Before carrying out the transaction, the user agrees to the policy and rules of our exchanger (
https://changehero.io/aml-kyc). You have given your agreement before the exchange too. As a result, the risk-scoring system paused your exchange, and it required KYC. Since you refused to undergo the KYC procedure, according to our rules (
https://changehero.io/aml-kyc), we can refund you your amount -10% due to denying going through the KYC procedure.
Mila, ChangeHero team
Well, I think since you have agreed to refund OP the -10% this case is about to be settled. Op contact ChangeHero Team for your refund as they have stated here that they will refund you the -10% taken as a result of not completing the KYC.