We are committed to ensuring our users have a great experience. However, we understand that sometimes things just don't work out. To reduce the chances of this happening, we offer a generous free tier which will allow you to import all your data and preview your capital gains prior to making a purchase.
If you have already made a purchase but are not satisfied with the service then please reach out to us on [email protected]. You are eligible for a refund as long as all of these conditions are met:
- You make the refund request within 7 days of making the purchase
- Your reasons for refund are related to a bug/issue with Koinly that we are unable to resolve within reasonable time
- You have not downloaded any tax reports
We do not provide refunds for any of these reasons:
Not being able to use API to import data
While we offer seamless automatic imports from a number of exchanges, there are many out there which make it difficult to import all your data. You can try out any of Koinly's integrations prior to making a purchase to ensure it works for you. If you run into issues with the API, you can try exporting a CSV with your transaction data and import that instead.
Koinly is limited by what the exchanges allows us to pull via their APIs and we have no control over the accuracy or completeness of this data.
Not being able to import a CSV or Excel file
If your exchange does not allow you to download a transaction history then you can copy/paste the data into a spreadsheet from their website and format it in a way that is recognised by Koinly. This may be time consuming and annoying but we have no control over such situations and can only recommend that you trade on exchanges that are tax-time friendly.
If your exchange allows you to download your transaction history but it is not being imported to Koinly then you can click on the Request Assistance button on the page and we will add support for it. This can take time depending on how many other tickets we have in the pipeline. If you need to import a file sooner you can reformat it to one of our supported formats - this is not as difficult as it may sound, you just need to rename some of the headers in the file to match Koinly's format ex. change "Timestamp" to "Koinly Date" etc. Our Live Chat support can help with this.
Missing transaction history / Missing cost-basis errors.
These issues can show up if you have not been able to import your complete transaction history from an exchange, this could be for various reasons for ex. the exchange doesn't provide this data or there is a data loss between certain dates etc. You will need to contact your exchange to gather a complete history of your transactions.
If you see these errors even after importing a full history than it means data is still missing. Keep in mind that Koinly is like a spreadsheet, it shows you the results from the data you feed it. If there's a mistake in the data it will highlight that mistake. Also keep in mind that you can still generate an accurate report even with these errors - but it may result in some additional taxes (Koinly shows you how much extra you may end up paying due to these).
Our support reps can help you figure out why the errors are happening and when possible also suggest ways of resolving them.
Change of mind / Too complicated / Hiring an accountant etc
Koinly is a DIY cryptocurrency tax calculation service and not a substitute for an accountant. While we aim to make the user interface as simple as possible - you still have to be somewhat tech-savvy to figure it out. We do not offer refunds for these reasons but we do offer quality support to help make crypto taxes as easy as possible for you.