When I go to ChangeHero's website, the first thing I see is this:
The site's TOS also states the following:
The OrangeFren Guarantee works through the exchange providing us with a deposit that we hold onto. Then in the event of a dispute with a specific exchange, we are able to, under previously agreed terms, to refund the user directly using the exchange's deposit. ChangeHero has not decided to to provide us with such a deposit, however they have assured us that they will issue a refund in the event of a refusal of undergoing KYC.