Refund Policy
This policy forms part of our Terms of Service. Words defined there have the same meaning here.
1. The short version
- Service Credits are non-refundable. Buying credits is not a deposit and there is no withdrawal function. Whatever is left when an account closes is forfeited, not paid out (§7).
- If we do not deliver, you do not pay. Where a service fails through our fault, the reservation is released or the charge is reversed in Service Credits, automatically, without you asking, and usually within seconds.
- If we did deliver, the charge stands — including when you did not use what we delivered.
- Nothing here converts Service Credits into TRX or any other asset.
2. What is refunded automatically
These happen by themselves. You do not need to contact us, and there is nothing to claim.
| Situation | What happens | What you see |
|---|---|---|
| We could not procure the Energy for a position | The reservation for that position is released in full | Position failed with cause purchase_failed; a hold_release entry in your ledger |
| Mode B: the network could not take your transaction for a reason on our side or the network's (no node answering, a busy node, a refusal that names no cause) | Reservation released in full | Position failed with cause broadcast_failed |
| Mode B: the network refused your transaction for a reason in the transaction itself or in the sending wallet (its reference block, signature, bandwidth or contract validation) | The Energy had already been delivered to the sending address, so the position is charged. The transaction cannot be resubmitted; sign a new one | Position expired with cause broadcast_failed |
Mode B: your transaction reached a block and ran out of Energy after spending at least the Energy requirement of the transfer (64,285 units for a single position, 130,285 for a double, the dry-run measurement for a custom one), or your transfers from the same sending address that we relayed during an Energy Delivery to it spent at least their combined Energy requirements, or our records show the supplier revoked the delegation before your transaction's block | Reservation released in full. The transaction cannot be resubmitted | Position failed with cause transaction_reverted |
| Mode B: your transaction reached a block and reverted for any other reason, including running out of Energy after spending less than the transfer's Energy requirement and your transfers from the same sending address that we relayed during an Energy Delivery to it also spent less than their combined requirements | The Energy had already been delivered, so the position is charged | Position expired with cause transaction_reverted |
| Mode B: we did not relay before the delivery window closed | Reservation released in full. The Energy we bought for it is our loss | broadcast_window_missed |
| The delivery window closed on a position that never became ready | Reservation released in full | window_closed_before_send |
| You cancelled an order before procurement began | Reservation released in full | Order canceled |
| An auto-refill rule is paused, deleted, or its daily budget is reduced | The unspent part of that day's reservation is released | hold_release in your ledger |
| An auto-refill top-up was not recognised on-chain | Nothing is charged. A top-up is charged only against a replenishment visible on the TRON network; the one charge that is not a top-up is the set-up cost in the next row | No ledger entry at all |
| An auto-refill rule was deleted before the supplier cost incurred for its address was covered | The uncovered part is charged when the deleted rule is settled, at deletion or a few minutes after it: the supplier cost of the prepayments made for the address under that rule, less what was charged under that rule, but never more than the supplier cost of all prepayments for the address less what all rules for the address were charged — counting only costs and charges on or after this version's effective date. It is taken from the rule's daily reservation first, then from Service Credits. If the two together do not cover it when you delete the rule, the deletion is refused until they do. A prepayment still in progress at deletion counts at its expected cost and stays reserved until it completes; it is then charged at its actual cost, and the reservation is released if it does not complete. Not refundable. A pause does not trigger it | A charge (and, from Service Credits, a hold of the same amount) |
An order where some positions were delivered and others failed is charged for what was delivered and released for what was not. The two always add up to the original reservation; a discrepancy is a defect on our side and is caught by our daily reconciliation.
3. What is not refunded
| Situation | Why |
|---|---|
| Energy was delivered and you did not send your transfer before the delivery window closed (Mode A) | We sell delivered Energy, not your act of sending. We paid our supplier for it. The position is marked as expired, which is unused Energy — not a failure |
| A Mode C position closed as expired at the end of the delivery window | That is the normal end of a Mode C position, not a failure: there is no transfer to wait for. The Energy was delivered and held by your address for the whole window — the service performed in full |
| The Energy volume you chose in Mode C turned out to be insufficient for the transfer you later sent | In Mode C the volume is your choice (Terms §6.10): there is no recipient from which we could measure it. Delivered Energy is charged |
| Energy was delivered and your transfer failed for a reason on your side — wrong recipient, insufficient USDT, a recipient that rejects the transfer | The service we sold was performed |
| You changed your mind after procurement started | The Energy was already bought |
| The market value of TRX moved | Prices and credits are denominated in TRX units. That risk is yours, and it is stated in the Terms |
| You sent USDT or another token to your deposit address | Deposit addresses accept TRX only. Such a transfer is not credited automatically; see §5 |
| You sent TRX to a deposit address after the account was closed | The address is no longer serviced, and after closure we have no way to contact you |
| Credits were left on an account when it was closed | Closure cancels unused credits (Terms §13.3). We tell you the amount and close the account only on your explicit confirmation; see §7 |
| An auto-refill rule spent its daily budget on top-ups that were delivered | Delivered replenishments are chargeable. The daily budget is the control for this — set it to what you are willing to spend |
4. How refunds are paid
In Service Credits, back to the balance they came from. There is no other form. A release restores your available balance immediately; nothing leaves the system and nothing is sent to a TRON address.
Two ledger entry types describe this, and the difference is not cosmetic:
hold_release— the reservation is dropped because no charge was made. Your total balance is unchanged; your available balance rises. This is what happens for every automatic case in §2.refund— a charge that was made is reversed. Your total balance rises.
Both are permanent, append-only ledger entries and are visible through GET /v1/ledger and in the dashboard.
5. Manual corrections
Some things cannot be automatic and are handled by a person:
- USDT or another token sent to a deposit address. It is not credited automatically because we take no exchange-rate risk and run no conversion service. It is flagged for review. Whether it is credited is entirely at our discretion, case by case: we publish no rate and no formula, we may decline, and a credit in one case creates no entitlement in another. This is deliberate — a published standing rate would be a standing offer to convert, and we do not operate a conversion service. If you sent the wrong token, write to us and do not send more.
- An error on our side — a defect, an incident, a double charge. We correct it with a manual ledger entry stating the reason. Corrections are append-only: a wrong correction is fixed by another correction, never by editing history.
- Goodwill. We may credit Service Credits as a gesture. That is discretionary and creates no entitlement.
If you think something was charged wrongly, write to us at support [at] nrg.market with the order or ledger entry identifier. We reply within two business days.
6. Statutory rights
The Service is offered exclusively to businesses (Terms §4.1); consumer withdrawal rights for digital services are not engaged in a business-to-business relationship. If, despite the Terms, a person contracts with us as a consumer, whatever rights mandatorily apply to them under EU and Cyprus consumer law are unaffected by this policy.
7. Account closure
Closing an account is not a refund, and it does not pay anything out. Unused Service Credits are forfeited when an account is closed: they are cancelled, and nothing is converted or transferred. This is set out in the Terms of Service §13.3.
We will not do it silently. Before closing an account that still holds a balance we tell you the exact amount and close it only on your explicit confirmation that you want it closed together with that balance — and only for the amount stated: if your balance changes after you confirm, we ask again. The cancellation appears in your ledger as a permanent adjustment_debit entry, like every other movement. While credits are reserved against an order, the account is not closed at all; the order finishes first.
If you want the value of your credits, spend them before you ask us to close the account. There is no other way to realise them.
The Terms reserve a discretionary return (§13.3.3): we may, entirely at our own discretion and after identity verification and sanctions screening, send some or all of an unused balance to a TRON address you nominate. It is not a right and should not be relied on.