This Refund and Return Policy concerns exclusively Transaction fees as Virtual Currency Returns are not permitted due to inability to reverse the virtual currency transaction once it is approved by the blockchain network.
Due to the technical impossibility for return of blockchain transaction the following Refund Policy is enforced exclusively for Transaction fees and depends solely on the miner of the virtual asset.
Daxchain undertakes to make its best efforts to assist the Clients in case of any disputes related to Refunds or Returns of purchased virtual currencies.
Refunds and Returns in excess of the original amount are prohibited. Refunds and Return could only be accepted if fraudulent transaction is detected and proven by the Regulated/Authorised Third party authorities.
Daxchain guarantees to any of its Clients his/her right for Refund, in case if such User is not satisfied with the quality of the provided Services.
Every Refund and Return is treated by Daxchain with reasonable attention.
DEFINITIONS
Policy – Refund and Return Policy published at www.daxchain.eu;
DAXCHAIN System - a computer program with relevant user interfaces available on the Website and/or otherwise accessible, owned, administered, supported and developed by Daxchain OU and other services stipulated in this Agreement and intended for, as well as conclusion of Virtual Currency Purchase-Sale Agreements, Virtual Currency wallet services, virtual currency processing services;
Working day - any day of a year, except for Saturdays, Sundays and the holidays provided for by the legislation of the Republic of Estonia. The start and end of the Working day shall be determined in accordance with the Estonian (Tallinn) time;
Website - the website www.daxchain.eu;
Account - a link generated in your name at your sign up (registration) to the Daxchain System, which you can use to login to and identify yourself in the Daxchain System;
Abandoned Account - any inactive Account through which no transactions have been processed for a minimum of 6 (six) months or for which contact information (address, phone numbers, email address) is no longer valid;
Terms and Conditions - the Terms and Conditions of the present Contract, as well as any annexes to it, which are referred to in the Terms and Conditions of the Contract;
Conventional Currency - Euros;
Virtual Currency - the virtual currency Bitcoin and / or other virtual currencies;
Virtual Currency Agreement - a remote non-recurrent agreement entered by and between Client and Daxchain on the basis of Terms of Service. A particular Virtual Currency Purchase-Sale-Transfer Agreement shall be the basis for corresponding transactions in the Virtual Currency;
Services - virtual currency wallet services and virtual currency exchange services as well as have access to other services offered by the Daxchain System;
QR Payments – product/service provided by Daxchain which allows customer to perform a transfer of a Virtual Currency using a unique two-dimensional quick-response (QR) code generated by Daxchain;
QR Codes - Quick Response Code, a barcode that contains information about an item to which it is attached (virtual currency wallet).
Chargeback - return of the Client’s money by his/her Issuing Bank due to the
disputed and/or fraudulent transaction;
Issuing Bank - the bank that has issued payment card to the Client as Cardholder;
Return – return of virtual currency transaction/s – subject to restrictions in accordance with the following Policy;
Refunds – refund of virtual currency transaction/s – subject to restrictions in accordance with the following Policy;
Transaction Charges: means any fee charged by a bank/financial institution upon
processing a valid refund request.
Where required by the context, the concepts used in the singular form in these Refund and Return shall be deemed to include their plural form and vice versa.
All other terms and definitions in this Refund Policy are used in the same meaning as
under the Terms and Conditions and Terms of Use published on the Website.
GENERAL CONDITIONS
The Client who has paid for the Daxchain Services, i.e. paid a transaction fee, or has
funded his account may request a Refund or Return in accordance with the eligibility
criteria as further set out herein.
Refund/Return will only be considered where the Client complies with the eligibility criteria
in full. Where the Client fails to meet any of the eligibility criteria, Daxchain shall have
the right, in its sole discretion, to decline the Client’s request for a Refund/Return.
In order to apply for a Refund/Return, the Client must request and complete a Refund
/Return Form and send the respective form to office@daxchain.eu, Subject to: Refund/Return request.
Refund Policy is not applicable and will not be executed in relation to QR Payment or other Services related to the receiving of Virtual Currency by the Client.
Client can obtain the Refund/Return Form under request sent to office@daxchain.eu.
To prevent prohibited unlawful conduct, all transactions and information related to Refund/Return may be verified by Daxchain and Regulated Third Parties. In such case, Daxchain
may request the Client to provide certain documents, including, but not limited to:
Identification documents;
Proof of address;
Proof of source of funds;
Date and amount of disputed transaction;
Invoice or/and any other prove of the fact that disputed payment was made;
Refund/Return Form.
