund)
This is the step that actually moves money into your own wallet, and the entry point on the platform is called the prepayment refund. It has two features: fully self-service (no ticket required, no customer-service involvement) and a freely chosen amount (you do not have to withdraw everything at once).
Go to "Account → Prepayment refund"
The entry point is on the account page, visible after you log in.
Enter the amount and the receiving method
The amount is up to you; choose TRC20 or ERC20 and fill in a wallet address that you control.
Submit
After submission, a 24-hour security cooldown starts, during which you can revoke at any time.
Automatic payout
The payout goes out automatically when the cooldown ends, with no further confirmation needed; cases that trigger risk-control review take at most 72 hours.
Fees and thresholds
| Item | Rule |
|---|---|
| Fee | Flat $3 per transaction, independent of the withdrawal amount — withdrawing $50 and withdrawing $500 both cost $3 |
| On-chain transfer fee | Included in the $3; no separate network fee is charged |
| Minimum withdrawal | TRC20 and ERC20 both require ≥ $3 (the threshold already includes the $3 fee); amounts below this cannot be paid out |
| Payout network | TRC20 / ERC20, your choice; returning via the original route is not required |
| Number of withdrawals | Unlimited; charged per transaction — each withdrawal costs one $3 |
How the amount is calculated
The amount you receive is one simple subtraction: proceeds = withdrawal amount − $3, and the on-chain fee is already included in the $3. Two examples:
| Account balance | Withdrawal this time | Fee | Proceeds |
|---|---|---|---|
| $100 | $100 (full withdrawal) | $3 | $97 |
| $100 | $50 (half only) | $3 | $47 |
The fee is flat per transaction rather than proportional, so the smaller the amount, the larger the share taken by the $3 — when you do not have much to withdraw, doing it in one go is more economical than splitting it into several batches.
One more point to note: topping up your account itself carries no fee — you receive exactly what you deposit. In other words, apart from this $3 withdrawal fee, a balance sitting in your account incurs no cost just for being there.
Refundable and Non-refundable Items
only money that has not yet been spent is refunded; services already rendered are not.
| Refundable | Not refundable |
|---|---|
| The amount credited from a USDT top-up | Amounts already spent (money paid to merchants) |
| Unspent balance on the card | Service fees already incurred, such as card issuance fees and card top-up service fees |
| Targeted compensation issued by the platform | Amounts charged back by a merchant (chargebacks) |
| — | The transfer fee charged by the network when an on-chain transfer is made (if any) |
The on-chain transfer fee refers to the fee charged by the network when you transfer on-chain to top up; it does not pass through the platform and is outside the scope of refunds. Topping up the account itself carries no extra fee.
Arrival Time and Settlement Status
How quickly a withdrawal arrives is decided by two things: the cooldown period (a fixed 24 hours) and the clearing status (whether any unsettled transaction remains on the card). The former is a platform rule; the latter depends on the merchant and the card network — an already-settled transaction can only be cleared by the merchant or expire on its own, and the platform cannot settle it unilaterally.
| Card status | Payout time |
|---|---|
| All cards under the account are closed, with no unsettled transactions | Payout within 24 hours |
| Unsettled transactions remain on the card (pre-authorizations, purchases pending clearing) | 1–7 days, until clearing completes |
| Special cases (e.g. a hotel pre-authorization held for a long time) | Up to 30 days in the worst case |
Progress depends on cooling periods, unsettled transactions and review status. Closure or returning funds does not immediately release pending authorizations; check the current returnable amount and prompt.
The upstream 30-day freeze period: you do not need to wait for this
The issuer keeps a fund-freeze observation period for closed cards (usually 30 days) to settle subsequent claw-backs that may still arrive. This period is a billing window between the platform and the upstream issuer and does not affect you — we pay you first from our own funds and settle with the upstream issuer ourselves once the freeze ends. You do not pay for the upstream billing window.
Two Safety Features: the Cooldown and the Receiving Address
Withdrawal is the last step of money leaving the platform, so this leg carries two dedicated protections:
24-hour security cooldown
The receiving address must be your own wallet
Two Exceptions: Refusal or Delay
Apart from the rules, there are only two exceptions, both stated here without vague wording:
- Refused refund: limited to two situations — 1. a freeze required by law by Hong Kong law-enforcement or judicial authorities; 2. funds matched against the anti-money-laundering blacklist. The former is a legal obligation and the latter a compliance bottom line; the platform has no discretion in either case.
- Delayed refund: a temporary risk-control freeze by the upstream issuer or card network. Such delays are not decided by the platform, but we will keep you informed of progress — you will not be left waiting without news.
Leaving for Good: Closing Your Account (the Other Path)
If you are certain you will no longer use the platform, closing the account settles the account balance in full in a single payout, through the same payout channel as a withdrawal (also a flat $3 per transaction). The only difference: once the process is complete, the account is closed and you can no longer log in or open cards.
