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Refund policy

This document describes the refund policy of virtual (as well as classical) funds or cryptocurrency tokens, depending on the type and nature of the transaction. The refund policy applies exclusively to commissions and funds deposited by the User of the cryptopay24.com Service. The cryptopay24.com Service will make adequate efforts to resolve disputes and disagreements with Clients when using the Services of the cryptopay24.com Refunds in excess of the amount originally deposited are prohibited. 

GENERAL PROVISIONS

A user who has used the services of the cryptopay24.com service may request a refund only in strict accordance with the conditions and procedures described below.

In order to generate a request for a refund, the user must log in to the Personal Cabinet on the cryptopay24.com website. Then, after opening details (information) on the exchange, use the feedback form and generate a refund request, indicating all related information and refund reasons.

Submission of Refund Request is possible within 30 calendar days from the date of the payment (exchange).

Refunds will be considered only if they meet the criteria and conditions described in this document.

In order to prevent fraud and other illegal actions, the Administration of the Service will carefully check all information regarding refunds. In order to counter fraud and money laundering and in accordance with the “Anti-Fraud and Money Laundering Policy”, the User may require additional information, such as:

  1. Document identifying the User’s identity
  2. Information about the operation
  3. Identifier (confirmation) of payment in the corresponding electronic system (hash / tx id for cryptocurrency transfers)

In case of failure to provide the necessary / requested information or in case of reasonable suspicions regarding the authenticity of the data provided, the cryptopay24.com service has the right to reject the request for a refund. Requests for refunds will be considered after a full return of funds that were transferred by the cryptopay24.com to the User as part of the exchange operation. The service will begin to consider a request for a refund only after the full amount have been credited on cryptopay24.com account. Refund requests will be considered in terms of 1 business day. After making a positive decision regarding the refund, the transfer of funds will be carried out by the operator (depending on the load). 

CRYPTOCURRENCY TRANSACTIONS 

Refund is not possible. The reason for this criterion is the extremely high price volatility of cryptocurrencies. Thus, the value of the cryptocurrency purchased or sold at the time of the refund will differ from the original.

TRANSACTIONS WITHOUT THE USE OF CRYPTOCURRENCY

 

Refund is possible. Commission fees charged the client and other details of the refunding process are described in separate paragraphs of this document (see below).

CHOICE OF REFUND CURRENCY

Without exception, all refunds are made in the currency deposited by the client during the exchange operation, through the same payment system that was used during the initial transfer. For example, if the client transferred funds to the cryptopay24.com account in USD using the AdvCash system, the refund will be made in AdvCash USD accordingly. 

REFUND ACCOUNT

All refunds will be made to accounts specified in the order (application) by the User. The e- cryptopay24.com service is not responsible for refunds to incorrectly (by mistake or typo) specified accounts. In order to avoid misunderstandings, the user undertakes to carefully enter data when compiling an Order. In exceptional cases, when it is impossible to pay a refund to the specified account, cryptopay24.com may accept alternative details from the Users. Alternative details should be submitted via the feedback form of the user's Personal Cabinet. 

REFUND FEES

 

When making a refund triggered by the initiative of the User (or due to User fault), the User will be charged a Refund Fee equal to the amount of the Commission Fee taken by the Service during the exchange operation, but not less than 5% of the total amount exchanged.

Any fees arising from the processing of the refund from the Payment Systems are paid exclusively by the User. Such charges will be deducted from the final amount to be refunded. 

OTHER PROVISIONS

This Refund Policy will be amended from time to time. The terms and conditions of the refund procedure can be changed by the cryptopay24.com Service, and in case of any changes, cryptopay24.com will make a corresponding announcement via the website. Changes will take effect after notification by cryptopay24.com In the event that the User does not wish to accept the terms of the Refund Policy, he/she should not continue to use the cryptopay24.com Services. If the User continues to use the Services, this means that he/she agrees to the conditions stipulated in this Refund Policy.

 

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