FAQ

How long does it take to process an order?

According to the regulations, the average processing time for orders is 5 to 60 minutes from the moment the payment is credited to the service balance or from the time the user updates, clarifies, or replaces the details of the order.

During evening and nighttime hours, as well as on weekends and holidays, the processing time for orders involving payments through banking or payment systems may increase to several hours or be delayed until the next business day in the respective jurisdiction, depending on specific conditions and the amount involved.

The service is not responsible for the time it takes for the recipient's bank to credit the funds.

An order is considered completed as soon as the payment is sent to the specified details.

What should I do if I paid an amount less than the one specified in the order?

If the payment credited to the service balance for the order differs from the amount specified in the order by up to 10% in either direction, the order is processed based on the actual amount received. If the difference between the amount in the order and the actual payment amount exceeds 10%, the processing of the order is suspended until the user provides further information.

If the payment credited to the service balance for the order is less than the minimum exchange amount for the corresponding direction, the order processing is suspended until the additional payment is received. Upon user request, a refund may also be processed in such cases. If the amount credited to the balance is less than 90% of the minimum exchange amount for the corresponding direction, the service reserves the right to refuse a refund or return the funds, deducting an additional fee of up to 20% of the minimum amount, at the discretion of the service administration.

What should I do if I chose the wrong network or currency when making a payment?

Please contact the support chat or send a request to the email address: support@kingex.io.

Our specialists will check the technical possibility of returning the payment. If a refund is possible, it will be processed within 10 business days. To proceed with the refund, the client must confirm their agreement with the refund terms, which are determined on a case-by-case basis depending on the complexity of the situation.

What should I do if I want to cancel an order?

Please contact the support chat or send a request to the email address: support@kingex.io. A refund is possible only if the order has not yet been processed or if the payment is not in progress. If the refund is initiated by the user, the service charges a fee of 3% of the payment amount. The network or payment system fee is automatically deducted from the transaction amount. Once the order is completed, a refund cannot be processed due to the lack of technical feasibility.