Business Day: Refers to any day other than a Saturday, Sunday, or public holiday in the Czech Republic when financial institutions in the country operate.
Company: Refers to Digital Ocean s.r.o., a company registered under the laws of the Czech Republic ("We","Us", "Our", or in relation to services,"Easyswapper"). The company is located at Cimburkova 916/8, Žižkov,130 00 Prague 3, Czech Republic, and is licensed to provide services related tovirtual assets.
Prohibited Conduct: Includes fraudulent activities, money laundering, terrorist financing, and any other unlawful behavior.
Money Laundering: Defined as the activities specified in Section 3 of Act No. 253/2008 Coll. on measures against the legalization of criminal revenue and financing of terrorism, as amended (AML Act).
Terrorist Financing: Refers to activities outlined in Section 3 of Act No. 253/2008 Coll. on measures against the legalization of criminal revenue and terrorism financing, as amended (AML Act).
Fraud: Any act or omission, including intentional or reckless misrepresentation, aimed at misleading a party to gain financial or other benefits or avoid responsibilities.
Criminal Conduct: Behavior that constitutes an offense under the law, regardless of where it occurred, or would be considered an offense if it took place elsewhere.
User: Any individual or entity that utilizesthe services, agrees to the terms and conditions, and holds an account.
Fiat Currency: Legal tender issued by a central bank or another public authority, which the User sends toor receives from Easyswapper.
Cryptocurrency: Digital currency that is distinct from fiat currency, which the User transacts with Easyswapper.
Issuing Bank: The financial institution that issued the payment card to the User.
Refund Eligibility Criteria: A set of conditions that must be satisfied for the User to submit a refund request.
Refund Request: The formal request made by the User seeking a refund.
Funds: Refers to any funds (including fiat currency and virtual assets such as cryptocurrencies) transferred to and stored in the User’s account (wallet).
All other terms and definitions used in this Refund Policy are consistent with the meanings outlined in the Terms of Service.
AUser who has made a payment for the Services, whether by covering the transaction fee or depositing funds into their account (wallet), can request a refund under the terms outlined here.
Refunds will only be considered if the User fully complies with all the Refund Eligibility Criteria.
If the User does not meet the Refund Eligibility Criteria, the Company reserves the right to deny the refund request at its discretion.
Submitting a refund request does not guarantee the request will be approved.
To request a refund, the User must send an email to the Company’s support at:
support@easyswapper.io.
The Company may review and verify all transactions, operations, and information connected to the refund to prevent any prohibited activities.
The Company may ask the User to provide specific documents and details, such as identification, a copy of the Payment Card, an Invoice, or any other proof that the disputed payment occurred.
If the User does not supply the required documents within three (3) days of the Company’s request, or if there are doubts about the authenticity of the documents, the Company has the right to reject the refund request.
TheCompany will process the refund request as soon as reasonably possible. Theresponse time will vary depending on the reason for the request.
The Company will inform the User of the result of the refund request within the timelines specified in this policy.
If the Company is unable to fulfill the User's Cryptocurrency Purchase order, the Company will inform the User and, if possible, provide reasons for the refusal along with guidance on how to rectify any factual mistakes. However, the Company may withhold this notification if doing so would violate the law. The Company will return the User's Fiat Currency to the payment account from which it was originally sent, provided that applicable laws allow for such a refund.
If any Third-Party Service providers discontinue offering their services to the Company under reasonable terms, the Company may stop offering those features to the User without granting a refund, credit, or any other form of compensation.
Without affecting other sections of this Refund Policy, the User acknowledges that due to the nature of cryptocurrency markets, all transactions are final and cannot be reversed.
The User accepts that if cryptocurrency is sent to an incorrect account (wallet) address, the Company cannot offer support or issue a refund, as the Company has no control over the User’s wallets or any addresses where the User sends their cryptocurrency.
The User recognizes that they are solely responsible for staying alert to potential fraud or mistakes and for safeguarding their private key.
The Company will not issue refunds if the User suffers from fraud, mistakes, or the loss of their private key.
In the event that the User’s transaction fails or is cancelled for any reason, the Company will refund the User.Refundrequests will only be considered if the Company receives the request no later than forty-eight (48) hours after the transaction took place.
The User must submit the refund request to the Company at the provided email address, including the following information:
- Complete details of the transaction;
- Subject of the refund request;
- Explanation of the reasons for the refund request;
- Contact information;
- Supporting documents (proof);
- Any other information the User considers relevant to the refund request.
The refund request should be emailed to the Company’s specified address, as outlined in this section, with the subject line "Refund Request".
For further inquiries about the Refund Policy, the User should contact the Support Team via the email address mentioned in this section.
Within three (3) Business Days of receiving the Refund request, the Company will contact the User to request any necessary additional documents and information.
The User must provide these as soon as possible, but no later than three (3) Business Days after the request, unless otherwise specified in this Refund Policy.
The Company will inform the User of its final decision regarding the Refund via email.
If the Company agrees that the User qualifies for a refund, the refund will be processed as soon as reasonably possible.
The User acknowledges that, depending on their bank, the refund process may take up to ten (10) Business Days or possibly longer. If the User has not received their funds after this period, they should contact the Company at
support@easyswapper.io. To expedite the process, the User may also contact their bank directly, as the Company has no ability to speed up the banking process.
No refund will be issued under the following circumstances:
· If the User fails to provide the requested information or documents within the stipulated timeframe; and/or
· If the Company suspects that the User has engaged in, or been involved in, fraudulent or illegal activities, including Prohibited Conduct.
TheCompany reserves the right to freeze the User's Funds during the Refund investigation, meaning the Funds may be temporarily inaccessible. The Company may, at its sole discretion, extend the time for the Refund investigation if the User delays in providing the requested documents and information without a valid reason.
