Refund Policy

Last updated: 16 June 2026

1. When refunds are issued

Zap Exchange automatically issues a refund when:

• The destination crypto address you provided is invalid for the selected network.
• Our payout providers reject your address (e.g. AML screening, unsupported network).
• An auto-credit deposit cannot be delivered to your linked wallet after our retry cycle is exhausted.
• A swap remains in a failed state for more than 30 minutes with no successful payout.

2. How refunds are sent

Refunds are returned to the original payment source automatically. You do not need to provide bank details for most refunds.

• NGN deposits via card or bank: refunded to the card or bank account that funded the original payment, using our payment gateway's native refund API. Settlement: typically 1–10 business days.
• NGN deposits where source refund is unavailable: refunded as a bank transfer to the refund account on file. Settlement: minutes.
• Crypto deposits (USDT-TRC20): returned on-chain to the address that funded the deposit. Settlement: minutes.

3. Fees deducted from refunds

To keep Zap sustainable, the following non-recoverable costs are deducted from every refund:

• Platform service fee: 1% of the original deposit amount. This covers the work already performed: quote generation, KYC checks, custody, and address validation.
• Payment-gateway fees: the fee our payment gateway charged on the original deposit, which they retain on refund (typically 1.5% + ₦100, capped at ₦2,000). Zap does not mark this up.
• Blockchain network fees: for crypto refunds, the on-chain TRX/gas required to broadcast the refund transaction is deducted from the returned amount.

The exact breakdown for your refund appears on the swap receipt and your transaction history. Example: a ₦20,000 deposit with a ₦400 gateway fee returns ₦19,400 (₦20,000 − ₦200 platform fee − ₦400 gateway fee).

4. What is NOT refundable

• Completed swaps where the destination wallet has received the crypto.
• Deposits sent on the wrong network (e.g. BEP20 to a TRC20 address) — the funds never reach our custody and cannot be recovered.
• Deposits to a virtual account after the linked wallet has been disabled.
• Market-movement loss between the time of deposit and the refund being issued.

5. Tracking your refund

Every refund is tagged with a reference visible in your transaction history. Status flows: pending → confirmed for gateway refunds, and sent → confirmed for bank/crypto refunds. You will receive an email at each transition.

6. Disputes

If a refund has not arrived after the timelines above, or you believe the deducted fees are incorrect, contact support@zapexchange.app with your swap ID. We respond within one business day.