Last update: Feb 2026
Refunds and Chargebacks Policy
Refunds and Chargebacks Policy
In this Policy, “Scallop”, “we”, “us” and “our” refer to the Scallop Group, acting through the relevant entity involved in the provision, operation, or support of the services offered through the Platform.
In this Policy, “Scallop”, “we”, “us” and “our” refer to the Scallop Group, acting through the relevant entity involved in the provision, operation, or support of the services offered through the Platform.
1. Scope and general principle
1. Scope and general principle
This Refunds and Chargebacks Policy explains how refunds, reversals, chargebacks, and recovery requests are handled in connection with the Scallop platform.
Scallop is a financial technology platform and not an online retailer. Services provided through the Platform involve regulated financial transactions, digital assets, payment processing, and third-party infrastructure. As a general principle, transactions executed through the Platform are final and non-refundable, except where required by applicable law or expressly stated in this Policy.
This Policy should be read together with the Terms and Conditions and applies to all users of the Platform.
This Refunds and Chargebacks Policy explains how refunds, reversals, chargebacks, and recovery requests are handled in connection with the Scallop platform.
Scallop is a financial technology platform and not an online retailer. Services provided through the Platform involve regulated financial transactions, digital assets, payment processing, and third-party infrastructure. As a general principle, transactions executed through the Platform are final and non-refundable, except where required by applicable law or expressly stated in this Policy.
This Policy should be read together with the Terms and Conditions and applies to all users of the Platform.
2. No general right to refunds
2. No general right to refunds
Unless expressly required by applicable law, Scallop does not offer refunds for completed transactions, including but not limited to:
fiat transfers
digital asset transactions
swaps or exchanges
card-related transactions
fees charged for services
Unless expressly required by applicable law, Scallop does not offer refunds for completed transactions, including but not limited to:
fiat transfers
digital asset transactions
swaps or exchanges
card-related transactions
fees charged for services
Users acknowledge that financial transactions, once authorised and executed, cannot generally be reversed.
Users acknowledge that financial transactions, once authorised and executed, cannot generally be reversed.
3. Fiat transactions and bank transfers
3. Fiat transactions and bank transfers
3.1 Incorrect or mistaken transfers -
If a user initiates a fiat transfer to an incorrect beneficiary, incorrect account details, or an account not owned by the user, Scallop is not responsible for the loss of funds.
Scallop may, where technically and legally possible, assist the user in attempting to recover the funds. Recovery is not guaranteed and depends on third-party banks or payment service providers. Any assistance provided may be subject to administrative or processing fees.
3.1 Incorrect or mistaken transfers -
If a user initiates a fiat transfer to an incorrect beneficiary, incorrect account details, or an account not owned by the user, Scallop is not responsible for the loss of funds.
Scallop may, where technically and legally possible, assist the user in attempting to recover the funds. Recovery is not guaranteed and depends on third-party banks or payment service providers. Any assistance provided may be subject to administrative or processing fees.
3.2 Temporary and dynamic virtual accounts -
In certain jurisdictions, deposits may be made via temporary or dynamic virtual accounts. These accounts are generated for one-time or limited use only.
If a user attempts to reuse a temporary virtual account or adds it as a beneficiary for future transfers, such transfers may fail or be rejected. Scallop may assist in investigating such cases but does not guarantee recovery of funds.
3.2 Temporary and dynamic virtual accounts -
In certain jurisdictions, deposits may be made via temporary or dynamic virtual accounts. These accounts are generated for one-time or limited use only.
If a user attempts to reuse a temporary virtual account or adds it as a beneficiary for future transfers, such transfers may fail or be rejected. Scallop may assist in investigating such cases but does not guarantee recovery of funds.
4. Card-related transactions
4. Card-related transactions
4.1 Virtual and physical cards -
Once funds are deposited to a virtual or physical card issued or supported through the Platform, such funds are generally non-refundable.
Scallop cannot reverse or refund card funding transactions once they have been successfully completed.
4.1 Virtual and physical cards -
Once funds are deposited to a virtual or physical card issued or supported through the Platform, such funds are generally non-refundable.
Scallop cannot reverse or refund card funding transactions once they have been successfully completed.
4.2 Chargebacks -
Chargebacks are governed by the rules of the relevant card scheme and card issuer. Scallop does not control chargeback decisions and is not responsible for outcomes determined by card networks or issuers.
4.2 Chargebacks -
Chargebacks are governed by the rules of the relevant card scheme and card issuer. Scallop does not control chargeback decisions and is not responsible for outcomes determined by card networks or issuers.
5. Digital assets and crypto transactions
5. Digital assets and crypto transactions
5.1 Irreversibility -
All digital asset transactions are final and irreversible once executed on the relevant blockchain or system. Scallop cannot reverse, cancel, or recover digital asset transactions once they have been confirmed.
5.2 Wrong network deposits -
If a user deposits digital assets using an unsupported or incorrect blockchain network, Scallop is generally unable to recover such assets. Where, and only where, the relevant custody or infrastructure provider used by Scallop supports the blockchain network in question, Scallop may, at its discretion, attempt a manual recovery of the digital assets following the submission of a support ticket by the user.
