Last updated 8 October 2026
In short. Until a payment order is completed, the money doesn't leave your balance: the amount is frozen and comes back if the order is canceled, whether by you, because the search timed out, or by our support team. If a payment didn't go as expected, open a dispute within 72 hours of completion. Our support team reviews it together with the merchant, and if it's decided in your favor, the debited amount returns to your balance. A withdrawal that has been carried out on the blockchain can't be reversed. All refunds under this policy are credited to your TeleCard balance in crypto.
1. What this policy covers
1.1. This policy explains when and how the operator of TeleCard ("we", "us" or the "Operator") returns funds to your balance: when an SBP QR payment is canceled, after a dispute, when a withdrawal is rejected or fails, and when a deposit is sent by mistake. It forms part of the Terms of Use, and the terms used here mean the same as in the Terms of Use.
1.2. Refunds under this policy are credited to your TeleCard balance, in the same asset that was debited or frozen. From there you can use the funds as usual, including withdrawing them to an external address under section 7 of the Terms of Use.
1.3. The time limits below are defaults. We may change them, and the app shows the ones that apply: for example, the order screen shows until when you can open a dispute.
1.4. This policy doesn't cover refunds for goods or services. Those are up to the seller (section 5).
2. At a glance
| Situation | What happens to the funds | When |
|---|---|---|
| You cancel an order | The frozen amount returns to your balance | Straight away |
| No merchant is found | The order is canceled and the amount returns to your balance | When the search ends, by default within 15 minutes |
| The merchant doesn't pay | The order goes back to the search, and the amount stays frozen | 3 minutes after the merchant takes the order |
| Support cancels an order | The frozen amount returns to your balance | Straight away |
| You win a dispute | The debited amount returns to your balance | Once the dispute is decided |
| The merchant wins | The amount isn't returned | — |
| Withdrawal rejected | If it hasn't been sent yet, the full amount, fee included, returns to your balance | As soon as it's rejected |
| Network fails the transfer | The amount returns minus the withdrawal fee | Once the network shows the result |
| Withdrawal completed | It can't be canceled or reversed | — |
| Deposit sent by mistake | Manual review; crediting isn't guaranteed | After you contact support |
3. SBP QR payments before the order is completed
3.1. When you confirm a payment, the amount needed in the asset you chose is frozen on your balance. Until the order is completed, the merchant doesn't receive it and you can't spend it on anything else.
3.2. You cancel. While the order is looking for a merchant, you can cancel it on the order screen. The frozen amount returns to your balance straight away.
3.3. No merchant is found. If no merchant takes the order during the search (by default, within 15 minutes), it is canceled automatically and the frozen amount returns to your balance. The bot sends you a message about it.
3.4. The merchant doesn't pay in time or declines. A merchant who takes the order has a set time to pay the QR code, by default 3 minutes. If they run out of time or decline, the order goes back to the search, the search time starts again, and another merchant can take it. The amount stays frozen on your balance the whole time. While the order is searching again you can cancel it (clause 3.2), and if no merchant is found in the end, it is canceled under clause 3.3.
3.5. When you can no longer cancel. Once a merchant has taken the order, it can't be canceled, because they may already be making the payment.
3.6. Support cancels. In exceptional cases our support team may cancel an active order. The frozen amount returns to your balance in that case too.
3.7. In all of these cases the amount returns in the same asset you were going to pay with. Canceled orders earn no cashback.
4. Disputes over completed payments
4.1. An order is completed when the merchant has paid the SBP QR code and marked it as paid in the Service. The frozen amount is debited, the result appears in your history and the bot sends you a message.
4.2. When to open a dispute. If the payment didn't go the way you confirmed it (for example, the recipient didn't get the money, the amount didn't match, or the payment went to someone else), open a dispute: tap "Problem with the payment?" on the order screen and describe what happened.
4.3. Time limit. You can open a dispute within 72 hours of the order being completed (by default). The order screen shows until when you can do this. After that, a dispute can no longer be opened for the order.
4.4. One dispute per order. You can open only one dispute per order, and once it has been decided, the order can't be disputed again. So describe the whole situation at once, and send any proof, such as a screenshot from the recipient's banking app, to the support chat.
4.5. Who decides. Our support team reviews the dispute together with the merchant, looking at the order data, the bank receipt the merchant attached to the payment, the merchant's explanation and yours. Support may ask you for more details. While the dispute is open, the merchant can't take new orders, and their collateral for this order isn't released.
