Terms of service
These terms cover every exchange carried out through vacuum.exchange. By creating an order you accept them. Last updated 10 August 2026.
This is the English version. It governs in case of any discrepancy with a translation.
The rate shown when you create an order is fixed for the quote window displayed on the order — normally five minutes. Send the deposit within that window and you receive the amount stated.
If your payment arrives after the quote expires, the exchange is recalculated at the rate current when the funds land. Crypto rates move; the amount you receive may be higher or lower than the original quote.
Every exchange has a minimum and a maximum. Both are shown on the order form and vary by direction: they depend on the network fee of the asset you are receiving and on the limits our payment provider applies to each coin and network.
An order outside those limits cannot be created. If a deposit arrives that is outside them, the order stops and you choose what happens next — see sections 03 and 12.
A small difference is not a discrepancy. Wallets round, exchanges take their withdrawal fee out of the amount you send rather than adding it on top, and a conversion leaves dust behind. A deviation within 1% of the invoice or $1, whichever is the more forgiving, is absorbed and the order simply proceeds: if slightly less arrives we honour the original quote anyway, and if slightly more arrives we recalculate upward and pay you the larger amount rather than keeping the difference. Nothing is asked of you either way.
Beyond that band, nothing is exchanged and nothing is sent until you decide what happens. You choose, not us. The options are shown on your order page.
If more arrives than the order asked for, you can have the whole amount exchanged, have the excess returned, or have all of it returned.
If less arrives and what arrived is still above the minimum for that pair, you can have what arrived exchanged at its own rate, or have it returned.
If less arrives and it is below the minimum, no exchange is possible — see section 12 — and a refund is the only option.
The rate is set when you accept, not when your payment arrived. The amount you would receive is shown live on the order page and refreshes as the market moves; the moment you accept it is fixed for five minutes, exactly as it is on a normal order. That is why we can wait fourteen days for your answer without the rate becoming a problem for either of us.
An expired order is not a lost deposit. Funds that arrive late are still processed, at the rate current when they arrive.
Use the same deposit address as the original order and keep your order id — it is how we match the payment to you.
Blockchain transactions cannot be recalled. A payout sent to a wrong destination address cannot be recovered and is the customer's responsibility.
We validate the format and checksum of every destination address before accepting an order, and we refuse an address we cannot verify. That catches typing errors; it cannot tell that a correctly formed address belongs to somebody else. Check the address yourself before confirming.
Each order names both a coin and a network. Send the deposit on the network shown.
A deposit sent on a network we do not support, or on a different network from the one the order names, may be unrecoverable. Where recovery is technically possible we will attempt it, and any cost of doing so is deducted from the amount returned.
Funds may be held pending a compliance review. During a review the order stops and nothing is sent.
We may decline to carry out an exchange and refund the deposit instead. We may also ask for information about the source of funds before releasing a payout, and we may refuse service where we are not satisfied with the answer.
A refund is returned to the address the deposit came from, in the asset that was deposited. We do not send a refund to any other address on request: a service that returns funds to whatever address the person asking gives us is not an exchange, and an order id is not proof that you are the person who paid.
A different destination is possible only at our discretion. Where we agree to it, you prove control of the address by sending at least $1 equivalent from it to a deposit address we give you, and that amount is returned along with the refund.
A refund carries a deduction:
withheld = (network fee × 2) + $10 processing, capped at 50% of the amount received. What is left is what comes back.
The network fee counts twice because it is paid twice — once when your deposit arrived and once to send it back — and we earn nothing on either. The cap exists so that a small deposit does not come back as dust.
A worked example. You send 100 USDT on Tron, where the network fee is $2. The deduction is (2 × 2) + 10 = $14, which is under half of what arrived, so the cap does not apply and 86 USDT comes back. On a $20 deposit the same formula would ask for $14 of a $20 deposit, so the cap binds at 50% and $10 comes back rather than $6.
If the amount left after the deduction is smaller than the network fee needed to send it, a refund is not physically possible — the transaction would simply fail. We say so on the order, we do not attempt it, and we do not pretend otherwise. Contact us and we will go through the options with you.
The exact figure is always shown on your order page before you choose anything.
This is an exchange service, not a wallet. We do not hold customer balances. Funds pass through only for the duration of the exchange, and there is no account balance you can deposit into or withdraw from.
An account on this site records your order history and preferences. It holds no money.
We collect only what the service needs: your email address if you provide one, your order history, the destination addresses you ask us to pay, and the country your request came from. We record the IP address an order was created from as part of our fraud and compliance obligations.
Why: to send you the deposit details and status of your order, to answer support requests, to meet compliance requirements, and to detect abuse. We do not sell personal data and we do not use it for advertising.
Status emails can be turned off at any time from the link in any email or from your account. To request deletion of your data, write to [email protected] from the address on the account. Records we are required to keep for compliance are retained for as long as the law requires and no longer.
All enquiries, including support, refunds and data requests: [email protected].
Quote your order id — it is the fastest way to get an answer about a specific exchange.
Every pair has a minimum, and it exists because the network fee on the asset you are receiving is a fixed cost per transaction. Below that minimum an exchange costs more to carry out than it earns, so no exchange is possible — not as a policy but as arithmetic.
If a deposit arrives below the minimum for the pair, the only option is a refund, and it carries the deduction described in section 08. The figure is shown on your order page before you choose.
Where the amount received does not match the order and we need your decision, we ask for it on the order page and, if we have an email address for you, by email. We send reminders after two days and after six.
Fourteen days after the payment arrives without an answer, the order is closed and the funds are retained as a processing charge for the work performed — the deposit was received, accounted for, held, and chased.
After that point, returning the funds is at our discretion. We do look at these individually when somebody gets in touch, and we record the decision either way.
We never refund automatically, at any stage. Funds are only ever returned once you have made contact and the destination has been confirmed as described in section 08.