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Refund Policy

We believe in complete transparency. This page clearly explains when and how you can obtain a refund, the crediting timescales and what to do if something goes wrong with a transaction.

Last updated: 4 May 2026

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Guaranteed Refund Promise

Every transaction on Guardarian can be refunded in full and free of charge. We issue the refund within 24 hours of a valid request, and the credit to your account occurs within 14 working days.

There are no hidden costs, no minimum amount and no complications. If something goes wrong, you get your money back.

1. When you can request a refund

You are entitled to a full refund of the amount charged in the following cases:

  • Duplicate charge: the same transaction has been processed twice due to a technical error.
  • Non-delivery: the purchased service or asset has not been delivered within 24 hours of payment and all automatic delivery attempts have failed.
  • Unauthorised transaction: the payment was made with your payment instrument by an unauthorised party and the event is documented (police report, card block).
  • Manifest pricing error: the amount charged differs from the amount shown on screen before confirmation.
  • Service/product not honoured: the seller has failed to deliver what was promised and you can prove it with documentation (screenshots, photos, emails). In this case you are entitled to an instant refund if you supply valid proof.

2. When a refund is not due

Given the nature of the service (immediate execution of a financial transaction with explicit consent), a refund is not provided for in the following cases, save where the law provides otherwise:

  • a change of mind after the digital asset has been duly delivered;
  • changes in the value of the asset after purchase;
  • errors attributable to the user (typing an incorrect email address, payment details of a card not belonging to the user, etc.) where the transaction nonetheless completed successfully.

3. How to request one

Send us an email at refund@guardarian.com within 30 days of the transaction date, including:

  • the transaction ID (you will find it in the receipt we sent you);
  • the amount and date of the charge;
  • a brief description of the reason for the request;
  • any supporting documentation (screenshots, card theft report, etc.).

Our promise: you will receive a reply within 5 working days. Once approved by our control authority, the refund is issued within 24 hours. The transfer of the money to your account depends on the bank and occurs within 14 days.

4. Crediting timescales

Once the refund is approved, we issue it within 24 hours. The credit to your account depends on the bank: generally it occurs within 14 days, according to these average timescales by card network:

  • Visa, Mastercard, Maestro cards: 3 to 10 working days.
  • American Express cards: 5 to 15 working days.
  • Apple Pay and Google Pay: the same timescales as the underlying card network.

Once we issue the refund, the time it actually takes to appear on your bank statement depends solely on the issuing bank and is outside our control. Guardarian's promise is that the refund is initiated within 24 hours and completed within 14 days on our side.

5. Instant Refund with Proof

If the seller has failed to deliver what was promised (service/product not provided, substandard quality, fraud), you can obtain an immediate refund by uploading proof of the non-performance.

Examples of valid proof:

  • A screenshot of a chat with the seller admitting they cannot provide the service;
  • Photos of the product received showing conditions radically different from those promised;
  • An email confirming non-delivery after 24 hours;
  • Documentation showing that the service was not performed.

Fast-track procedure: Upload the proof directly into our system (if you are a customer). Our team reviews the documentation 24/7 and, if valid, authorises the refund instantly. No delays, no red tape.

6. Bank chargebacks

Independently of this policy, you always retain the right to request a chargeback directly from your bank, in accordance with the payment network's procedures. If you intend to proceed in this way, we suggest you contact us first to see whether the matter can be resolved more quickly through a direct refund.

We ask you not to request chargebacks for legitimate transactions as a means of obtaining an unwarranted refund: unjustified chargebacks create costs for our company and for the payments system, and we reserve the right to contest them with the transaction's supporting evidence.

7. Contacts

For any refund-related question:

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