CALMSWAP S.R.O. REFUND POLICY

Calmswap s.r.o., ID: 21246823, registered office address at Czech Republic, Cimburkova 916/8, 130 00 Prague – Žižkov, registered in the Commercial Register kept by the Municipal Court in Prague, Section C, File 398874, hereinafter the ‘Company’, also ‘we’, or ‘us’, wants its customers to have a satisfactory experience with services provided. For that reason, we guarantee our customers the right to apply for a refund in cases and under the conditions provided below in this Refund Policy. 

The Company will make its best efforts to assist the customer if any dispute occurs subject to a refund of a virtual currency transaction.

1. REFUND REQUEST

1.1 The customer should initiate a refund within 48 (forty-eight) hours since the transaction in question has been executed. Refund should be imitated by submitting a refund request. 

1.2 The customer shall send a refund request in a free form to the email [email protected], with a ‘Refund Request’ in the subject line.

1.3 A refund request should contain the following minimum of information:

1. 1. order or invoice number/reference number,
   2. transaction currency and amount,
   3. transaction date.

1.4 Our support team reviews submitted refund requests and verifies data stipulated therein with all due respect and care. Support team will carefully and accurately verify all transaction details and information related to the requested refund to avoid any prohibited conduct.

1.5 Submission of a refund request does not guarantee that the customer's request will be unconditionally satisfied.

1.6 Our support team may request additional documents from the customer. Information request should be satisfied by the customer within 3 (three) business days, except if another request execution timeline is specified in the support team request. Our information request may include, inter alia, but not limited to: 

1. customer’s identification documents, 
2. bank statement or payment system transaction document evidencing execution of disputed transaction,
3. photo copy of customer’s payment card, 
4. customer’s personal area interface screenshot with a transaction under question.

1.7 If we discover that any information provided by the customer is incorrect or false, or if the customer fails to comply with other refund requirements provided herein, or if any documents delivered by the customer have proved to be not authentic or relevant, such refund request shall be deemed invalid and we reserve the right to decline it.

1.8 All submitted refund requests are under our compliance team mandatory AML/CTF/CPF checks. 

2. REFUND PROCESSING

2.1 We will process refund request and respond to the customer within 14 (fourteen) business days since a refund request is duly submitted.

2.2 We execute approved refund requests and return disputed funds within 14 (fourteen) business days since the relative refund request is approved. 

2.3 We retain the right to extend refund request processing time proportionally to the information request satisfaction time by the customer (Cl. 1.6 above) or any reasonable time necessary for compulsory checks’ conducting and additional documents review. We will inform the customer on initial term extension and extension reasons as well.

2.4 We make the refund only using the same payment method and only to the account that was used by the customer to deposit funds in question. If such a payment method or account is unavailable, the refund cannot be completed. We do not perform refunds to other accounts not registered on customer’s name or registered in favour of third parties, or in cash.

3. CHARGEBACKS

3.1 In case of a chargeback the customer should first contact us before contacting its bank or a payment service provider with a chargeback request. 

3.2 If the customer notwithstanding the provisions of Cl. 3.1 above has initiated a chargeback procedure with its bank or payment service provider, we will investigate such a chargeback request within a reasonable term and will inform directly the bank or payment service provider whether the transaction in question has been cancelled.

3.3 We reserve the right to suspend customer’s account activity and provision of services for the chargeback request investigation period. 

4. FEES AND CHARGES

4.1 All charges and fees applicable by the bank, payment service providers or other parties to the disputed transaction subject to the refund or chargeback request processing and exertion shall be borne solely by the customer, and shall be deducted from a refund amount.

4.2 If the customer for submitted request investigation has provided any misleading or wrong details that prevent us from executing a refund, all associated fees arising from correcting and processing such refund shall be borne solely by the customer. 

5. MISCELLANEOUS

5.1 This Refund Policy is under regular review and updates.

5.2 We retain the rights to amend this Refund Policy anytime, notifying the customer in a timely manner. If the customer does not agree to the amendments made, the customer shall stop using our services and shall terminate business relationships established with us in a time and manner set in our Terms of Services. 

 5.3. If the customer continues to use our services irrespective of the amendments made by us to this Refund Policy, it should be treated as customer’s consent to the amendments made and updated version of this Refund Policy.