As per our cryptocurrency transaction policy, if you have sent coins/tokens to the wrong wallet address, using the wrong coins/tokens, or to a delisted crypto wallet and it needs to be recovered by our team manually, you are required to pay for the gas fee and a 8% fee recovery fee applies. There are also situations where the team will not be able to recover the funds as well, namely for coins/tokens sent using the wrong network.
If the coins/tokens can be recovered at all, the team reserves the right in their sole
discretion to not attempt to recover small amounts. This would also apply to coins/tokens that requires a destination tag, payment ID, memo, etc. that was not sent or sent to an incorrect wallet address.
The team does not recover coins/tokens that they do not support. To request a recovery, you must contact Natural8 within 7 days after an applicable Cryptocurrency Transaction so that we can assist to liaise with the vendor on your behalf, if it is recoverable, or it will be forfeited.
If you sent coins/tokens to an address that is not generated from the Cashier deposit page by submitting a request, and/or that Natural8 or their vendor(s) do not own, we cannot reverse the transaction or recover your coins/tokens. You will need to contact the owner/support staff of the address that the coins/tokens were sent to.
*As of 27th April 2025, recoveries for coins/tokens sent using an incorrect network (ie if the network used does not match the network selected upon making a new deposit request) will no longer be possible.