This page explains when and how Matrimix returns money, service by service. Refunds never require identity documents. If an operation was not carried out, the money comes back automatically to where it was taken from, usually within minutes. A completed operation cannot be cancelled: the money has already gone to the receiver, the merchant or the blockchain.
QR payments (SBP). A QR payment cannot be cancelled once confirmed. If the payment partner rejects the payment or it does not go through, the amount returns to your RUB balance automatically, and the crypto auto-conversion made for this payment is reversed at the same rate. If the partner does not answer in time, the payment shows «Checking»: the money stays on hold until the final answer and comes back if the payment did not go through, so do not pay the same QR again. If the merchant itself issues a refund for a successful payment, tap «Request a refund» on the payment: we credit the money to your RUB balance once it arrives from the payment partner; timing depends on the merchant and the bank. Our payment fee is normally not returned with a merchant refund.
RUB payouts (SBP by phone or to a bank card). A payout is paid with a stablecoin from your wallet balance. If the bank does not accept the details, rejects or cancels the payout, or it was never sent, the full amount charged returns to your balance. If the payout status is unclear, we check it against the partner's records and never send it twice; a payout that turns out not to have been executed is returned to your balance. A payout credited to valid details cannot be recalled, including when the details are valid but belong to the wrong person.
Swaps on the website. Enter a refund address when you create an order: if the swap does not happen (the deposit came after the deadline, below the minimum, or the exchange could not complete the swap), the coins are returned to that address, minus the network fee and, on some routes, a small refund fee. What happens to a smaller deposit depends on the route and is shown on the order page: on some routes the smaller amount is swapped, on others it is refunded or resolved through support, and on some routes deposits below the route minimum are not refunded. If the exchange holds a deposit for an AML review, it can only be returned to the address you paid from, and this can take several days. A payout sent to the address you entered is final.
Swaps in the wallet. If a swap inside the wallet does not happen, nothing is charged or the coins return to your balance automatically. A completed swap cannot be cancelled.
Withdrawals and transfers. Blockchain transfers are irreversible, so check the address and the network. If a withdrawal could not be sent or was rejected by our checks, the amount returns to your balance. Transfers by Matrimix ID are credited instantly and cannot be cancelled. Coins sent to a deposit address in another network or in another currency may be lost for good.
Virtual cards. If a card issue or top-up is not carried out, the amount charged returns to your wallet balance. A merchant refund for a card purchase is credited to the card balance, with 8% withheld (shown in the card fees). For cards without a withdrawal, closing the card returns the rest to your wallet balance once the issuer refunds it, usually within a few days, minus the fee shown; closing cannot be undone. Disputes about a purchase are settled with the merchant.
Digital goods (Telegram Stars and Premium, Steam, gift cards, subscriptions). If the supplier fails an order, the money returns to your balance automatically. A completed order cannot be cancelled: Stars, Premium and top-ups go to the recipient entered in the order, and a gift card is not refundable once its code is issued, including when its region does not match your account.
AML address check. You are charged only when the report is ready; if the check fails, nothing is charged.
How to reach us. Write to support in Telegram: the /support command in the bot or «Profile → Support» in the Mini App; to dispute a specific operation, use «Profile → Appeals». For a website order, use the support button on the order page. Include the order or operation number and, for blockchain transfers, the transaction hash. E-mail: commercial@matrimix.net. We usually reply within a few hours.