Introduction
Welcome to Swaps.app!
This Refund Policy outlines the terms and conditions under which Customers may be eligible for a refund.
2. Definitions
For the purposes of these Refund Policy:
Account means the result of registration in the Swaps system with verified KYC during which personal data of the registered person is processed, checked and the first successful transaction is processed. If the first transaction is not processed, Company considers it as not finished onboarding and the result of registration meaning is User.
Business Day means every official working day of the week in Estonia.
Chargeback means return of the Customer's money by his/her Issuing Bank due to the disputed and/or fraudulent transaction or due to compliance reasons.
Company (referred to as either "the Company", "We", "Us" or "Our") refers to Octo Liquidity OU, 14829050, Estonia, Harju maakond, Tallinn, Kesklinna linnaosa, Oru tn 2 – 7, 10127, License FVT 000398.
Customer (hereinafter also referred to as “You”) means an individual from an age of 18+ up to 60, a company or other legal entity on behalf of which such individual that has read and agreed to this Terms of Use of Swaps and uses services of the company provided through the Mobile, Bot or Website Platforms.
Under GDPR (General Data Protection Regulation), You can be referred to as the Data Subject or as the Customer as you are the individual using the Service.
Eligibility Criteria means the set of requirements that must be met for Refund.
Orders mean a request by the Customer to purchase cryptocurrency from Company via the Platform, subjected to the terms and conditions of Company.
Platform means collective name that can refer to the Mobile, Website and Bot Platform.
Refund means giving back the Customer’s Funds transferred to his/her Account to the account the original payment was made.
Service refers to any type of services connected with Platform provided by the Company.
Swaps means collective name that can refer to both the Platform and the Company.
Terms and Conditions (also referred as "Terms", “Terms of Use”, “Terms of Service”, “Agreement”) mean these Terms and Conditions that form the entire agreement between You and the Company regarding the use of the Service.
Transaction Charges means any fee charged by a bank/financial institution upon processing a valid refund request.
Website Platform means a website that is operated by the Company and available at https://swaps.app.
All other terms and definitions in this Refund Policy are used in the same meaning as under the Terms of Use.
3. Eligibility for Refunds
Due to the nature of cryptocurrency transactions, which are irreversible once confirmed on the blockchain, refunds are generally not possible except under the following circumstances:
Unprocessed transaction: The Customer has the right to change his/her mind in case if the Customer’s Account was already funded and to request his/her Funds to be returned before transaction is executed.
Service Error: If an error occurs on our end, such as an incorrect amount sent or received due to a technical malfunction.
Compliance Reasons:
Customers have the right to receive a refund if a transaction must be reversed due to compliance with legal or regulatory requirements, including but not limited to anti-money laundering (AML) regulations, sanctions, and court orders.
When requested by Company to do so, the Customer fails to provide us with information or/and document(s) within the terms set in Terms of Use.
NOTE: The Company provides refunds using the same means of payment that the Customer used for the original transaction.
4. Refund Request Process
If you believe you are eligible for a refund based on the criteria outlined above, please follow these steps:
Contact Support: Email our support team at [email protected], include the following information:
Your full name and contact details
Transaction ID
Detailed explanation of the issue and reason for requesting a refund
Review Period: Our team will review your request within 3-5 business days. During this period, we may contact you for additional information or documentation.
Resolution: You will be notified of our decision via email. If your request is approved, the refund will be processed within 2 business days from the approval date.
NOTE: Submission of Refund request does not guarantee that the Customer’s request will be satisfied.
5. Non-Refundable Transactions
The following situations do not qualify for a refund:
Market Fluctuations: Refunds will not be granted due to changes in cryptocurrency values after a transaction has been completed.
Customer Errors: Refunds will not be granted for Customer errors such as sending the wrong amount or to the wrong address, or any other mistake made by the user.
NOTE: Swaps.app reserves the right to cancel orders without any refund or decline any refund request if it suspects that the Customer has engaged in, or been involved in, fraudulent or illegal activity.
6. Fees and Charges
Refunds, if granted, will be subject to the deduction of any applicable fees, including but not limited to:
Transaction Charges
Processing fees
Any charges, which arise upon processing Refund, shall be borne solely by the Customer.
7. Chargebacks
The Company expects the Customer to contact us using our contact details to resolve any problem or issue related to his/her payments before the Customer makes any Chargeback request. This Section does not affect any rights and/or claims, which the Customer may have against the bank/financial institution.
The Company will investigate any Chargeback requests made by the Customer and in response will inform the Customer’s Issuing Bank whether any Service or Transaction has been cancelled.
The Company reserves the right to suspend Customer's account and lock Customer's Funds during the chargeback investigation procedure.
Any costs associated with chargebacks will be your responsibility.
8. Policy Changes
We reserve the right to modify this Refund Policy at any time. Any changes will be posted on our website with an updated effective date. It is your responsibility to review this policy periodically.
In case if the Customer does not wish to accept the revised Refund Policy, he/she should not continue to use our 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.
9. Contact Us
If you have any questions or concerns about our Refund Policy, please contact us at: [email protected].
By using our services, you acknowledge that you have read and understood this Refund Policy and agree to its terms and conditions.