Last updated: 21/10/2025

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This Refund Policy explains the circumstances under which equicom online s.r.o. (“Company”) may process refunds to Clients (“Client”). By using the Services, the Client agrees to this Policy, which forms part of the Terms and Conditions.

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1. General Rules

1.1. All top-up payments to a Client’s Account are final and non-reversible once authorized and confirmed by the Client.
1.2. Purchases of virtual assets are final and non-refundable due to the nature of virtual assets and their market volatility.
1.3. The Company is not obliged to buy back virtual assets. At its sole discretion, the Company may repurchase virtual assets at the current market rate minus applicable fees.

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2. Refund Eligibility

2.1. Refunds may be issued only in the following cases:

• fiat funds mistakenly sent to the Company, or

• orders that cannot be completed by the Company due to technical or legal reasons.
  2.2. Refunds are not available for:

• completed purchases or sales of virtual assets,

• transactions involving third-party exchanges or wallets,

• losses caused by market fluctuations.

 

3. Unauthorized and Authorized Transactions

3.1. The Company is responsible for losses resulting from unauthorized transactions, unless the Client has failed to protect their login credentials, payment instruments, or other personalized security features.
3.2. If a transaction was properly confirmed by the Client (using login credentials, password, two-factor authentication, or any other secure method), it is considered authorized, final, and binding. In such cases, the Client bears full responsibility for the transaction.
3.3. The Client must immediately notify the Company of any suspected unauthorized transactions.
3.4. Unauthorized transactions must be reported no later than 30 calendar days from the date of the disputed transaction. Claims submitted after this period may be rejected.

 

4. Withdrawal of Funds

4.1. Clients may withdraw unused fiat funds (not yet exchanged into virtual assets) to their own verified bank or payment account via the Client interface.
4.2. Withdrawals to third-party accounts are strictly prohibited.
4.3. Withdrawal requests may require additional verification, including proof of identity and ownership of the payment method.

 

5. Processing of Refunds and Withdrawals

5.1. Refunds or withdrawals will only be processed once the Client provides all required information and documentation requested by the Company.
5.2. Approved refunds or withdrawals will be processed within seven (7) business days.
5.3. Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.

 

6. Fees

6.1. Any fees related to refunds or withdrawals, including bank fees, card fees, transfer fees, or currency conversion fees, are the responsibility of the Client.
6.2. Service fees charged by the Company (e.g., processing fees, transaction fees) are non-refundable.

 

7. Fraud, Misuse, and Illegal Activity

7.1. The Company reserves the right to cancel an order or refuse a refund or withdrawal if it suspects fraud, misuse of the Services, or illegal activity.
7.2. In such cases, the Company may also suspend or terminate the Client’s Account in accordance with the Terms and Conditions.

 

8. Contact

Refund or withdrawal requests, or questions regarding this Policy, should be directed to the Company’s Support Team at complaints@equicom.io