Any such recovery attempt is subject to:
technical feasibility
third-party cooperation
manual intervention
5.1 Irreversibility -
All digital asset transactions are final and irreversible once executed on the relevant blockchain or system. Scallop cannot reverse, cancel, or recover digital asset transactions once they have been confirmed.
5.2 Wrong network deposits -
If a user deposits digital assets using an unsupported or incorrect blockchain network, Scallop is generally unable to recover such assets. Where, and only where, the relevant custody or infrastructure provider used by Scallop supports the blockchain network in question, Scallop may, at its discretion, attempt a manual recovery of the digital assets following the submission of a support ticket by the user.
Any such recovery attempt is subject to:
technical feasibility
third-party cooperation
manual intervention
Recovery is not guaranteed and may take several business days or longer to complete. A processing or recovery fee of USD 50 applies per case and must be paid prior to any recovery attempt.
5.3 Swaps and exchanges -
The following transactions are strictly non-refundable:
crypto to crypto swaps
fiat to crypto swaps
crypto to fiat swaps
addition of funds or collateral injection to virtual or physical cards
Recovery is not guaranteed and may take several business days or longer to complete. A processing or recovery fee of USD 50 applies per case and must be paid prior to any recovery attempt.
5.3 Swaps and exchanges -
The following transactions are strictly non-refundable:
crypto to crypto swaps
fiat to crypto swaps
crypto to fiat swaps
addition of funds or collateral injection to virtual or physical cards
6. Unauthorised transactions
6. Unauthorised transactions
If a transaction is unauthorised due to loss or theft of a payment instrument, the user must notify Customer Support immediately. User liability and any potential refund are governed by applicable mandatory law and the Terms and Conditions. Refunds, where legally required, are processed in accordance with regulatory timelines.
Scallop is not responsible for losses resulting from:
disclosure of login credentials
phishing or social engineering
unauthorised access caused by user negligence
If a transaction is unauthorised due to loss or theft of a payment instrument, the user must notify Customer Support immediately. User liability and any potential refund are governed by applicable mandatory law and the Terms and Conditions. Refunds, where legally required, are processed in accordance with regulatory timelines.
Scallop is not responsible for losses resulting from:
disclosure of login credentials
phishing or social engineering
unauthorised access caused by user negligence
7. Account tiers and usage limitations
7. Account tiers and usage limitations
Certain account tiers are subject to usage restrictions.
For example, Voyager Tier 1 accounts are designed for personal, self-use only and support transfers to accounts in the user’s own name. If a user attempts to transfer funds to third-party accounts or virtual accounts not held in their name, funds may be frozen or rejected by third parties. Scallop is not responsible for such freezes or losses. Where a user requests statements or confirmations to support third-party investigations, Scallop may charge a fixed administrative fee.
Certain account tiers are subject to usage restrictions.
For example, Voyager Tier 1 accounts are designed for personal, self-use only and support transfers to accounts in the user’s own name. If a user attempts to transfer funds to third-party accounts or virtual accounts not held in their name, funds may be frozen or rejected by third parties. Scallop is not responsible for such freezes or losses. Where a user requests statements or confirmations to support third-party investigations, Scallop may charge a fixed administrative fee.
8. Fees and administrative charges
8. Fees and administrative charges
All fees charged for services, investigations, recovery attempts, documentation, or administrative support are non-refundable unless otherwise required by applicable law.
All fees charged for services, investigations, recovery attempts, documentation, or administrative support are non-refundable unless otherwise required by applicable law.
9. Third-party services
9. Third-party services
Scallop relies on third-party banks, payment service providers, card issuers, and blockchain networks. Scallop is not responsible for refunds, reversals, or delays caused by third parties. Any assistance provided by Scallop in such cases is on a reasonable effort basis only.
Scallop relies on third-party banks, payment service providers, card issuers, and blockchain networks. Scallop is not responsible for refunds, reversals, or delays caused by third parties. Any assistance provided by Scallop in such cases is on a reasonable effort basis only.
9. Third-party services
9. Third-party services
Scallop relies on third-party banks, payment service providers, card issuers, and blockchain networks. Scallop is not responsible for refunds, reversals, or delays caused by third parties. Any assistance provided by Scallop in such cases is on a reasonable effort basis only.
Scallop relies on third-party banks, payment service providers, card issuers, and blockchain networks. Scallop is not responsible for refunds, reversals, or delays caused by third parties. Any assistance provided by Scallop in such cases is on a reasonable effort basis only.
10. How to request assistance
10. How to request assistance
Users may contact Customer Support via the Platform or at support@scallopx.com to report issues or request assistance. Users acknowledge that submitting a request does not guarantee a refund or recovery
Users may contact Customer Support via the Platform or at support@scallopx.com to report issues or request assistance. Users acknowledge that submitting a request does not guarantee a refund or recovery
11. Policy updates
11. Policy updates
This Policy may be updated from time to time. The latest version will always be available on the Platform.
This Policy may be updated from time to time. The latest version will always be available on the Platform.
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