Refund & Failure Handling Policy

1. Service definition and refund premise

UpSwap (the "Service", operated by the UpSwap team) is a non-custodial cross-chain swap widget that aggregates multiple upstream liquidity providers (vendors). This policy takes effect on 2026-06-11.

2. Refund triggers

The scenarios below list common failure cases and the corresponding handling paths. Whether a refund applies, and its amount and timing, are ultimately governed by the upstream vendor's rules.

1. 2.1 Quote expired before address submission: the user obtained a quote but did not enter a destination address within the validity window and never initiated a transfer → the order is cancelled automatically; no funds were sent, no refund is needed, and no fee of any kind is charged.
2. 2.2 Funds sent but swap failed: source-chain funds reached the vendor but the swap failed due to an unavailable route, destination-chain congestion, or an internal vendor error → full automatic refund to the source address, minus on-chain gas costs.
3. 2.3 Slippage exceeds minOut: the execution price is worse than the minimum acceptable output the user signed → the transaction automatically reverts, or the vendor's fallback triggers a refund.
4. 2.4 Payment amount out of quoted range: the actual deposit amount is below or above the range allowed at quote time → handled per the upstream vendor's rules, which may result in partial execution, execution at a new rate, or a full refund.

3. Who executes refunds

Refunds are executed by the originating upstream vendor. UpSwap, acting solely as the widget aggregation layer, helps relay order information, track on-chain status, and liaise with vendors; it does not hold funds and therefore cannot originate refund transactions. Users must understand that UpSwap does not guarantee the vendor's final outcome, but commits to following up diligently.

4. Expected refund timelines

• Success or failure determination: usually confirmed within 30 minutes after the order is broadcast.
• On-chain refund broadcast: initiated by the upstream vendor within 1–24 hours, depending on source-chain congestion.
• Edge cases: where multi-chain coordination, manual vendor review, or severe chain congestion is involved, up to 7 business days.

5. Refund chain and asset

All refunds follow the "return by the original route" principle: funds are returned to the user's original payment address, in the original asset on the original source chain. The Service does not accept cross-asset refunds, does not accept cross-chain refunds, and does not accept refunds to a designated third-party address.

6. Successful orders are non-refundable

7. No liability for user errors

1. 7.1 Wrong destination address: if the user entered a wrong destination address (typo, copy error, wrong-chain address format, etc.) and the swap executed successfully, the assets are delivered to that wrong address as instructed. Due to blockchain immutability, neither UpSwap nor the upstream vendor can recover the assets, and the user bears the permanent loss.
2. 7.2 Wrong network selected: the user sent tokens to the wrong chain (for example, sending ERC-20 USDT to a Tron network address). In such cases the assets are, as a rule, unrecoverable; UpSwap can help diagnose the situation but does not guarantee any recovery outcome.
3. 7.3 Compromised key, phishing approvals, fake frontend: these are user-side security responsibilities; UpSwap assumes no liability and has no refund obligation.

8. Support process

1. 8.1 Self-service tracking: visit /track?orderId=<your order ID> to view real-time status, the on-chain tx hash, and vendor processing progress.
2. 8.2 Contact support: email support@upswap.io and include the orderId, the source-chain tx hash, the destination address, the time of failure, and a description of the issue. The more complete the information, the faster the handling.
3. 8.3 First-response SLA: we commit to a first response within 48 hours of receiving complete information (48-hour first-response commitment). Actual resolution time depends on upstream vendor cooperation.

9. Dispute escalation

If support@upswap.io fails to provide an effective resolution within 72 hours, you may escalate the dispute to compliance@upswap.io, where a compliance contact will step in and coordinate with the upstream vendor. If the parties still cannot reach agreement, final dispute resolution follows the arbitration clause in the Service's Terms of Service: governed by British Virgin Islands law, with arbitration administered by the Singapore International Arbitration Centre (SIAC). The Service's liability cap is 500 USD.

10. Fees and refund rules

• Failed orders: no UpSwap service fee is charged; the user only bears non-refundable network costs such as the physical gas of the on-chain refund retransfer.
• Successful orders: the service fee is baked into the executed quote the user accepted; no separate charge is made afterwards, and the fee is not refunded separately in response to after-the-fact disputes.
• Gas non-refundable: on-chain gas is collected by network validators and is non-refundable under any circumstances.

11. Non-custodial limits restated

12. Record retention

To support refund inquiries, dispute handling, and compliance audits, the Service retains order metadata (orderId, source / destination chain, tx hash, amount, timestamps, vendor routing identifier, status change logs) for 6 months. Orders past the retention period may no longer be queryable or appealable; users are advised to save their own transaction records in good time. For the detailed data scope and your rights, see /legal/privacy.

13. Force majeure

For failures, delays, or unrecoverable funds caused by the following force majeure or events beyond the Service's control, UpSwap will do its best to assist with follow-up, but assumes no liability for compensation (no liability assumed):

• Public / private RPC node outages or malformed responses.
• On-chain hard forks, reorgs, consensus halts.
• Upstream vendor insolvency, shutdown, exit, hack, or suspension.
• Sanctions, regulatory orders, or judicial freezes from jurisdictions such as OFAC / the EU / the UK / China Mainland.
• Destination-chain smart contract exploits, bridge attacks, or asset freezes.
• War, natural disasters, regional internet outages, and other force majeure events.

14. Example scenarios

• Scenario A: a user swaps Ethereum USDC to Solana SOL; the funds arrived but a brief destination-chain RPC outage caused the vendor to time out → ruled a failure; the USDC is refunded to the original Ethereum address via the original route within 1–6 hours, minus the on-chain refund gas, with zero UpSwap service fee.
• Scenario B: the user entered a wrong Solana destination address (typo) and the swap executed successfully → treated as successful and final; non-refundable and unrecoverable; the user bears the loss.
• Scenario C: the user's actual deposit is below the quoted range → handled by the upstream vendor per its rules, possibly executed at a new rate or fully refunded; the vendor's notice governs the outcome.
• Scenario D: support@upswap.io provides no resolution within 72 hours → the user emails compliance@upswap.io to escalate; if still unresolved, the dispute proceeds to SIAC arbitration in Singapore per the ToS.

Contact

To check an order status or request a refund, contact support@upswap.io and provide the orderId and the source-chain transaction hash (tx hash). We commit to a first response within 48 hours. If the dispute remains unresolved after 72 hours, you may escalate to compliance@upswap.io; final dispute resolution follows the ToS arbitration clause (BVI law + SIAC arbitration in Singapore).