Handle your cards first
Close all cards under the account, or first return the card balance to the account, making sure there are no unsettled transactions.
Submit the closure
"Account → Close account"; this requires the account password and an email verification code.
Wait for review
A 24-hour cooling-off period plus manual review, checking identity and fund-compliance status.
Payout and close the account
The balance is paid to the address you entered, then the account is closed.
Fund-state checks before submission
Card records
Check the target card, last transaction, pending authorizations and returnable amount rather than the overview balance.
Merchant orders
Cancel subscriptions and request order refunds with merchants; keep evidence. Fund returns do not replace dispute handling.
Withdrawal request
Check amount, the $3 fee, your own address, token, network and request status, and keep records before submitting.
Policy versions and fee references
Refund policy is the authoritative wording of the account-balance-withdrawal rules. When other pages on the platform (FAQ, guides, blog) cite the balance-withdrawal rules, Refund policy prevails; if the rules are adjusted, Refund policy is updated accordingly.
For fees and other charges, see Pricing; for card types, the card-opening process and limit rules, see Products Overview.
Fund states and supporting records
Balance, authorization, settled spending and merchant refunds are separate records. Check each transaction state before requesting a return; the card overview balance alone is insufficient.
Pending authorization
A merchant hold has not settled and may not be the final charge. Keep the order, authorization time and amount, and track release or settlement.
Settled spending
Spending already paid to a merchant is not unused balance. For cancellation or returned goods, contact the merchant, obtain refund evidence and track the card record.
Returnable funds
Use the returnable amount and applicable conditions shown on the card details. Completing 48 hours since the last transaction is only one check; also review pending authorizations and card status.
Amount and address checks before submission
Card-to-account and account-to-wallet transfers are separate operations. Moving funds does not close the account or cancel a merchant subscription.
Check the requested amount
The flat $3 fee is deducted from the requested withdrawal and includes the chain fee. For example, $50 minus $3 is $47; $500 minus $3 is $497. These examples do not establish a minimum request or arrival deadline.
Check the receiving network
Match the complete address of your own wallet, token and network, and confirm that it accepts USDT on the selected network. Checking only the first and last characters is insufficient.
Keep processing records
Keep the request time, amount, address and status. Check the TxID after payout; if the status remains unchanged, update the original ticket rather than duplicating requests or paying a private address.
Frequently Asked Questions
Can I withdraw the entire account balance?
Yes. Apart from amounts already spent and service fees already incurred, the account balance (including the unspent card balance and targeted compensation issued by the platform) can all be taken back. Withdrawing everything and withdrawing only part both go through the same "prepayment refund" channel, at the same flat $3 per transaction.
How long does a withdrawal take to arrive?
Look at it in two stages: after submission there is a fixed 24-hour security cooldown, and the payout goes out automatically when it ends — cases that trigger risk-control review take at most 72 hours; how fast the payout lands also depends on whether any unsettled transaction remains on the card — if everything has cleared, the payout arrives within 24 hours; if unsettled transactions remain, it takes 1–7 days for clearing, and special cases such as hotel pre-authorizations can take up to 30 days.
How is the $3 fee per transaction charged?
It is deducted directly from the withdrawal amount, with nothing charged on top, and the on-chain transfer fee is included. It is flat per transaction: withdrawing $50 and withdrawing $500 both cost $3. So when the amount is small, doing it in one go is more economical than splitting it into several batches.
What is the minimum withdrawal?
Both TRC20 and ERC20 require an account balance of ≥ $3, and the threshold already includes the $3 fee. Below that amount, neither chain can be paid out.
Can I keep using my account after a withdrawal?
Yes. A withdrawal only moves money; the account and the cards are unaffected, and you can keep topping up and opening cards afterwards. Only the "Close account" process shuts the account down — that is a different path.
What address should I fill in for receiving, and what happens if it is wrong?
Fill in a wallet address that you control, and confirm that the chosen network matches the address type (for TRC20, fill in a TRC20 address). On-chain transfers cannot be revoked once confirmed, and a wrong address cannot be recovered. It is also not recommended to fill in an exchange deposit address.
In what cases can money not be refunded?
Only two: a freeze required by law by Hong Kong law-enforcement or judicial authorities, and funds matched against the anti-money-laundering blacklist. Apart from these, the account balance can always be taken back. If a temporary risk-control freeze by the upstream issuer or card network occurs, that is a delay rather than a refusal, and the platform will keep you informed of progress.
What is the difference between closing an account and withdrawing?
A withdrawal only takes money out and keeps the account; closing the account settles the entire balance in one payout, and the account is closed once the process ends. The two share the same payout channel and the same fee (a flat $3 per transaction); the difference is whether you keep using the platform.
Arrange fund returns under the refund rules
Submit a prepayment refund yourself, choose any amount, pay a flat $3 per transaction (on-chain fee included), and receive automatic payout when the 24-hour cooldown ends.