Refund Policy

Attention: please read this refund policy carefully before using the website. By accessing, browsing, or registering to use our website, you agree to be bound by this policy. If you do not agree, do not access or use the website or any related services.

This Refund Policy (“Policy”) governs the conditions under which refunds are processed by Sheepy, by Sheepy LLC, a company incorporated under the laws of Georgia with company number 400417697 and its registered office at Tbilisi, Gldani District, Omar Khizanishvili Street, N 264, within the Free Industrial Zone of Tbilisi Technology Park, through the website https://www.sheepy.com (the “Website” or “Sheepy”), API, or through any other means. A copy of this Policy is always available on the legal page of the Website. It forms an integral part of Sheepy’s overall legal framework and should be read in conjunction with the Terms of Use, Privacy Policy, and other applicable policies.

By using Sheepy’s services, you acknowledge and agree to the terms set forth below.

1. Submitting a refund request

All refund requests must be submitted directly to Sheepy. Customers are not permitted to request cryptocurrency refunds through merchants. Refund requests may be submitted either through the designated online refund request form or by emailing Sheepy’s support team at [email protected]. Upon receiving a refund request, Sheepy will evaluate the request based on internal eligibility criteria. Where applicable, Sheepy will contact the customer to confirm necessary details before processing any refund. A refund will not be issued until the request has been formally acknowledged, reviewed, and confirmed by Sheepy’s support and compliance team.

2. Overpayments and underpayments

If the amount of cryptocurrency sent does not match the total specified on the corresponding Sheepy invoice, the invoice may be marked as invalid by the system. In cases where the customer sends more than the invoiced amount and the overpayment exceeds the minimum system-defined threshold, a refund for the surplus may be automatically triggered, provided the transaction is confirmed on-chain. If the customer sends less than the invoice total, the invoice will display the remaining unpaid amount, and the customer may send an additional payment to complete the transaction. In circumstances where the invoice fails to update or reflect the correct status, customers must contact the merchant. Sheepy will not resolve invoice discrepancies without the merchant’s authorization, as the final decision on acceptance of partial or mismatched payments rests solely with the merchant.

3. Refunds for KYT-blocked transactions

If a transaction is blocked due to KYT (Know Your Transaction) checks or internal compliance rules, Sheepy is unable to settle the payment to the merchant. In such instances, Sheepy will automatically initiate a refund to the originating wallet address, using the same blockchain network and currency as the original transaction. All such refunds are subject to the deduction of standard network fees and an applicable refund service fee charged by Sheepy. Refunds resulting from compliance flags may require additional time to complete due to internal risk analysis, documentation review, and mandatory audit controls.

4. Incorrect blockchain network use

Customers are responsible for ensuring that all payments are made using the exact blockchain network specified on the Sheepy invoice. If a customer sends a payment using an unsupported or incorrect network, the funds may be lost, inaccessible, or delayed indefinitely. Sheepy does not support cross-chain transactions and disclaims any responsibility for funds sent via incompatible networks. If a customer makes such an error, they must immediately contact [email protected] with full transaction details, including the transaction hash and the network used. Sheepy will assess the possibility of recovery but makes no guarantee regarding retrieval or reimbursement of such funds.

5. Refund processing times

Refund processing times vary depending on the blockchain used and the nature of the refund request. In general, most refunds are processed within 10 business days of approval. However, Sheepy reserves the right to extend this timeline in the event of complex transaction scenarios, compliance investigations, or network-level congestion. Customers will be notified if significant delays are expected.

6. Destination of refunded funds

All refunds are returned to the original wallet address used for the transaction. Sheepy does not permit refunds to alternate wallet addresses under any circumstances. This measure is in place to prevent fraud, eliminate the risk of misdirection, and preserve the integrity of transaction tracking. Refunds are executed in the same cryptocurrency and on the same blockchain network used in the original payment.

7. Fees applicable to refunds

Refunds issued by Sheepy are subject to the deduction of two categories of fees. First, standard blockchain network fees, which vary depending on the network and current levels of congestion, will be subtracted from the refund amount. Second, Sheepy applies a refund service fee calculated as a percentage of the refunded amount. The final sum returned to the user will reflect both deductions. The exact amounts depend on the cryptocurrency used and prevailing network conditions at the time of processing.

8. Notification of refund completion

Once a refund has been reviewed, approved, and processed, the customer will receive a notification from Sheepy by email. This communication will include the amount refunded, the currency used, and the transaction hash. If no notification is received within the expected timeframe, the customer should contact [email protected] to request an update on the refund status.

9. Merchant discretion and limitations

Refunds requested for returned goods or services are subject to merchant review and approval. Sheepy will only process such refunds after the merchant confirms eligibility via their Sheepy dashboard. If a merchant denies a refund request, Sheepy will not override that decision. Customers are advised to contact the merchant directly in such cases. Sheepy may provide limited follow-up support but does not mediate or enforce refund decisions made by merchants.

10. Irreversibility of blockchain transactions

Cryptocurrency payments are irreversible by design. If a customer sends payment to an incorrect address, uses an unsupported token, or enters erroneous details, the transaction cannot be canceled or reversed by Sheepy. Customers are solely responsible for verifying the accuracy of all payment information before completing a transaction. Sheepy disclaims liability for losses resulting from user error or misdirected payments. Customers should refer to Sheepy’s Terms of Use for additional information regarding transaction risks.