This article outlines Coinance.eu refund policies based on type of exchange transactions performed.
Coinance.eu guarantees to any of its User his/her/their right for refund if Coinance.eu does not send the cryptocurrency to the user requested address.
The User who has paid for the Coinance.eu Services, i.e. paid a transaction fee or has funded his account may request a Refund or Return in accordance with the Eligibility Criteria as further set out herein.
Refund/Return will only be considered where the User fully complies with the Eligibility Criteria. Where the User fails to meet any of the Eligibility Criteria, Coinance.eu shall have the right, in its sole discretion, to decline the User’s request for a Refund/Return.
In order to apply for a Refund/Return, the User must request and complete a Refund Form/Return Form and send the respective form to the Coinance.eu support address - [email protected]
To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by Coinance.eu. In such case, Coinance.eu may request the User to provide certain documents, including, but not limited to: identification documents, copy of the User’s Payment Card and Invoice or/and any other prove of the fact that disputed payment was made. In case if the User fails to provide appropriate documents or information within three (3) days upon the Coinance.eu request or in case of any doubts as to authenticity of provided documents, Coinance.eu shall be entitled to decline the User’s Refund/Return request.
Coinance.eu shall process the User’s Refund Form/Return Form as soon as is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, Coinance.eu shall notify the User on the outcome of the request in accordance with the timescales set out herein.
Refund/Return request will only be approved or declined after meticulous verification made by Coinance.eu.
NOTE: Submission of Refund Form/Return Form does not guarantee that the User’s request will be satisfied.
Refunds are not possible for all transactions where customer is purchasing Cryptocurrency. However, in case customer changed his mind and would like to return purchased CryptoCurrency Coinance.eu would be able to buy it back based on current market rate minus the service fee for the transaction. In other words, customer can exchange purchased Cryptocurrency for any existing Digital Currency (i.e. PayPal) or Payment Method (i.e. Credit Card payment or Bank Transfer).
The reason for such policy is the fact that price of Cryptocurrency changes constantly thus the value of purchased Cryptocurrency on the moment of refund will be different.
Coinance.eu expects the User to contact it using Coinance.eu contact details to resolve any problem or issue related to his/her/their payments, before the User makes any Chargeback request. This Section does not affect any rights and/or claims, which the User may have against the bank/financial institution.
Coinance.eu will investigate any Chargeback requests made by the User and in response will inform the User’s Issuing Bank whether any Service or Transaction has been cancelled.
Coinance.eu reserves the right to suspend User's account and lock User's Funds during the chargeback investigation procedure.
Any charges, which arise upon processing Refund/Return, shall be borne solely by the User. Such charges will be deducted from the final amount of Refund/Return.
This Refund Policy will be amended from time to time if there is any change in the legislation. Terms and conditions of the Refund Policy are subject to change by Coinance.eu and in the case of any amendments, Coinance.eu will make an appropriate announcement. The changes will apply after Coinance.eu has given notice.
In case the Client has provided incorrect card holder data when making payment, commission fees, which arise in processing Returns/Refunds of funds, are fully paid by the Client.
Due to the fact that the cryptocurrency rate is changing very dynamically, the difference between cryptocurrency rate at purchase moment and at refund moment is paid by Client.
In case if the User does not wish to accept the revised Refund Policy, he/she should not continue to use Coinance.eu Services. If the User continues to use the Services after the date on which the change comes into effect, his/her/their use of the Services to be bound by the new Refund Policy.