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Can I get a refund?
Written by Eivind Semb
Updated over a week ago

We stand by Coinpanda's products, and your satisfaction is of utmost importance to us.

To ensure that our users have the best experience possible, we have a 100% free plan allowing you to import all your transactions and preview your capital gains before purchasing. You can also verify that all data is imported correctly and that the calculations are accurate on the free plan.

If you have upgraded your account to a paid tax plan, you are eligible for a full refund if all of the following conditions are met:

  • The refund request must be sent within 7 days of purchase

  • The reason for the refund must be related to a technical bug or issue that we were not able to solve within a reasonable time

  • You have not downloaded any tax reports or tax forms

To request a refund, please email your purchase receipt or invoice to [email protected] and include the following details:

  • Explain the issue or bug in detail so we can troubleshoot and understand the issue you are experiencing. Including screenshots in the email is very helpful.

  • Confirm that you have not downloaded any tax reports

We do not provide refunds for any of these reasons:

1. Transactions not imported correctly from API

We continuously add new, improve, and update existing API integrations for exchanges and blockchains. However, some exchanges make it difficult or impossible to sync all transactions 100% accurately due to limitations. Because we offer a 100% free plan, you can try all the API integrations to see if they work for you before upgrading. If API does not work, you can try importing a CSV file instead.

Coinpanda can only sync data that is made available by the exchanges, and we have no control over the accuracy or completeness of this data. There are several limitations with some of today's most popular crypto exchanges.

2. Import of CSV/XSLX files failing

If the exchange you have used does not allow you to download your transaction history, you can copy/paste the data from their website into Coinpanda's generic Excel file. This may be time-consuming and annoying, but we have no control over such situations, and we can only recommend that you trade on exchanges that are tax-friendly.

If the exchange allows you to download your transaction history, but it is not being imported to Coinpanda, then you can request a feature in our community forum, and we will add support for it. This can take time, depending on how many other tickets we have active.

3. Negative balance warnings

These issues can show up if you have not been able to import your complete transaction history from an exchange, and can happen for various reasons. For example, the exchange does not provide all data, or there is a data loss between certain dates, etc. You will need to contact your exchange to gather a complete history of your transactions to solve this.

If you see these errors even after importing a full history, then it means transactions are still missing and/or imported incorrectly. It is important to understand that Coinpanda works like a spreadsheet and can only calculate your capital gains based on the data you import to the software. Also, keep in mind that you can still generate an accurate report even with these errors - but it may result in some additional taxes.

4. Other reasons

Coinpanda is a cryptocurrency tax calculation service and NOT a substitute for a tax accountant or CPA. While we aim to make the user interface as simple as possible, you still have to understand how crypto taxes work and troubleshoot errors and warnings on your own. We do not offer refunds if you change your mind, think it is too complicated to use, or if it did not work as expected. However, we offer quality support to help you as much as possible if you encounter an issue.

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