Refund and Cancellation Policy
Last updated: 19 June 2026 · Version 1.0
VND Exchange ("the Operator", "we", "us") is a private exchange service with no separate legal entity. Our master contract with you is a public offer. The only channel through which we operate and through which you can reach us is the Telegram bot and mini-app @VNDExchangeRobot. We do not publish a support handle, an email address, a registration number, or a licence. Support is provided from inside the bot.
We are not a bank, a credit, payment, or e-money institution, a broker, a licensed foreign-exchange agent, or a licensed crypto exchange, and we are not licensed or supervised by the State Bank of Vietnam or by any other authority. We act as a principal counterparty: we buy and sell the asset on our own account for a single, one-off exchange. We are not your agent, broker, fiduciary, adviser, or custodian, and we owe you no best-execution or advisory duty. Crypto, including USDT, is property (a digital asset). It is not money, not legal tender, and not a means of payment. Nothing in this document is investment, legal, or tax advice.
This Policy applies to the website, the Telegram bot, and the mini-app together. It sets out when an order can be cancelled, when and how funds are returned, and what is deducted. Read it together with our Terms of Service (/legal/terms), the AML/KYC Policy (/legal/aml-kyc), the Risk Disclosure (/legal/risk), and the Privacy Policy (/legal/privacy).
1. General principle: completed exchanges are final
An exchange that has been completed is final and cannot be reversed. Once we have sent the outgoing asset — USDT to your wallet, or VND by bank transfer or by courier hand-over — the operation is closed. We cannot recall it, undo it, or convert it back, and you have no right to a refund of a completed exchange.
The default position for every order is that it is irreversible. Cancellation and return are the narrow exceptions described below, and each carries its own deductions. Nothing in this Policy gives you a general right to change your mind after the deal is done.
2. Cancellation before we send the outgoing asset
An order can be cancelled only while it is still pending — that is, before we have sent the outgoing asset to you.
2.1 You may ask to cancel through @VNDExchangeRobot at any point before we release the outgoing asset. If we have not yet sent it, we will cancel the order and return what we received from you under Section 6 and Section 7.
2.2 We may also cancel a pending order at our sole discretion, for example where the rate quoted in the bot has expired, where the incoming funds do not arrive in full or on time, where verification under our AML/KYC Policy is outstanding, or for any of the reasons set out in the Terms of Service. Where we cancel and your funds have already reached us, we return them under Section 6 and Section 7.
2.3 Once the outgoing asset has been sent, the order can no longer be cancelled. Timing is judged by when we dispatch the outgoing asset, not by when you submit the request.
3. Funds that fail an AML check
If the crypto you send us fails our AML check, we do not complete the exchange. We return the funds to the originating source, less a 50% holdback.
3.1 An AML failure means the incoming crypto scores below 80% on third-party blockchain-analytics screening, or is connected to sanctions, scam activity, darknet markets, or mixing/tumbling services. The screening and the threshold are explained in our AML/KYC Policy (/legal/aml-kyc).
3.2 Where the check fails, the return is the original incoming amount minus 50%. The 50% holdback covers the compliance, screening, and handling cost of tainted funds and is retained by the Operator. The remaining 50% is returned.
3.3 We return only after we have confirmed your identity and confirmed that you control the originating source. We send the return to that same source and to no other address or account. If you cannot or will not confirm identity, we hold the funds until you do; we are not obliged to return funds to an unverified person.
3.4 The return is made under the mechanics in Section 6 and at the original amount under Section 7. Network and bank costs of the return come out of the amount returned.
4. Payment from the wrong requisite
Your incoming payment must come from the exact wallet, card, or account you stated in the order. If it comes from a different requisite, a 30% penalty applies and the remainder is returned.
4.1 A "requisite" is the wallet address, bank account, or card you specified in the order. We match the sender against it. A mismatch — a different wallet, a different card, a third party's account — breaks our sender-match rule.
