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 (Application) – 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, including actions by the Service to cancel a suspended Exchange for the purpose of returning the assets.

Policy on Refunds:

1. The Service has developed this policy to describe the procedures related to the refund of User Funds, as well as the fees charged for processing refunds. This policy is an essential 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 special cases described below.

4. Any applicable fee charged by the Service for processing refunds will be deducted from the amount refunded to the User, strictly in accordance with Clause 8 of this Policy.

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 discrepancy arises on the Service’s end.

6. The Service Has the Right To:

6.1. Not perform a refund of Funds or Unaccounted Funds until the User explicitly requests a refund. The Service begins the refund process only after the User contacts support.

6.2. Make a refund within 24 to 48 hours from the moment the User contacts support and provides all necessary information (and compliance documentation, if applicable) for the refund to be realized.

6.3. Not reimburse the User for third-party payment systеm fees when refunding, and to charge a fee for refunding Unaccounted Funds in accordance with Clause 8.

6.4. Charge an operational fee for refunds, as specified in Clause 8.2, if the Service is unable to complete the exchange due to User error (e.g., if the User’s receiving account is blocked or limited, or if the application is filled out incorrectly).

6.5. Charge an operational fee for refunds, as specified in Clause 8.2, for Applications canceled due to Timeout, when the User sends Funds to the Service’s accounts after the timeout period has expired and requests a return.

7. Additional Terms:

7.1. The Service securely holds User Assets that must be returned on its accounts free of charge for up to 3 months. The Service does not utilize the User’s pending Assets for its own profit.

7.2. The Service may make concessions and perform a Refund in case of a User error during the Exchange (e.g., 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.

7.3. The Service may perform a Refund to a User’s alternative account if strictly necessary to return funds in cryptocurrency or tokens, provided the alternative account passes basic verification.

8. Fees and AML/KYC Refund Conditions:

8.1. AML/KYC Compliance Refunds (Regulatory Holds): In strict accordance with our AML/CFT Policy, if a transaction is blocked or suspended due to risk analyzer flags:

• Bona Fide Customers: For customers whose funds, following a successful KYC/SoF review, are confirmed as NOT being connected to money laundering or illicit activities, no exchange or refund fee is charged by the Service. The refund is subject ONLY to the applicable organic blockchain network fee.
• Non-Compliant / Unverified Users: If a refund is authorized following a failed KYC/SoF review, or if the user refuses to complete the compliance process for high-risk funds, the refund fee applied is strictly limited to documented expenses and must not exceed 5% of the blocked amount or the equivalent of USD 100.

8.2. Standard Operational Refunds (User Errors): For refunds initiated due to standard operational issues (e.g., Timeouts, incorrect details, Unaccounted Funds) that are NOT related to AML/KYC compliance blocks, the Service withholds an administrative fee in accordance with the following tariffs (including payment systеm fees):

In some operational cases, exceptions may be made where the tariffs are revised in favor of the client based on the Service’s discretion.

Attention regarding Fiat/Crypto Volatility: For standard operational returns (non-AML), we fix incoming payments for applications in USDT. If we are unable to complete the exchange due to user error:
For cryptocurrencies: we buy back the cryptocurrency for the same amount of USDT received during the sale (regardless of exchange rate fluctuations), minus 0.5% + fixed exchange withdrawal fee.
For fiat currencies: there is a reverse conversion from USDT to fiat, carrying a 4% exchange partner commission.

*Note: The volatility conversion rules above apply ONLY to standard operational refunds resulting from user error. They DO NOT apply to Bona Fide customers undergoing AML/KYC refunds, who are protected under Clause 8.1.

Last Updated: July 2026