Refund Policy

1. Introduction

Crypterum.com guarantees to any its User the right for refund in case if such User is not satisfied with the quality of the provided Services.

This Refund Policy concerns only Transaction fees and Users’ Funds and does not cover any transactions between the Users related to purchase-sale of cryptocurrencies, and it does not refer to any refunds for purchased cryptocurrencies.

Crypterum.com doesn’t take any additional charge for refund/return except the cases where the third parties (banks or any other entities) take part in payment processing. Refund/return is processed according to the current fees.

We do not Refund and Return amounts in excess of the original amount but we undertake to make best efforts to assist the Users in case of any disputes related to refunds of purchased cryptocurrencies.

2. General conditions

2.1. The User on Crypterum.com who has paid a transaction fee or funded his account may ask for Refund or Return in accordance with the Eligibility Criteria as further set out herein.

2.2. Refund/Return will only be considered where the User complies with the Eligibility Criteria in full. Where the User fails to meet any of the Eligibility Criteria, Crypterum.com shall have the right, in its sole discretion, to decline the User's request for a Refund/Return.

2.3. In order to apply for a Refund Request, the User must send a request to support address [email protected] with "Refund Request" in the subject line.

To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by Crypterum.com. Crypterum.com 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 Crypterum.com request or in case of any doubts as to authenticity of provided documents, Crypterum.com shall be entitled to decline the User's Refund/Return request.

2.4. Crypterum.com shall process the User's Refund request as soon as practicable. Response times will vary depending on stated reasons for the request.

2.5. Refund/Return request will be approved or declined after verification made by Crypterum.com. Submission of Refund Request does not guarantee that the User's request will be satisfied.

3. Refund eligibility criteria

3.1 All requests for Refund will be accepted where notice is received by Crypterum.com no later than forty-eight (48) hours after made Transaction.

3.2 Notice mentioned in 3.1 above should be provided to Crypterum.com by sending a Refund request on [email protected] with "Refund Request" in the subject line.

3.3 The Refund request should be sent only from e-mail address that was specified during registration.

4. Processing time

4.1. Within five (5) Business Days (every official working day of the week) from the date of Refund request, Crypterum.com shall contact the User to request further information (if required) and the User shall provide such information as soon as practicable, but in any case no later than fourteen (14) days following such request.

Crypterum.com shall notify the User by e-mail on its final decision regarding Refund/Return:

  • within five (5) Business Days following the receipt of the last requested additional document or information;
  • within ten (10) Business Days following the receipt of Refund request, if no further information or document is requested.

4.2. Refund/Return will be processed within ten (10) Business Days from the date of notifying the User on the Crypterum.com decision.

The User will have no Refund/Return :

  • If Crypterum.com suspects that the User has, or is, engaged in, or have in any way been involved in, fraudulent or illegal activity, including Prohibited Conduct.
  • When the User fails to provide Crypterum.com with information or/and document(s) requested by Crypterum.com within the terms set herein.
  • There is no ground for Refund/Return.

4.3. Crypterum.com reserves the right to lock the User's Funds while Refund/Return investigation is in process, which means that the Funds could be inaccessible during such investigation.

5. Chargebacks

5.1 Crypterum.com 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.

5.2 Crypterum.com expects the User to contact it using Crypterum.com contact details to resolve any problem or issue related to his or her 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.

5.3 Crypterum.com reserves the right to suspend User's account and lock User's Funds during the chargeback investigation procedure.

6. Miscellaneous

6.1. 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 Crypterum.com and in the case of any amendments, Crypterum.com will make an appropriate announcement. The changes will apply after Crypterum.com has given notice.

6.2. 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.

In case if the User does not wish to accept the revised Refund Policy, he or she should not continue using Crypterum.com Services. If the User continues to use the Services after the date on which the change comes into effect, his or her use of the Services to be bound by the new Refund Policy.