The User Asset Refund Policy describes the procedure for performing refunds and the number of commissions that may be withheld by the service for processing them. This policy is an integral part of the general terms of service.
- Refund amount cannot exceed the amount of the User’s Asset sent to the service’s account for an exchange.
- Refund can only be made to the User’s account specified in the application or from which the Assets were received, except in cases provided for by the service’s rules.
- A commission for refund execution is withheld from the amount of the Asset being refunded.
- The service’s obligations inсlude refunding Assets sent by the User to the service’s account if the exchange did not take place and refunding Unaccounted Funds to the User.
- The service’s obligations:
- Additionally:
- Special Conditions:
- Refund Fees:
5.1. The service undertakes to return the Assets to the sender’s details within the next 72 hours after receiving the address for the refund and the Customer’s consent to the refund.
5.2. The service undertakes to return the Assets sent to the User’s service accounts only if the exchange did not take place.
6.1. To initiate the refund procedure, the request for a refund must be made by the User. The service will not process the refund without a direct request.
6.2. The User cannot receive reimbursement for payment systеm commission fees in the case of a refund. Exceptions can only be made in cases where a refund is a forced measure due to a technical malfunction in the service’s operation.
6.3. If the exchange was successfully completed, the refund procedure will be rejected.
6.4. If, for any reason, the service cannot complete the exchange, which is not its fault, for example, the User’s account is blocked or registered incorrectly, a commission is charged for the refund procedure.
6.4. Additional commissions are not paid to the User.
7.1. In accordance with the special conditions, the service holds the user’s assets that must be returned on a non-refundable basis within 3 calendar months after the request is created. The service does not use these assets for commercial purposes or to generate profit from them during the specified period. In some cases, if tokens or cryptocurrency assets need to be returned, the service may make a refund to a different user account than the one specified in the request.
8.1. The service charges a commission for refunds provided by these rules, in accordance with the following rates and schemes.
Any incoming cryptocurrency and fiat payments received by us for requests are fixed by us in USDT on cryptocurrency exchanges, and if it is impossible to execute the exchange, you can demand their return under a number of conditions.
Payment return mechanisms in different directions:
- Direction Fiat Currency → Cryptocurrency, stablecoin, payment systеm, fiat currency:
- Direction Cryptocurrency → Cryptocurrency:
- Direction Cryptocurrency → UAH/Payment systеm:
- Direction Payment systеm (AdvCash, Payeer, Perfect Money, Capitalist) → Cryptocurrency:
- Direction Payment systеm (AdvCash, Payeer, Perfect Money, Capitalist) → UAH:
We buy back fiat currency from you for the amount of USDT received during the sale (regardless of the direction of the exchange rate change), minus 4% (exchange commission for funds deposit).
If coins were not bought:
We buy back cryptocurrency for you for the amount of USDT received during the sale (regardless of the direction of the exchange rate change), minus 0.5% plus fixed withdrawal commission from WhiteBIT exchange.
If coins were bought:
We sell the coins bought by the systеm for USDT and buy a cryptocurrency for you for that amount, minus 0.5% plus a fixed withdrawal commission from WhiteBIT exchange.
We buy back cryptocurrency for you for the amount of USDT received during the sale of your assets (regardless of the direction of the exchange rate change), minus 0.5% plus fixed withdrawal commission from WhiteBIT exchange.
If coins were not bought:
The service charges a commission in accordance with the current tariffs (taking into account the fees of the payment systеm) — AdvCash: -1%; Payeer: -0.5%; Perfect Money: -0.5%; Capitalist: -0%.
If coins were bought:
We sell the coins bought by the systеm for USDT (1 USDT equals 1 USD) and transfer them to your currency. The service charges a commission in accordance with the tariffs of the payment systеm — AdvCash: -1%; Payeer: -0.5%; Perfect Money: -0.5%; Capitalist: -0%.
If it is not possible to carry out the exchange, you have the right to demand a refund under these conditions:
The service charges a commission in accordance with the current tariffs (taking into account the fees of the payment systеm) — AdvCash: -1%; Payeer: -0.5%; Perfect Money: -0.5%; Capitalist: -0%.
