Cancellations, refunds and support

Request the refund from the merchant and keep its reference. Pending is an authorization hold, Cleared is settled, and Pending Refund is still returning; confirm completion through the separate credit transaction.

How long does it take?

Merchant-cancelled holds: within 48 hours. Refund guidance lists merchant processing 1–7 days, network processing 3–5 business days and international refunds up to 10 business days; escalate 15 business days after merchant confirmation.

Where is it returned?

Settlement is USD-based, using the refund settlement FX rate. The reviewed guide does not name one fixed refund token: inspect the Vault credit; Borrow Mode refunds enter the main balance and do not automatically repay debt.

Cancellation and subscriptions

Use Cards → Edit Card → Freeze Card for a temporary block. Ask support about permanent card closure and cancel merchant subscriptions with each service; freezing the card does not confirm cancellation of a subscription contract.

Declined or unfamiliar transactions

Open the decline reason in transaction history and check balance, card details and merchant restrictions. In Borrow Mode, check borrowing power too; send support the date, amount and merchant if it persists.

What to prepare for support

Use live chat at help.ether.fi or support@ether.fi with the transaction date, amount, merchant and refund reference.

Card issuer / operator

Official confirmation needed

Custody of funded balances

Personal non-custodial wallet described in the Terms: the card issuer does not hold or control its assets.

Use Cards → Edit Card → Freeze Card to freeze immediately. Borrow Mode adds interest and collateral risk; account protection is not deposit insurance and has eligibility, claim review and coverage limits.