Effective 17 July 2026
This Refund Policy explains how refunds work across the different ways funds move on XtraPush Pay. Read it alongside our Terms of Service.
XtraPush Pay never holds or guarantees funds exchanged directly between users. We do not process refunds for the direct leg of a trade — that leg settles user-to-user, outside our platform, using each user's own payment method.
For the escrowed leg of a trade (where applicable), funds held with our licensed custody partner are released or returned automatically based on the outcome of the trade: to the counterparty on confirmed completion, or back to the sender if the trade expires, is cancelled before funding is confirmed, or is resolved in the sender's favor through our dispute process.
Digital asset transfers, once confirmed on-chain, are irreversible by their nature — we cannot reverse a completed crypto top-up.
Card and bank top-ups that fail, are cancelled before completion, or are rejected by our payment partners are automatically not charged, or are returned to the original payment method by that partner in line with their own processing timelines.
If you believe you were charged in error for a top-up that never completed, contact us and we will investigate with the relevant payment partner.
Once a withdrawal or cash-out has been submitted to our custody partner or your receiving bank, it cannot be recalled or refunded by us — the same irreversibility that applies to any bank transfer or on-chain transaction applies here.
If a withdrawal fails before reaching your bank or wallet (for example, an invalid account or address), the funds remain in your XtraPush Pay wallet and no refund process is needed — nothing left the platform.
One-off feature purchases (such as a Connection Pass) are non-refundable once the feature has been activated on your account, except where required by applicable consumer protection law.
If you believe a transaction on your account was unauthorized or fraudulent, contact us immediately. We will review the account activity and, where funds are still held in escrow or have not yet settled, may be able to pause or reverse the relevant step.
For any refund question, contact us at legal@xtrapush.co.uk.