4.2 Where the funds arrive from a non-matching requisite, we may decline to complete the exchange. In that case we apply a 30% penalty to the original incoming amount and return the remaining 70%.
4.3 The penalty exists because a sender mismatch is a primary fraud and money-laundering signal and forces manual review of the deal. It is retained by the Operator regardless of your intent. We return only after identity confirmation, to the verified originating source, under Section 6 and Section 7.
5. Wrong address, wrong network, wrong details
Sends made to the wrong place are your risk, and the loss may be permanent.
5.1 You are responsible for the destination details you give us and for the requisite you send from. If you send to the wrong address, on the wrong network or chain, with a wrong or missing memo/tag, or to wrong bank details, the funds may be unrecoverable.
5.2 We have no obligation to recover, trace, or reimburse funds lost this way, and in most cases recovery is technically impossible. Where a recovery attempt is even feasible, it is at our discretion, at your cost, and with no guarantee of success.
5.3 Check every address, network, tag, and account number before you send. A confirmed crypto transaction and a completed bank or cash transfer cannot be reversed by us. This duty to verify before sending is set out further in the Risk Disclosure (/legal/risk).
6. How a return is made
A return is a new, separate transaction, not a reversal of the original one.
6.1 We send the return to the same verified source the funds came from, and only to that source. We do not send returns to a new wallet, a different card, or a third party.
6.2 We return the same asset we received: crypto is returned as crypto, a bank or card payment is returned by bank or card. You bear all network fees, blockchain gas, bank charges, and intermediary costs of the return, and these are deducted from the amount we send back.
6.3 We make the return only after identity confirmation. Where a holdback (Section 3) or penalty (Section 4) applies, it is taken first; network and bank costs are taken next; the balance is what you receive.
7. Returns are at the original amount, not the current rate
We return the original incoming amount. We do not recalculate a return at the rate prevailing on the day of return or at any other rate.
7.1 If you sent us 1,000 USDT and the operation is reversed, the starting figure for your return is 1,000 USDT — the asset and amount we received — before any holdback, penalty, network cost, or bank cost. The same applies to an incoming fiat payment: we work from the amount that reached us.
7.2 We carry no market risk on a return. Movements in the USDT/VND rate, or in any other pair, between the time we received your funds and the time we return them do not change the figure and give you no claim for a difference, a gain, or a loss.
8. The courier delivery surcharge is non-refundable once the courier is dispatched
For small VND orders we may charge a delivery surcharge for bringing cash to you by courier. That surcharge becomes non-refundable once the courier has been dispatched.
8.1 Until the courier is sent, the surcharge can be cancelled with the order. Once the courier has left to make the hand-over, the surcharge is earned and is not returned, whether or not the hand-over then completes — for example if you are not present, refuse the cash, or cancel late.
8.2 The surcharge is separate from the exchange rate. It is not shown on the website calculator, which is a rate preview only; it is shown and applied inside the bot before you confirm. See the Terms of Service (/legal/terms) for how it is charged.
9. Timeframe and how to request a return or cancellation
9.1 Send all cancellation and return requests through @VNDExchangeRobot. It is the only channel we act on. Quote your order so we can find it.
9.2 We process returns and cancellations within a reasonable time after we have everything we need, which in practice means after identity confirmation and after any screening is complete. We do not commit to a fixed deadline: a return can depend on blockchain confirmation times, bank processing windows, and the time you take to confirm identity, none of which is fully within our control.
9.3 If a dispute arises over a return or a holdback, raise it first through support and follow the pre-claim step in our Terms of Service (/legal/terms) before taking any other step. We deal with disputes in good faith.
10. No statutory cooling-off or consumer return right
An executed exchange is not a consumer purchase that you can return. No cooling-off period, no withdrawal right, and no statutory consumer return right applies to an exchange we have completed.
You agree to the immediate performance of the exchange when you confirm an order in the bot, and you accept that performance is final once the outgoing asset is sent. Where any non-excludable right exists under a law that applies to you, this Policy operates only to the extent that law permits, and the rest of this Policy continues to apply.