Cancellations, refunds and support

Request the purchase refund from the merchant and obtain confirmation. If the original charge is Pending/Authorized, a refund may await clearing; check its status in Transactions first.

How long does it take?

Typically 10–15 business days after merchant approval; some cases take up to 30 business days. After 30 business days, confirm merchant processing and ask Concierge to trace it with the refund reference.

Where is it returned?

Refunds return to the KAST wallet balance. The public refund FAQ does not specify MXN/BRL refund exchange rates; retain both purchase and refund USD amounts.

Cancellation and subscriptions

Delete a virtual card via Card → More → Cancel card. Ask Concierge separately about an unshipped physical-order refund and ending paid Premium/Private membership under your applicable terms.

Declined or unfamiliar transactions

Check balance, freeze status, limits, CVV and PIN. Insufficient-balance declines cost $0.50, so avoid repeated retries; send timestamp, amount and merchant to Concierge if unresolved.

What to prepare for support

In Concierge chat, type Talk to a human, or email support@kast.xyz from your registered address. Include transaction/refund references and the merchant’s response.

Card issuer / operator

Official confirmation needed

Custody of funded balances

Official confirmation needed

Select the affected card → Freeze to block new outgoing transactions immediately. Review unknown charges and report them to KAST Concierge.