REFUND POLICY

1. Background

We do our best to provide our Users with convenient, reliable and transparent cryptocurrency exchange service. Therefore Bitok.com guarantees any User the right for refund in case if such User unsatisfied with the quality of the provided Service.

THIS REFUND POLICY CONCERNS EXCLUSIVELY TRANSACTION FEES AND DOES NOT COVER ANY TRANSACTIONS BETWEEN USERS RELATED TO BUYING/SELLING OF CRYPTOCURRENCY FOR LEGAL TENDER AND VICE VERSA.

Refund cannot exceed the original amount of the Transaction fees totally paid by the User.

2. Definitions

Capitalized terms used in this Refund Policy have the following meaning:

  1. Business Day: means every official working day of the week in the United Kingdom.
  2. Eligibility Criteria: means the set of requirements that must be met for Refund.
  3. Refund original amount: means the precise amount of Transaction fee deducted from the amount of certain User’s Transaction.
  4. Refund Form: means the form of Bitok.com to be completed by the User, who has requested the Refund.
  5. Refund: means giving back the amount of Transaction fee paid by the User with regard to certain transaction(s).

Capitalized terms not defined in this Refund Policy have the meaning as they defined in the Terms of Use .

3. General Conditions

The User who has paid for the Service, i.e. paid Transaction fee may request Refund in accordance with the Eligibility Criteria set forth below.

Refund will only be considered if the User satisfies the Eligibility Criteria completely. If the User fails to meet any of the Eligibility Criteria, Bitok.com shall have the right, on its sole discretion, to decline the User’s request for Refund.

In order to apply for a Refund, the User must request and complete a Refund Form and send the respective form to the Bitok.com support address. You can obtain the Refund Form under request sent to support@bitok.com.

To prevent any fraudulent conduct, all payments and information related to Refund may be verified by Bitok.com. In such case, we may request the User to provide certain documents, including, but not limited to, identification documents, copy of the User’s Payment Card and/or any other proof of the fact that disputed Transaction fee was paid. In case if the User fails to provide appropriate information and/or documents or in case of any doubts as to authenticity of provided information and/or documents, Bitok.com shall be entitled to decline the User’s Refund request.

Bitok.com shall process the User’s Refund Form as soon as reasonably practicable. Response time may vary depending on stated reasons for the request. In any case, Bitok.com shall notify the User on the outcome of the request in accordance with the processing timescales set out herein.

Refund request will only be approved or declined after careful consideration made by Bitok.com.

NOTE: Submission of Refund Form does not guarantee that the User’s request will be satisfied.

4. Refund Eligibility Criteria

We set the following Eligibility Criteria for Refund:

  • All requests for Refund will only be accepted where related Refund Form is received by Bitok.com no later than forty-eight (48) hours after transaction was made.
  • Completed Refund Form should be sent to the Bitok.com electronic address with 'Refund Request' in the subject line.

5. Processing Timescales

Within fifteen (15) Business Days as of the date of Refund From receipt, Bitok.com shall contact the User to request further information and/or documents (if required) and the User shall provide such information and/or documents as soon as reasonably practicable, but in any case no later than fourteen (14) Business Days following such request.

Bitok.com shall notify the User by email about its final decision regarding Refund:

  • within fifteen (15) Business Days following the receipt of the last requested additional information and/or document;
  • within twenty (20) Business Days following the receipt of Refund Form, if no further information and/or document is requested.

Refund will be processed within twenty (20) Business Days from the date of notifying the User about the Bitok.com decision.

The User will have no Refund:

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

NOTE: Bitok.com reserves the right to lock/suspend the User’s Funds while Refund investigation is in process, which means that the Funds could be inaccessible during such investigation.

6. Miscellaneous

Any charges, which arise upon processing Refund, shall be borne solely by the User. Such charges will be deducted from the final amount of Refund.

This Refund Policy may be amended or modified at any time, at the sole discretion of Bitok.com. You acknowledge and agree that it is your own responsibility to review the Refund Policy periodically and become aware of amendments and modifications.

If you do not wish to accept the amended/modified Refund Policy, you should not continue to use the Service. Your continued use of the Site and/or the Service following the posting of changes to the Refund Policy will be deemed as your acceptance of those changes.