Refund policy

Xchangeyard guarantees to its users, the right for a refund.Xchangeyard undertakes to make its best effort to assist the Users in case of any disputes related to purchased crypto-currencies or e-currency Refunds

1.General conditions

To be eligible for refund, the transaction must not have been processed or completed. All completed transactions are NOT ELIGIBLE for refund 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, Xchangeyard shall have the right, in its sole discretion, to decline the User’s request for a Refund. In order to apply for a Refund/Return, the User must have to contact with Xchangeyard support team.

To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by Xchangeyard. In such case, eXchangeyard may request the User to provide certain documents, including, but not limited to, identification documents, a copy of the User’s Payment Card and Invoice or/and any other proof of the fact that disputed payment was made. In case if the User fails to provide appropriate documents or information within two (2) days upon the Xchangeyard request or in case of any doubts as to the authenticity of provided documents, eXchangeyard shall be entitled to decline the User’s Refund request.

xchangeyard shall process the User’s Refund as soon as is reasonably practicable. Response times will vary depending on the stated reasons for the request. In any case, Xchangeyard shall notify the User on the outcome of the request in accordance with the timescales set out herein.

Refund request will only be approved or declined after meticulous verification made by Exchangeyard.

2. Transactions involving cryptocurrency

Refunds are not possible for all transactions where the customer is purchasing Cryptocurrency. However, in case customer changed his mind and would like to return purchased cryptocurrency Xchangeyard would be able to buy it back based on current market rate minus the service fee for the transaction. In other words, the customer can exchange purchased Cryptocurrency for any existing Digital Currency (i.e. PayPal or pm). The reason for such policy is the fact that the price of Cryptocurrency changes constantly thus the value of purchased Cryptocurrency on the moment of the refund will be different.

3. Chargebacks

xchangeyard expects the User to contact it using Xchangeyard contact details to resolve any problem or issue related to his/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.

Exchangeyard 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 canceled. xchangeyard reserves the right to suspend User’s account and lock User’s Funds during the chargeback investigation procedure.

4. Miscellaneous

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

In case the Client has provided incorrect cardholder data when making payment, commission fees, which arise in processing Returns/Refunds of funds, are fully paid by the Client.

Commissions for Returns/Refunds:

  • Payment Method Fees: 0.5% to 3%
  • Company’s commission: 5%

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