Terms and Conditions

HiExchange platform reserves the right to approve or disapprove refund requests.

Bank Transfers are non-refundable. Customers must be certain regarding their order before making the payment.

For refund requests that are not bank transfers, customers will have to contact HiExchange support team in order to submit a refund request via the Live Chat section on the platform or the following email address: [email protected].

Depending on the situation and the specific reason for the refund request, the associated fees and charges as well as a penalty will be charged based on the circumstances. In case the customer is at fault, the charges will be deduced from the initial transaction amount. On the other hand, if the HiExchange team is at fault, there will be a full refund sent to the customer.

In case a refund request is submitted by the customer and the request is approved, The associated fees (including refund fee and a possible penalty) are deducted from the original amount received in HiExchange accounts from the customer.

Any refund operations due to any reason, will be communicated with the customer with the email address they have provided to HiExchange and will be done after customers’ confirmation.

Customers must provide a valid email address at HiExchange platform. In case the email address is invalid, HiExchange will not accept any request nor communicate with another email address.

All refund policies regarding PayPal payments are extensively discussed in the PayPal refund policy (anchor) section.

For Cryptocurrency orders, HiExchange will receive the crypto assets and immediately exchange them into Tether USDT to avoid market volatility. In case of a refund request, HiExchange will buy back the asset via USDT and make the refund. In such cases, the refund amount may vary due to the market volatility.

Users must put the Track ID (Order ID) as the description of the transaction when sending Webmoney to HiExchange’s purse.

Webmoney orders with a missing Track ID will be suspended. Consequently, customers can submit a refund request to the HiExchange support team. HiExchange team reserves the right to approve or disapprove the refund request based on the circumstances.

The refund fee will be 0.8% of the received funds. Furthermore, there may or may not be a penalty charged for the refunded transaction.

HiExchange cannot exchange WebMoney for Cryptocurrencies or Perfect Money as it is strictly forbidden by WebMoney.

Please note that WebMoney accounts, depending on the type of the account, are subject to daily and monthly transfer limits. Users must be aware of their account limit before placing a WebMoney exchange order.

If HiExchange is sending WebMoney to users’ purse, the WebMoney fee is paid by HiExchange.

You can find your WebMoney account limit by checking the table below:

HiExchange will send PayPal funds through “Selling goods and services, the transaction fee is variable from 2.9 % to 5.9 % + 0.30 $ fixed fee.

HiExchange can send PayPal funds via “Friends and Family” upon request for those who cannot receive via the “Goods and Services” methods. For that, customers can get in touch with HiExchange’s support team to make an inquiry. Furthermore, the customer who is receiving PayPal funds via “Friends and Family” must agree to the terms and conditions that are sent to them via email.

Customers must provide HiExchange with a valid and active PayPal account capable of receiving the funds without limitations.

In case of a failure to send funds to the provided PayPal account, HiExchange team will notify the customer and contact them in order to receive the correct address. However, should the customer fail to get in contact with HiExchange, the assets will be frozen until HiExchange can communicate with the customer.

HiExchange will keep the assets frozen in case a transaction fails to go through. Although HiExchange does not provide refunds, in case a refund is approved by the platform, all fees and charges will be deducted from the original amount.

In case a customer wishes to send back the received funds via PayPal, HiExchange reserves the right to first, approve the request and second, decide for the timing of the refund transaction. In this case, HiExchange will send back the funds within a minimum of 72 hours. Moreover, the refund fees plus a possible penalty may also be deduced from the original amount.

If customers want to request a refund after receiving PayPal in their account, they must not commit to the refund without consulting the HiExchange support team first.

Refunding PayPal amounts without discussing it with HiExchange support team might lead to losing the assets. In the best-case scenario, 1.5% to 2% of the refunded amount will be deducted from your original amount.

HiExchange reserves the right to send funds via PayPal using multiple accounts.

PayPal can hold the transferred assets from 24 hours to 21 days for a confirmation. If the confirmation button is accessible from our side, we will confirm the payment quickly. Otherwise, customers will have to wait for PayPal to unhold the sent amount.

HiExchange will not be accountable in case the users PayPal account gets limited by PayPal due to any reason. But in case of such incidents happening, you can always contact HiExchange Support team to guide you for lifting the limitations.

There are a variety of reasons on why PayPal may limit an account. The reasons below are some of the more common reason:

You are new to receiving payments via PayPal

Your account was inactive for a long time

Your previous customers filed formal complaints for a refund, dispute, or chargeback

You have a suspicious selling pattern due to PayPal algorithms

You are selling riskier items

For more information about this issue you may visit this page:

HiExchange reserves the right to approve or disapprove all PayPal refund requests based on the circumstances.

In case the customer’s PayPal account cannot receive funds and the payment is suspended, , the platform will refund the amount received in our account and HiExchange is not responsible for PayPal fees deducted from the customer’s account after receiving the amount.

All PayPal Invoice orders are non-refundable. Once the payment in the destination website is done, it cannot be reversed. 

The customers must provide all the related information that is necessary for the purchase. In case they fail to provide sufficient information, the order will be suspended. In such a case, the HiExchange support team will contact them via the email address they have provided. Should the customer fail to answer HiExchange support, the order will remain suspended until the issue is resolved by the customer.

