Policy on Refunds
List of Terms:
Funds – digital currencies, non-cash and cash fiat currencies of countries around the world, cryptocurrencies, and tokens;
Exchange Service (Service) – a software-based systеm designed to provide exchange services on the Internet;
Exchange – the transfer of Funds between the accounts of the Service and the User (the person who used the services of the Service);
Order – the User’s request for an exchange of Funds submitted to the Service by filling out the corresponding forms on the Service’s website;
Timeout – the time allotted to the User for transferring Funds to the Service’s accounts to perform the Exchange;
Unaccounted Funds – Funds credited to the Service’s accounts without an Order being made on the Service’s websites or Funds credited to the Service’s accounts in excess of the amounts specified in the Order;
Refund – the mechanism for transferring Funds from the Service’s accounts back to the User’s outgoing account.
Refund – the actions of the Service to cancel a completed Exchange for the purpose of Refund.
Policy on Refunds:
1. The service has developed a policy that describes the procedures related to the refund of User Funds, as well as the fees charged for processing refunds. This policy is an important part of the rules governing the provision of the Service.
2. Refunds can only be made up to the amount of funds sent by the User to the Service’s accounts for exchange.
3. Refunds can only be made to the account specified by the user in the application, or to the account from which the Service received the Funds, except in cases described.
4. The fee charged by the Service for processing refunds will be deducted from the amount refunded to the User.
5. The Service’s obligations:
5.1. The Service undertakes to refund the Funds sent by the User to the Service’s accounts only if the exchange did not take place and the User did not receive their funds from the Service.
5.2. The Service undertakes to return the missing funds to the User, if any.
6. The Service has the right to:
6.1. Not to perform a refund of Funds or Unaccounted Funds until the User requests a refund. The Service begins the refund process only after the User contacts support. Also, the Service has the right to refuse the User’s refund request in some cases.
6.2. Make a refund within 24 hours from the moment the User contacts and provides the necessary information for the refund to be realized.
6.3. Not to reimburse the User for payment systеm fees when refunding, and to charge a fee for refunding Unaccounted Funds in accordance with clause 8.
6.4. Charge a fee for refunds, as specified in clause 8, if the Service is unable to complete the exchange due to reasons beyond its control, for example, if the User’s account is blocked or limited, or if the application is filled out incorrectly.
6.5. Charge a fee for refunds, as specified in clause 8, for Applications canceled due to Timeout, when the User sends Funds to the Service’s accounts after canceling the Application and requests a refund.
6.6. In accordance with clause 7.1 of this policy, not to pay the User additional fees.
7. Additional terms.
7.1. The Service holds the User’s Assets that must be returned on its accounts free of charge within 3 months. In addition, the Service does not use the User’s Assets that must be returned for its own profit until the 3-month period has expired since the transfer of funds.
7.2. The Service may make concessions and perform a Refund in case of a User error during the Exchange, for example, when the User provided incorrect details or someone else’s account.
7.2.1. The User must independently ensure the return of the erroneously transferred funds to the Service’s account, by arranging a return with the account owner or payment systеm.
7.2.2. The Service launches the return mechanism only after receiving the full amount of the erroneously transferred funds and on the terms described in the current policy.
7.2.3. The Service charges a fee for returning Assets in accordance with clause #8 of the policy.
7.4. The Service may perform a Refund to a User’s account other than the one specified in the Application, if it is necessary to return funds in cryptocurrency or tokens.
8.1. The Service withholds a fee for Refunds provided by the policy in accordance with the tariffs (taking into account the payment systеm’s fees):
|Type of Asset
|-0.5% and * -Exchange commission for withdrawal
|-Exchange commission for withdrawal
|Skrill & Neteller
In some cases, there may be exceptions in which the tariffs will be revised in favor of the client.
Attention! Special rules apply for refunds in cryptocurrencies and fiat currencies! We fix all incoming payments to us for applications in USDT on cryptocurrency exchanges, and in case of inability to complete the exchange, you can request a refund under the following conditions
For cryptocurrencies: we buy back the cryptocurrency for the same amount of USDT that we received during the sale (regardless of which direction the exchange rate has changed), minus 0.5% + a fixed withdrawal fee from the exchange.
For fiat currencies: similarly to cryptocurrencies, there is a reverse conversion from USDT to fiat, and the commission is 4% of the number of funds (commission of the cryptocurrency exchange).