Refund policy

Updated: 30 September 2026. This policy goes together with our terms of service.

1. Every refund goes to your wallet

Refunds land in the wallet of your Kerrax account the moment we process them, and appear in your wallet history.

The wallet cannot be withdrawn. Its balance can only be spent on Kerrax.

We do not refund back to your bank account, do not refund in cash, and do not move a balance to another account.

2. Automatic refunds

The system refunds you without you asking when:

The product sells out after you paid.
The order waits more than 12 hours for us to restock.
The order waits more than 24 hours for a manual check we have not done.
You press Cancel order while the order has not been sent for processing.
We decline the order after reviewing it (the reason is shown on the order page).

3. Underpaid, late or overpaid transfers

Underpaid: the amount received goes to your wallet. Transfer the remainder (same account, same content) before the QR expires and the order goes ahead; if it expires short, the order is cancelled and the money stays in your wallet.
Paid after the QR expired: the money goes to your wallet, but the order is already cancelled — place a new one.
Overpaid: the order is processed normally and the extra stays in your wallet.

These amounts are already in your wallet, so they cannot be sent back to your bank.

Binance Pay — wrong amounts are not refunded. You must send exactly the USDT amount shown. If you send too little, too much, the wrong coin, or not via Binance Pay, we do not refund to Binance and are not responsible for the difference or any lost funds. Wrong transfers are not credited to your wallet either (see the terms, section 4).

4. Cancelling

Unpaid cart: cancel the whole cart; no money has moved, so there is nothing to refund.
Paid but not yet sent for processing (waiting for a manual check, waiting for restock): you can cancel and the money returns to your wallet immediately.
Already sent for processing or delivered: cannot be cancelled. The order page always shows whether cancelling is still possible.

5. Delivered orders: no refunds, except warranty

A delivered order is not refunded because you changed your mind, picked the wrong plan, no longer need it, or entered the wrong recipient email.

The only exception: the account fails within the warranty period and we cannot replace it — then we refund to your wallet.

6. Warranty

Press Report a problem on the order page while the warranty is valid, and describe the issue as precisely as you can (a screenshot speeds things up).
We check and reply during support hours (8:00–23:00), usually within 24 hours.
Outcome: a replacement account (keeping the original order's warranty expiry date), a refund to your wallet, or a decline with a reason.

You can report a problem again later if the order is still under warranty and the previous report was closed.

No warranty and no refund if you changed the password or email of the account we supplied, shared it with other people, broke the underlying service's terms, or reported the problem after the warranty expired.

7. Partial refunds

If an order has several items and only part of it failed (missing items, one code that does not work), we refund the matching part to your wallet with a note referencing the order, and the rest stays as it is. Press Report a problem and say exactly which part failed.

8. Complaints

If you disagree with our decision, write to us on Telegram, Discord or [email protected] with your order code (OD…) and your reasons. We review it and reply within 3 working days.

Please contact us before opening a bank dispute. Disputing a transaction for goods you received leads to the account being locked and the corresponding amount deducted from your wallet (see terms, section 11).