1. Eligible refunds
The full price of an individual order is returned when the system reliably determines that no Energy was delegated and the order failed or was cancelled before delivery.
- The order was rejected by the technical system before delegation.
- No delivery attempt succeeded and the terminal status is confirmed as failed.
- The internal balance was charged, placement did not occur, and there is no uncertain blockchain outcome.
2. Refund destination
The standard refund is credited to the EZ Energy internal balance in the unit used for the order. This normally happens automatically after a terminal failure is confirmed.
A return to the originating blockchain address, bank card or external payment method is available only when required by applicable law or separately approved by support. Network and payment fees may be non-refundable.
3. Non-refundable cases
After successful delegation, the service is considered delivered because the resource was reserved and supplied to the selected address for the paid period.
- Energy was delivered but the user did not complete or decided not to make a transaction.
- The rental expired and Energy was fully, partly or never consumed.
- The user supplied an incorrect, third-party, exchange or unsuitable address.
- The user’s transaction consumed a different amount because of the address, contract or network state.
- The user created a duplicate order, including an API retry with a different idempotency key.
- An AML report was generated but differed from the user’s expectation or a third party’s decision.
4. Uncertain or delayed status
If an external system accepted an order but delivery is temporarily unknown, an immediate refund could result in a double payment. The order is investigated until delivery or failure is confirmed.
Do not create a duplicate. Open a support ticket with the order number. After review, the service will confirm delivery or return the charge to the internal balance.
5. Incorrect deposits
Automatic credit is not guaranteed for unsupported assets, the wrong network, payments below a minimum, or payments made after an invoice expires. Support will assess technical recovery individually.
Recovery is possible only when the payment can be reliably linked to the user and technically returned. Actual network, conversion and processing costs may be deducted where permitted by law.
6. Requesting support
Open a ticket in the official Telegram bot and include the order or payment number, TRON address, operation time and transaction hash where available.
Never submit seed phrases, private keys, login codes or full card details. They are not required for a refund.
7. Abuse and disputes
Seeking both an EZ Energy refund and an external chargeback for a credited payment or delivered service may cause account suspension while the matter is reviewed.
Cases are decided using technical order and blockchain evidence. Mandatory rights under applicable law remain unaffected.