Return policy
1. The Service undertakes to return the assets that were sent by the client to the accounts of the Service only in a few cases: if the user did not receive the assets from the Service to his own account, if the user made an application, making mistakes or violating the rules of the Service, or if the Service cannot complete the exchange due to the fact that the account specified by the user was blocked, inactive, incorrect or limited. The fee charged by the Service for processing the return will be deducted from the amount returned to the User.
2. Refunds are possible only if the User provides all the necessary data for the return, including the account number and/or other supporting documents. If the User does not provide enough information to complete the return, the Service reserves the right to refuse the return. The Service is not responsible for the data erroneously indicated by the User for the return.
3. To return the funds sent to the account of the Service, you must contact the technical support of the site by e-mail. The Service guarantees that the return will be made in accordance with the rules specified in this article, within 24 hours from the moment the User agrees to the return.
The return can be made only to the account of the user from whom the assets were sent, or to the account confirmed by the user's email, according to the Rules for making changes to the details of payments published on the site.
4. The refund can be made only in an amount not exceeding the amount of the Funds that were sent by the User to the accounts of the Service for exchange.
5. If for some reason the user wishes to cancel the application after its payment, the return of assets is carried out at the current exchange rate minus a percentage of the exchange amount, as well as all costs incurred by the Service during the return, including commissions of payment systems. The Service also charges a fee in accordance with the asset recovery tariff provided for by this policy. In some cases, it is possible to recalculate the commission in favor of the client (for example, due to a technical failure in the Service or force majeure).
5.1 Look out! There are special rules for refunds of payments in cryptocurrency and fiat currencies! We record all incoming payments for applications in USDT on cryptocurrency exchanges, and in case of impossibility of exchange, you can demand a refund under the following conditions: For cryptocurrencies: we buy the cryptocurrency back for the amount of USDT that we received during the sale (regardless of which way the exchange rate has changed), minus 0.5% + a fixed commission for withdrawal from the exchange. For fiat currencies: - similarly to cryptocurrency, reverse conversion from USDT to fiat occurs, and the commission is: 4% of the amount of Funds (commission of the cryptocurrency exchange).
5.2 In the event that the payment has not been made due to the fact that the recipient is a citizen of the country included in the prohibited list, the company has the right to withhold 3% of the refund in compensation for possible financial losses and administrative costs associated with this transaction.
5.3 If the client or the client's bank refuses to make a payment, the refund will be made minus a commission of 3% of the refund amount. This fee is intended to cover possible financial losses and administrative costs associated with a failed transaction.
6. The Service has the right to:
6.1 Do not perform a Refund or Unaccounted Funds until the User requests a Refund. The Service starts the Return procedure only after the User requests support. Also, the Service has the right to refuse the User in the Return procedure in some cases;
6.2 Return within 24 hours from the date of the User's request and provide them with the information necessary for the implementation of the Return.
6.3 Do not reimburse the User for the commission of payment systems upon Return, as well as charge a commission for the Return of Unaccounted Funds in accordance with clause 5.
6.4 Charge a fee for the Return specified in Clause 5 if the Service cannot perform the Exchange for reasons beyond its control, for example, if the User's account is blocked or limited, or if the Application is incorrectly executed.
6.5 Charge the Return Fee specified in Clause 5 for Applications canceled under the Timeout, when the User sent the Funds to the accounts of the Service after the cancellation of the Application and requires the Return.
6.6 In accordance with clause
7. Additionally.
7.1 of this policy, do not pay additional commissions to the User.
7.1 The Service stores the User's Assets to be returned in its accounts free of charge for 6 months. In addition, the Service does not use the User's Assets to be returned for its profit until the expiration of the 6-month period from the date of sending the funds.
7.2 The Service may make concessions and perform the Return in case of the User's error during the Exchange, for example, when the User indicated incorrect details or someone else's account.
7.2.1 The User shall independently ensure the return of erroneously transferred Funds to the Service account by agreeing with the account holder or the payment system on the return.
7.2.2 The Service shall only launch a refund mechanism upon receipt of the full amount of erroneously transferred Funds and under the conditions described in the current policy.
7.2.3 The Service shall charge a fee for the return of Assets in accordance with Clause 5 of the Policy.
7.3 The Service may perform a Return to the User's account other than the one specified in the Application if it is necessary to return Funds in cryptocurrency or tokens.
7.4 Token returns related to AML verification are carried out according to the rules described in the AML Policy.