Refund Policy
Last updated: May 2026
Please review this policy carefully before making a purchase on Vaultr.
1. Mystery Packs — Certificate Acquisitions
When you open a mystery pack, a randomized selection occurs and a Certificate of Ownership is issued to you for a specific card. Because the digital service has been fully performed (the random outcome revealed and a certificate assigned), opened packs are non-refundable.
Vaultr is a distance contract under the Ontario Consumer Protection Act, 2002. Nothing in this policy excludes, restricts, or modifies any non-waivable rights you may have under the CPA or other applicable Canadian consumer protection legislation. If you believe your statutory rights apply to a particular transaction, please contact us at support@vaultr.ca.
2. Buyback Program
After opening a mystery pack, Vaultr may offer to repurchase your Certificate of Ownership:
- The buyback rate is currently approximately 90% of the card's market value at the time of the offer. The exact dollar amount is displayed before you accept
- Buyback is available for a limited window after opening (currently 7 days)
- If accepted, platform credits are applied to your wallet
- Buyback is a voluntary transaction between you and Vaultr, not a refund of your original purchase
- Once accepted, the buyback is final
3. Wallet Deposits
Platform credits deposited into your Vaultr wallet are generally non-refundable, as they can be used for platform services or withdrawn to your bank account via Coinflow Labs Limited, our third-party payment processor (ACH or Real-Time Payment; KYC required). If you wish to recover deposited funds, use the withdrawal feature.
4. Physical Redemption
Once a certificate has been redeemed and the underlying card shipped for physical delivery, the redemption is non-refundable. The card cannot be returned to the vault after shipping. Tax and shipping fees charged at redemption are non-refundable.
If your card arrives damaged during shipping, or is not the card referenced by your certificate, contact us within 7 days of receipt with photographs. We will work with you to reach a fair resolution, which may include:
- A full credit to your wallet for the card's market value at the time of redemption, plus any tax and shipping fees paid
- If the card was damaged in transit and insured, filing an insurance claim on your behalf
This does not limit any rights you may have under applicable consumer protection legislation regarding goods that arrive damaged or not as described.
5. Marketplace Transfers
Certificate transfers on the marketplace (peer-to-peer) are facilitated by Vaultr. If a certificate does not correspond to the card described in the listing, contact us within 7 days. We will investigate and may reverse the transaction if the listing was materially inaccurate.
6. Chargebacks
Filing a chargeback with your payment provider instead of contacting us is a violation of our Terms of Service. If a chargeback is filed:
- Your account will be immediately frozen
- Your wallet balance will be set to zero
- You will be required to resolve the chargeback before your account can be restored
- Repeated chargeback abuse will result in permanent account termination
If you have a concern about a transaction, please contact us at support@vaultr.ca first. We will work to resolve it.
7. Statutory Rights
Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Ontario Consumer Protection Act, 2002, the federal Competition Act, or any other applicable consumer protection legislation that cannot be excluded by agreement. Where this policy conflicts with a statutory right, the statutory right prevails.
8. Refund Processing
Where a refund or credit is approved (damaged cards, incorrect items), it will be processed within 5-10 business days. You will receive an email confirmation when the refund is issued.
9. Contact
For questions about this Refund Policy or to report an issue, contact us at support@vaultr.ca with your order details and a description of the issue.