How do I get a refund?

Our refund process is manual and requires contacting our customer support department using a support ticket here. ROKS is sent to your recipient automatically as soon as Circle confirms your payment; therefore, refunds should be straightforward if we confirm that your recipient has not received ROKS in her / his wallet. Otherwise, the first step in the refund process is to contact your recipient and have her / him send the ROKS received to our Solana address. As soon as we receive the ROKS back, your refund will be processed and your money will be returned to the account you used to pay.

Note: You can cancel your transfer and receive a full refund as long as ROKS has not been cashed out. Once ROKS is cashed out, refund is not possible.

When will I get my refund?

When your recipient returns ROKS to us and your transfer is canceled by support staff, RockStable processes your refund request immediately. However, it can take longer to get the money back in your card or bank account. The timing can vary depending on your bank. We currently only support bank account payments (ACH), which can take up to 10 business days for your money to be deposited back into your account.

Note: In most cases, both the original charge and your refund will show up on your bank statement. Sometimes, the original charge will just be removed.

Why do refunds take so long?

We know it can be frustrating to wait for your refund. Refund timelines vary depending on how quickly your bank can process the refund.

If you change your mind about the cashout method in the Philippines and ROKS received is still in your recipient’s wallet, our support staff can help redirect ROKS to another cashout method (Palawan, GCash, or Maya).

What if I haven’t received my refund after 10 business days?

If it’s been more than 10 business days and you haven’t received your refund, follow these steps:

1. Check the transfer status to confirm the transfer has been canceled.

2. Make sure the original charge is still included in your account.

If the original charge is on your account, and there’s no corresponding refund, contact your bank to find out the current status.

If your bank can’t locate the refund, contact us.