Refund Policy

Dollarpesa's Refund Policy for Virtual Currency Exchanges

1. Final and Non-Refundable Transactions:

Once a virtual currency exchange transaction is completed on Dollarpesa, it becomes final and non-refundable. This emphasizes the importance of double-checking all transaction details before confirming. The correct wallet address plays a pivotal role in ensuring the accuracy of the transaction. It's important to remember that payments completed to an incorrect address cannot be refunded, so always double-check your payment details first.

2. Refund Requests and Equivalent Amounts:

In the event that a refund request is submitted, Dollarpesa will process the refund at the current exchange rate, deducting a 30% refund fee. It is important to emphasize that refunds are only applicable to KYC verified users and successful transactions. Incomplete, inaccurate, or suspicious transactions will not qualify for refunds.

Please note: that unverified users will not be eligible for refunds.

3. Investigation of High-Risk Transactions:

Dollarpesa takes stringent measures to combat fraudulent activities within its platform. Transactions suspected of being involved in stolen funds or illegal activities may be frozen for further investigation. This ensures a secure environment for all users and helps maintain the integrity of the virtual currency exchange ecosystem.

4. Refunds for Crypto to Fiat Transactions:

For transactions that convert cryptocurrencies to fiat currencies, refunds will be processed exclusively to the specified wallet address, ensuring that funds are securely and efficiently returned to the rightful owner. It's important to remember that payments completed to an incorrect address cannot be refunded, so always double-check your payment details first.

5. How to Request a Refund:

Verified customers may request a refund by contacting Dollarpesa at, and providing the transaction number for reference. Unfortunately, unverified users are not eligible for refunds. By including the transaction number, our support team can efficiently locate the transaction and begin the refund process promptly.

6. Available Refund Methods:

Dollarpesa provides various refund methods such as SEPA, SWIFT, Faster Payments, E-wallet, or virtual currency. There is an additional 15% fee. Users can select the most suitable option according to their preferences and needs.

7. Processing Time:

Refunds may take 15 to 30 business days to process, varying based on the Card or bank's policies. E-wallet and Crypto refunds typically require 10-15 days. Users should consider these timelines when expecting a refund. Emergency Refund Requests incur a 35% charge, with a possibility of refund within 1-2 hours.

Dollarpesa's refund policy for virtual currency exchanges ensures a fair and secure environment for users. By understanding the specific terms and conditions outlined in the policy, users can make informed decisions and take necessary precautions during transactions. Remember to double-check all transaction details, provide accurate wallet addresses, and report any suspicious activities promptly. Dollarpesa strives to maintain a reliable platform where users can engage in virtual currency exchanges with confidence.