1.1. This policy is part of the Agreement and describes the procedure for returning funds in the Ultiment s.r.o. (“Company”, “We”) on-ramp services.
1.2. Refunds are a time-consuming operation for the technical support of the Company. In some cases, the refund requires contacting the technical support service of the partners of third parties, which entails significant time losses. Fee charged for refunds is aimed at minimizing the cost of individual customer service.
2. WHEN CAN WE MADE A REFUND?
2.1. Company is obliged to return the fiat funds that have been sent by the Customer to the Company accounts in case the exchange has not taken place and the Customer has not received assets from the Company to his account.
2.2. Any actions of the Company on the return of the funds on the aforementioned basis begin after the Customer's appeal to the technical support of the service. Without the Customer's request the service does not work in respect of the return.
2.3. Also Company shall return the funds that have been sent by the Customer to the Company accounts in case of impossibility to perform the exchange for reasons beyond the control of the Company, in particular, when:
- Company is unable to complete the exchange to the Customer's blocked or limited account;
- Company is unable to complete the exchange on the Customer's order in violation of provisions of the Agreement;
- Customer has paid for the order with mistakes in the payment details;
- Customer paid the order after the time for payment expired or after the order was canceled;
- Refunds are made at the request of the customer (cancellation of the order).
2.4. Notwithstanding the above, Company reserves the right to cancel the order without any refund, or decline any refund request, if it suspects that the Customer has or is engaged in, or has in any way been involved in, fraudulent or illegal activity.
3. RULES OF REFUND
3.1. Returns can be made only for the amount not exceeding the amount of the funds sent by the Customer to the service accounts for exchange.
3.2. Refunds can be made only to the Customer's bank account specified in the order or from which the service has accepted the funds.
3.3. Refunds can be made only in the same fiat currency in which the funds were sent by the Customer.
3.4. In the course of the refund process, the Company may request additional documents in the framework of Anti-money laundering policy and Fraud prevention policy.
4. COMMISSION AND CHARGES
4.1. Company charges a commission (Commission) for the return of any types of funds - 3% of the returning amount.
4.2. Commission is deducted from the amount of the returned funds to the Customer.
4.3. Other fees, commissions and charges associated with the refund, including without limitation fees and commissions charged by payment systems for sending funds are deducted from the amount of the returned funds to the Customer.
4.4. Due to the fact that cryptocurrency rate can change very dynamically, there may be a negative difference between the value of the assets at the time of purchase and its value at the time of sale - difference shall be covered by the amount of the returned funds.
4.5. Company also charges a Commission for the refund in cases, specified in clause 2.3.
4.6. The commissions of the payment systems when refunding are not refundable to the Customer.
4.7. Company charges a commission for the return of funds as described in paragraph 10 of these rules.
5. CLOSING PROVISIONS
5.1. Company reserves the right to make changes and amendments to this Refund Policy including if any changes are made in the legislation.
5.2. In case if the Customer does not wish to accept the revised Refund Policy, he/she should not continue to use Company Services. If the Customer 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.