HiExchange will not sign up or open an account on any website on behalf of the customers for the PayPal Invoice order. The customer must provide the username and password for their account on the website to grant HiExchange sales team access for the purchase.

In case the destination website for the PayPal Invoice purchase requires any sort of authentication such as email verification or phone number verification, the order will be suspended and the HiExchange team will contact the customer with instructions. In case the customer fails to answer HiExchange, the order will remain suspended until the issue is resolved.

If there is additional information regarding the Invoice order that the customer wants to share with HiExchange, they must contact HiExchange support team and notify them before making their payments. Failing to provide sufficient information can lead to the suspension of the Invoice order.

When sending any form of cryptocurrency to HiExchange wallets, customers must attach a screenshot of their wallet that includes the TXID.

A cryptocurrency exchange order without TXID or other required information included in the screenshot, will lead to suspending the order from HiExchange until the customer provides a screenshot with all required data.

If customers are sending Binance Coin (BNB) or Ripple (XRP) they should also include the Tag in their order details.

All cryptocurrency exchange orders will be processed after the transferred crypto assets are received in HiExchange wallets.

Transaction fees to HiExchange wallets are to be covered by the user.

HiExchange will transfer the exchanged amount to the designated account stated by the customer. The exchanged assets are exactly based on the amount received in the wallet.

Every Crypto exchange order must be paid in less than 20-minutes.

If a crypto order stays in the unpaid situation for more than 1 hour, the order will be automatically canceled and users should place a new order.

Cryptocurrency exchanges are non-refundable. Crypto transactions are irreversible and can only be refunded by the receiving party. In case there is a refund request submitted by the customer, HiExchange reserves the right to approve or disapprove the request based on the circumstances.

In case the customer has failed to deliver the funds to HiExchange wallet address, a refund will not be accepted.

In case the customer has successfully sent funds to HiExchange’s wallet, they can submit a refund request to the support team. Generally speaking, the associated fees and a possible penalty can be reduced from the initial transaction amount from the party who is at fault for the refunded order. For more information, read Refund Policy.

The transaction fee for sending assets to HiExchange’s Perfect Money accounts are to be paid by the user.

HiExchange will not provide refunds on Perfect Money orders on a standard basis. However, users can submit a request for a refund and HiExchange reserves the right to approve or disapprove the refund request based on the circumstances. In case of a refund approval, a transaction fee of 0.5% of the received amount will be deducted. Furthermore, there may or may not be a penalty associated with the refund.

Based on Perfect Money policy, the transaction fee for sending money from unverified accounts is 1.99%.

Perfect Money e-voucher orders are irreversible and will have no refund.

The e-voucher code and activation code will be delivered to the customer by following up with the track id provided for the customer. The customers will have full responsibility for keeping their track id safe. In case the customers fail to keep their track id secure and someone finds access to their voucher code, HiExchange will not be held responsible for the loss of funds.

For redeeming e-vouchers, In case the customer provides an invalid voucher code, HiExchange will not follow up with the order. In this case, the customer can verify their code manually and create another order.

All Mastercard & Visa Invoice orders are non-refundable. Once the payment in the destination website is done, it cannot be reversed.

The customers must provide all the related information that is necessary for the purchase. In case they fail to provide sufficient information, the order will be suspended. In such a case, the HiExchange support team will contact them via the email address they have provided. Should the customer fail to answer HiExchange support, the order will remain suspended until the issue is resolved by the customer.

HiExchange will not sign up or open an account on any website on behalf of the customers for the Mastercard & Visa Invoice order. The customer must provide the username and password for their account on the website to grant HiExchange sales team access for the purchase.

In case the destination website for the Mastercard & Visa Invoice purchase requires any sort of authentication such as email verification or phone number verification, the order will be suspended and the HiExchange team will contact the customer with instructions. In case the customer fails to answer HiExchange, the order will remain suspended until the issue is resolved.

If there is additional information regarding the Invoice order that the customer wants to share with HiExchange, they must contact HiExchange support team and notify them before making their payments. Failing to provide sufficient information can lead to the suspension of the Invoice order

The customers must pay close attention to the data provided by HiExchange including first name, last name, Routing Number, Account Number, IBAN, email address, etc. In case the customer fails to make a transaction based on the correct information provided by the platform, HiExchange will not have any responsibility for the loss of funds.

The bank account provided by HiExchange platform will only be valid for 2 hours. If the customer requires more time to make the payment, they must reach out to  the HiExchange support team.

HiExchange will only accept a bank receipt or a screenshot of the payment receipt prov ided by the bank as a valid proof of payment.

Customers must send the currency that is chosen in the exchange process. In case a customer sends another type of currency that is not selected in the order, HiExchange platform will first convert the received currency to the currency selected in the exchange order. By doing so, the exchange and network fees for the conversion will be applied to the order and charged from the customer.

In case the bank transfer from the customer is suspended by the bank, (for security reasons or other) HiExchange will not make the payment to the customers as long as their bank transfer is pending. If the bank transfer is rejected by the bank, HiExchange will not process the order and will not send any funds to the customer.