In case if the Client fails to provide appropriate documents or information within ten (10) Business Days upon the Daxchain’s request or in case of any doubts as to authenticity of provided documents, Daxchain shall be entitled to decline the Client’s Refund/Return request.
Daxchain shall process the Client’s Refund/Return Form as soon as is reasonably
practicable. Response times will vary depending on stated reasons for the request. In any
case, Daxchain shall notify the Client on the outcome of the request in accordance with
the timescales set out herein.
Refund/Return request will only be processed, approved or declined after appropriate verification
made by Daxchain.
NOTE: Submission of Refund Form/Return Form does not guarantee that the Client’s
request will be satisfied.
REFUND ELIGIBILITY CRITERIA
- All requests for Refund will only be accepted where notice is received by
Daxchain no later than twenty-four (24) hours after made Transaction.
- Notice for request of Refund or Return should be provided to Daxchain by completing
Refund/Return Form.
- Completed Refund/Return Form should be sent to the Daxchain electronic address office@daxchain.eu - Subject to: Refund/ Return Request.
- Daxchain provides Refund/Return using ONLY the same means of payment as the Client used to purchase/transfer Virtual Currency.
RETURN ELIGIBILITY CRITERIA
- All requests for Return will only be accepted where notice is received by
Daxchain no later than twenty-four (24) hours after made Transaction.
- Notice for request of Refund or Return should be provided to Daxchain by completing
Refund/Return Form.
- Completed Refund/Return Form should be sent to the Daxchain electronic address office@daxchain.eu - Subject to: Refund/ Return Request.
- Virtual Currency Returns (Returns of the Original Amount of the transaction)
are not permitted due to inability to reverse the virtual currency transaction.
- Daxchain provides Refund/Return using ONLY the same means of payment as the Client used to purchase/transfer Virtual Currency.
PROCESSING TIMELINE
Within fifteen (15) Business Days as of the date of Refund/Return Form receipt,
Daxchain shall contact the Client to request further information (if required) and the Client
shall provide such information and documentation as soon as reasonably practicable but in any case not later
than ten (10) Business Days following such request.
Daxchain shall notify the Client by e-mail on its final decision regarding Refund/Return:
within fifteen (15) Business Days following the receipt of the last requested additional
document or information; within fifteen (15) Business Days following the receipt of Refund Form/Return Form, if no
further information or document is requested.
Refund/Return will be processed without undue delay, and in any event within fifteen
(15) Business Days beginning with the day on which the Daxchain agrees that the Client is entitled
to a Refund/Return.
The Client will have no Refund/Return:
If there is a claim for a Return of an original Virtual Currency transaction amount, virtual currency amounts
will not be refunded due to irreversible nature of the transaction.
When Client fails to provide Daxchain with requested
information or/and document(s) within the terms set herein.
If Daxchain suspects that the Client has, or is, engaged in, or have in any way been
involved in, fraudulent or illegal activity, including breach of Terms and Conditions and Terms of Service.
There is no ground for Refund/Return.
NOTE: Daxchain reserves the right to lock the Client’s Funds/Virtual Currencies while Refund/Return investigation is in process, which means that the Virtual Currencies deposited in Virtual Currency Wallet could be inaccessible during such investigation.
CHARGEBACKS
Daxchain expects the Client to contact it using Daxchain contact details to resolve
any problem or issue related to his/her payments or transactions before the Client makes any Chargeback request. This Policy does not affect any rights and/or claims, which the Client may have against the issuing Bank or financial institution.
Daxchain will investigate any Chargeback requests made by the Client and in response
will inform the Client’s Issuing Bank whether any Service or Transaction has been
cancelled.
Daxchain reserves the right to suspend Client Account and lock Clients Funds/Virtual Currencies during the chargeback investigation procedure.
MISCELLANEOUS
Any charges, which arise upon processing Refund/Return, shall be borne solely by the
Client. Such charges will be deducted from the final amount of Refund/Return.
This Refund Policy will be amended from time to time if there is any change in the
legislation or Terms of Service. Terms and conditions of the Refund Policy are subject to change by Daxchain and in the case of any amendments Daxchain will make an appropriate
announcement. The changes will apply after Daxchain has given notice or published the amendments on the Website.
In case if Client does not wish to accept the revised Refund and Return Policy, he/she
should not continue to use Daxchain Services. If the Client continues to use the Services
after the date on which the change comes into effect, his/her use of the Services will be
bound by the new Refund and Return Policy.
DAXCHAIN OÜ
Harju maakond, Tallinn, Lasnamäe linnaosa, Väike-Paala tn 2, 11415
Registration number: 14660094
Virtual Currency service license: FVT000045
office@daxchain.eu
Refund and Return Policy effective 23rd July, 2021.
