BALTBIT Sp. z o.o. is a limited liability company duly incorporated in the Republic of Poland with registered company number (NIP) 7011150014, registered office address: Hoża Street 86/210, 00-682 Warsaw, Poland (hereinafter referred to as the ‘BaltBit’).
All terms and definitions BaltBit refer to in this Refund Policy shall have the same meaning as provided in BaltBit Terms and Conditions for Use of Virtual Currency Services (the ‘Terms’, available on the Website: https://baltbit.com), unless are not explicitly defined herein.
BaltBit respects and guarantees each Customer right to request a refund. For this purpose, BaltBit has developed this Refund Policy (the ‘Policy’), which, inter alia, rules specific conditions and circumstances under which the Customer my request a refund and respective request considering order and terms. BaltBit will treat each refund request with the due care and skill.
This Policy concerns only Customers’ funds and fees applicable by BaltBit for virtual currency exchange transactions execution (Order execution fees). Nevertheless, BaltBit will make its best efforts to assist the Customers if any dispute occurs subject to refunds of virtual currency sale-purchase transactions executed between BaltBit Customers.
The Customer may request a refund only if Customer’s funds are deposited to BaltBit wallet, and virtual currency has not been sent to the Customer’s designated digital wallet address within the predetermined period for executing the exchange transaction. Order cancellation provisions set out in the Terms should also apply to the refund request terms and conditions.
Refunds are not available in the following cases:
BaltBit retains the right to refuse Customer’s refund request if BaltBit reasonable believes or has well-grounded suspects that:
The Customer shall solely reimburse any fees and charges that arise upon processing the refund request. BaltBit shall withhold the relevant fees and charges from the final amount of the refund without any prior Customer’s notification or consent from the Customer.
If to execute a virtual currency exchange transaction a third-party payment provider is involved, then the Customer is also liable for reimbursement of all cancellation fees and costs due and payable to the involved third-party payment provider. BaltBit is not liable for cancellation fees and costs and their amounts applicable by the third parties.
To request a refund, the Customer shall submit a refund request by means of Customer’s Account registered on the Platform or shall be sent to [email protected] with ‘Refund Request’ in the subject line. Refund request should be sent from the email address initially declared by the Customer when establishing business relationships with BaltBit or duly notified to BaltBit after business relationships have been successfully established.
BaltBit will carefully study each submitted request and accurately verify all transaction details and information related to the requested refund/return to avoid any prohibited conduct.
BaltBit may request the Customer to provide certain documents, including, but not limited to, identification documents, a copy of the payment card or selfie with a payment card, bank account statement, confirming payment of disputed transaction, or/and any other proof of the fact that disputed payment was made.
The Customer should provide BaltBit with the requested documents/information without hesitation, the latest within 3 (three) business days as of the date of the documents/information request. BaltBit retains the right to decline submitted refund request if requested documents/information are not submitted in time.
Review of the submitted refund request will commence only when BaltBit has identified the Customer and has verified his/her identity.
BaltBit will process Customer’s submitted refund request as promptly as reasonably possible, with response times subject to the reasons for the refund and current workload.
It is important to highlight that submitting a refund request does not guarantee by default its approval.
BaltBit will notify the Customer on each considered request within fifteen (15) business days since the date of receipt of refund request, saving provision, that BaltBit sent an information request to the Customer. If BaltBit has sent such request to the Customer, BaltBit will prolong refund request consideration term accordingly.
BaltBit will ensure the outcome of the considered refund request or decision to request additional information from the Customer by means of the Account or email.
BaltBit will process satisfied refund request without undue delay, and in any event within ten (10) business days since the day BaltBit has satisfied a request.
If refund is satisfied, BaltBit will return the funds to the Customer via the same payment method used for the initial payment. If necessary, BaltBit retains the right to ask the Customer for additional payment information to process refund correctly.
Senior management of BaltBit is overall responsible for the efficiency and effectiveness of the tools incorporated in this Policy.
Senior management of BaltBit is overall responsible for refund requests proper documentation and retention, considering personal data processing rules set out in the BaltBit Privacy Policy available on the Website: https://baltbit.com.
Senior management of BaltBit is overall responsible for proper and regular staff training involved in refund requests consideration and processing.
Senior management of BaltBit ensures regular review of this Policy, at least annually, or often, if necessary due to any regulatory amendments, Services provided by BaltBit or its business strategy.
BaltBit will make an appropriate prior announcement on any updates or amendments made to this Policy by means of the Website or Customer’s Account. If Customer does not agree to the amendments made to this Policy, the Customer may terminate business relationships established with BaltBit in order set out in the Terms.