4.6. Decided in your favor. The full amount debited for the order returns to your balance, in the same asset you paid with. The merchant pays for the refund: from their earnings on hold, then from the collateral they keep with the merchant program and, if needed, from their other funds in the Service.
4.7. Decided in the merchant's favor. If it turns out the payment was made the way you confirmed it, the amount isn't returned.
4.8. We'll tell you about the decision in the app and through the bot. How long a review takes depends on how quickly we get the proof from you and from the merchant, and we aim to settle disputes as fast as we can.
4.9. If you disagree with the decision, contact support. How complaints are handled is set out in the Support and complaints section of the Terms of Use.
5. Refunds for goods or services
5.1. We don't sell the goods or services you pay for by QR code and aren't responsible for their quality. Anything about the purchase itself, such as a refund, an exchange or a canceled order, is between you and the seller, under the seller's rules. A dispute in TeleCard only covers whether the payment went through the way you confirmed it.
5.2. The ruble payment to the seller was made by the merchant from their own bank account, so the seller can't send money back to your TeleCard balance. Agree on how to get a refund directly with the seller.
6. Withdrawals to an external address
6.1. A completed transfer can't be undone. Once a transfer has been carried out on the blockchain, neither we nor you can cancel or recall it. So before you confirm, check the address, the network and, if the recipient needs one, the comment (memo) for TON.
6.2. Before a withdrawal is sent. A withdrawal may wait for a while for a check or for the right network conditions. You can't cancel a withdrawal in the app once you have created it. If you spot a mistake, contact support right away: while a withdrawal hasn't been sent, it can sometimes be rejected, but we can't guarantee that in advance.
6.3. Rejected or not carried out before sending. If a withdrawal is rejected after a check, or can't be carried out before it is sent to the network (for example, because the network has stayed more expensive than the withdrawal fee for too long), the full withdrawal amount, fee included, returns to your balance.
6.4. Sent but not carried out. If the transaction never makes it onto the blockchain, the amount is also returned in full. If the transaction makes it onto the blockchain but the network fails it, the amount returns minus the withdrawal fee, because the attempt has already been paid for on the network.
6.5. When funds from a withdrawal come back, the bot sends you a message, and the amount reappears on your balance and in your history.
7. Deposits sent by mistake
7.1. A deposit is credited automatically when the transfer arrives in a supported asset and network, at the address the app gave you (with your comment, or memo, for Gram and USDT on TON), the amount is at least the minimum and the checks pass. In other cases there is no automatic crediting. We don't send such transfers back on our own: our support team looks at each case separately.
7.2. Missing or wrong memo (TON). For Gram and USDT on TON the deposit address is shared, and a transfer is matched to you by its comment. A transfer without a memo, or with an unknown one, stays in manual review. Contact support with the transaction hash, the sender's address, the amount and the time. If it's confirmed that the transfer is yours, support can credit it to your balance.
7.3. Below the minimum. A transfer below the minimum deposit (shown in the app and on the Wallet and networks page) isn't credited automatically. The same applies to a transfer in an asset whose deposits are temporarily switched off in the Service. Contact support: we'll look into it, but crediting isn't guaranteed.
7.4. Wrong network or unsupported asset. We only watch the supported assets and networks. We don't see or credit transfers on other networks or of unsupported tokens. Contact support with the transaction hash: sometimes the funds can be recovered after a manual review, but we don't promise it, and they may be lost for good.
7.5. Transfer to an old address. Deposit addresses change over time. Transfers to earlier addresses are still credited for a while only, so always send to the address the app shows now.
7.6. Deposit under review. A deposit may be held for a check under the AML and KYC Policy, after which it is either credited or rejected. What happens to funds that aren't credited after a check is decided case by case, in line with the law.
8. How to reach us
8.1. Write to the support chat in the app (Profile, then Support) or to the bot @itelecard_bot. Include the order or transaction number, the asset, the network, the amount, the time and the transaction hash if you have it. You can attach a photo or a PDF.
8.2. Support never asks for your passcode, Telegram login codes, private keys or recovery phrases. Don't share them with anyone.
8.3. We reply in the same chat. The bot also lets you know about dispute decisions and about funds returned from withdrawals.
9. Changes to this policy
9.1. We may update this policy. The new version is published on this page with a new date.
9.2. This version applies from 8 October 2026.