Refund and Transaction Finality Policy
Last updated 27 August 2026
1. Purpose
This policy explains when a transaction on Zelencio can be reversed, when it cannot, and how to ask for a review. It covers on-chain transfers, internal transfers, trades and swaps, vouchers, gifts, P2P orders and escrow deals.
2. The Governing Principle
Digital asset transactions are designed to be final. Once you authorise a transaction with your PIN and two-factor code, it is treated as signed by you and is executed immediately. Zelencio has no technical ability to reverse a completed transaction. This is not a policy choice we could soften — it is how blockchains and settled ledgers work.
3. On-Chain Transactions Cannot Be Reversed
Once a withdrawal is broadcast, it belongs to the blockchain. We cannot cancel it, redirect it or recall it. This applies fully to funds sent to a wrong address, sent over a wrong network, sent to a contract address, or sent to an exchange that does not support that asset. Confirm both the address and the network before you slide to confirm.
4. Trades and Swaps Cannot Be Undone
An executed trade or swap is final. Regret about the price is not grounds for reversal, and a price that moved after your order filled is normal market behaviour, not an error.
5. Internal Transfers
Transfers to another Zelencio account settle instantly and are final. We show you the recipient’s avatar, username and verification status before you confirm precisely so you can catch a mistake in time. If you send to the wrong person, we can contact them on your behalf as a courtesy but we cannot compel them to return the funds.
6. Vouchers and Gifts
An unclaimed voucher can be cancelled by its creator and the principal returned. An unclaimed crypto gift returns to the creator automatically when it expires. In both cases the service fee is not returned. Once a code has been redeemed by another user, it cannot be recovered.
7. P2P Orders
Crypto held in P2P escrow is released to the buyer, returned to the seller, or allocated by our dispute team. The fiat leg of the trade never passes through Zelencio, so we cannot refund it, recall it or compel a bank to reverse it. That is a matter for your bank and, if needed, the police.
8. Escrow Deals
Locked funds are released on completion, returned on mutual cancellation, or allocated by our dispute team. Every milestone release is final. Escrow service fees are non-refundable once the deal has started.
9. When We Do Correct Something
We will correct a transaction where the fault is ours: a platform bug that debited the wrong amount, a duplicate charge caused by a system error, a fee applied incorrectly, or a trade executed at a clearly erroneous price caused by a corrupted feed. In those cases we restore your account to where it should have been, without you having to ask twice.
10. How to Request a Review
Open a ticket in the support centre or email help@zelencio.com within 30 days of the transaction, including the transaction ID or hash, the date and time, the amount and asset, and a clear description of what went wrong. We acknowledge within 48 hours and aim to conclude a review within 14 business days, longer where a blockchain investigation or a third party is involved. Our decision closes the matter on the platform.
11. What This Policy Does Not Cover
Losses from phishing, from sharing your credentials, from releasing funds on a fake payment screenshot, from a rooted or malware-infected device, or from a counterparty who simply did not deliver, are not refundable by Zelencio.