This Refund Policy is the standalone version of the refund commitments described in Section 4 of our Terms of Service. Both documents describe the same policy.
1. Scope
This Refund Policy applies only to paid-tier orders (patterns of 4 or more characters). Free-tier generation (1–3 characters) involves no payment and is not subject to refunds.
2. When refunds are issued
GPU generation starts immediately after payment confirmation. We will issue a full refund in the following cases only:
- Payment confirmed but GPU generation did not start within 30 minutes due to our system failure.
- Generation completed but the delivered address does not match your requested pattern (including partial-match cases where the delivered prefix or suffix differs from the one you specified at order creation).
- Technical failure on our side prevents delivery and we cannot retry within 24 hours, except where the failure results from a Force Majeure event under Section 12 of the Terms.
Refunds are issued in USDT to the sending address within 48 hours of the confirmed refund request.
3. Compensation credit for buyer-caused payment issues
If an order cannot be fulfilled because of a buyer-side issue — sending the wrong amount, or paying after the order's payment window expired — and the funds were actually received by us on the correct TRON (TRC-20) network, we do not issue an on-chain refund. Instead, at our sole discretion, we may issue one or more single-use compensation credit codes, together equal to the amount actually received (not the original order price), usable toward future generation attempts.
Each code is valid for one order and capped at our highest plan price at the time of claim; any amount received above that cap is issued as additional single-use codes, not refunded on-chain or forfeited. To claim, contact support via Telegram (@customtronbot) or email ([email protected]) with your order ID and transaction hash within three (3) days of payment. Claims after this period are forfeited. The credit is toward future service, not a return of cryptocurrency. Wrong-network transfers are excluded — see below.
4. When refunds are NOT issued
- Change of mind once generation has begun.
- Incorrect patterns entered by the user.
- Addresses generated correctly but not imported to a wallet, and orders that reached "completed" status but were not collected (key-combination / unlock not finished) for any reason on your side — including loss of the Generation Private Key, a closed or refreshed browser, or failure to save the key. A "completed" order is a fully delivered service; because of our split-key design we cannot perform or reproduce the collection step for you (see Section 1 and Section 8 of the Terms).
- Transfers sent on the wrong network (e.g. ERC-20, BEP-20) — these never reach us and cannot be refunded, compensated, or recovered.
- Payments with an incorrect amount, or sent after the payment window expired, are not eligible for an on-chain refund — but may qualify for a compensation credit; see Section 3 below.
- Loss of access caused by the user (lost private keys, compromised devices, phishing, etc.) — see Section 8 of the Terms.
- Orders refused, cancelled, or not completed under our Prohibited Use policy — including for failure to pass source screening, or for suspected impersonation, deception, or other prohibited use. Such a refusal is a decision to decline service and does not constitute a technical failure, delivery failure, or non-performance on our part; it is not eligible for a refund or compensation credit, notwithstanding any other provision. See Section 6 of the Terms.
5. How to request a refund
Contact support via Telegram with your order ID:
We may require reasonable verification of your identity (e.g., proof of control of the original payment-sending address) before processing.
6. On-chain irreversibility
Once a refund transaction is broadcast to and confirmed by the TRON network, it is final. The TRON network operates independently of CustomTron, and we cannot reverse, freeze, or recall any on-chain transaction once confirmed. See Section 8 of the Terms for details.