Will I get my money back if a crypto swap fails?

A swap that cannot complete is normally refunded to the refund address you gave, less any network fee. It depends on the provider's checks, and blockchain transfers cannot be reversed, so the refund address must be correct.

How long does a refund take?

Once the provider decides the swap cannot complete, the refund is sent and needs confirmations on the refund network. It can be quick on fast chains and slower on Bitcoin. The refund transaction appears on the order page.

My swap says expired. Did I lose my deposit?

If you sent nothing before the address expired, nothing is lost. If you sent to an expired address, contact support with the order id and transaction hash right away.

What if I sent to the wrong network?

Recovery depends on the networks involved and is not guaranteed. Email support with the order id and the transaction hash and we will tell you what is possible.

Failed crypto swap: how refunds work

Why a swap can fail

The deposit was below the required amount, often because a wallet or exchange took a fee out of it.
The deposit address or quote expired before any deposit arrived.
The rate moved further than the allowed tolerance before the swap ran, so the minimum could not be met. See slippage.
The amount was outside the pair's limits.
The provider declined or paused the deposit during its own checks.

Where a refund goes

A refund goes to the refund address you entered when you created the order, on the network you sent from. That is why the address must be one you control. If it is wrong, the refund goes to the wrong place, and blockchain transfers cannot be reversed.

Refunds can be reduced by the network fee needed to send them, and some providers keep a small refund fee.

Expired is not the same as failed

If no deposit was seen before the address expired, there is nothing to refund. Start a new swap for a fresh quote and address. Never send to an old address: a deposit to an expired address may not be recoverable.

How long a refund takes

A refund is sent once the provider decides the swap cannot complete, and then it needs confirmations on the refund network. Bitcoin can take much longer than a fast chain. The order page shows the refund transaction when it is sent.

What to do

Open the order page and read the status and any note.
Check your deposit in a block explorer. If it is unconfirmed, wait.
Do not send the deposit again.
If it is still stuck, email the order id, the deposit transaction hash and your refund address to support.

Questions

Will I get my money back if a crypto swap fails?: A swap that cannot complete is normally refunded to the refund address you gave, less any network fee. It depends on the provider's checks, and blockchain transfers cannot be reversed, so the refund address must be correct.
How long does a refund take?: Once the provider decides the swap cannot complete, the refund is sent and needs confirmations on the refund network. It can be quick on fast chains and slower on Bitcoin. The refund transaction appears on the order page.
My swap says expired. Did I lose my deposit?: If you sent nothing before the address expired, nothing is lost. If you sent to an expired address, contact support with the order id and transaction hash right away.
What if I sent to the wrong network?: Recovery depends on the networks involved and is not guaranteed. Email support with the order id and the transaction hash and we will tell you what is possible.