If you lose or forget your login credentials or delete or remove your backup files, we won’t be able to restore the access to the OpenLedger DEX account for you.

We may make a goodwill gesture (sending your funds to another account you have at OpenLedger.io) if you transferred funds to your OpenLedger DEX account from an external wallet or another exchange and the whole transferred amount has been untouched. To be eligible for a refund, you must provide compelling evidence that you own these funds. 

OpenLedger DEX users in some other cases such as sending funds to a scam account can apply for a refund too. 

Please note that all the refunds are subject to the administration fee of 30%, with the minimum charge being 0.025 BTC. Only assets issued by OpenLedger (e.g., ETH) can be refunded. 

To apply for a refund, create a new support ticket and set the ‘Type of Issue’ field to ‘Funds Recovery (Good Will)’. Try to fill in all the fields. You can expect a reply within 72 hours.