We stand by Coinpanda's product, and your satisfaction is of utmost importance to us. Our motto is: if you aren't satisfied, we aren't satisfied.
To make sure that our users have the best experience possible, we have a 100% free plan which allows you to import all your transaction data and preview your capital gains prior to making a purchase.
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 bug or issue that we were not able to solve
You have not downloaded any tax reports or tax forms
To request a refund, please email your purchase receipt to email@example.com.
We do not provide refunds for any of these reasons:
Transactions not imported correctly from API
We are continuously adding new and improving existing API integrations for different exchanges. However, some exchanges make it very difficult to sync all data for all users without encountering some kind of issue. Because we offer a 100% free plan, you can try out all API integrations to see if it works for you before you decide to upgrade. If API doesn't work, you can try importing a CSV file instead.
Coinpanda can only sync data that is made available by the exchange, and we have no control over the accuracy or completeness of this data.
Import of CSV/XSLX files failing
If your exchange does not allow you to download a transaction history then 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 your exchange allows you to download your transaction history, but it is not being imported to Coinpanda, then you can contact us in the Live Chat and we will add support for it. This can take time depending on how many other tickets we have active.
Missing transaction history / Missing cost basis errors
These issues can show up if you have not been able to import your complete transaction history from an exchange. This could be for various reasons. For example, the exchange doesn't provide this 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 data is still missing. Keep in mind that Coinpanda is like a spreadsheet, it shows you the results from the data you feed it. If there's a mistake in the data, it will highlight that mistake. Also, keep in mind that you can still generate an accurate report even with these errors - but it may result in some additional taxes.
Change of mind / Too complicated / Hiring an accountant etc
Coinpanda is a DIY cryptocurrency tax calculation service and not a substitute for an accountant. While we aim to make the user interface as simple as possible, you still have to be somewhat tech-savvy to figure it out. We do not offer refunds for these reasons but we do offer quality support to help make crypto taxes as easy as possible for you.