DISCLAIMERYOU AGREE WITH ALL PARTS OF THIS REFUND POLICY, INCLUDING OTHER OUR POLICIES AND DOCUMENTS BY VISITING OUR WEBSITE AND USING OUR SERVICES. IF YOU DO NOT AGREE WITH THIS REFUND POLICY IN GENERAL OR ANY PART OF IT, PLEASE LEAVE OUR WEBSITE AND STOP USING OUR SERVICES.
This Refund Policy governs UAB Manimama Exchange ("Company"
We undertake to make its best efforts to assist the Users in case of any disputes related to refunds of purchased Virtual Assets. 1. GENERAL CONDITIONS
The Company will perform a refund to the User only subject to his use of our Services, i.e. has funded his account. Refunds in excess of the original transaction amount are prohibited for any payment method.
Refunds will only be considered where the User complies with the refund of conditions in full as set out herein. 2. REFUND REQUEST
In order to apply for a refund, the User must request and complete a "Refund Form"
and send the respective form to the Manimama Exchange support address. You can obtain the Refund Form under request sent to firstname.lastname@example.org
, with a subject line "Refund Request"
To comply with the applicable Anti-Money Laundering ("AML
") and Counter-Terrorist Financing ("CTF"
) rules and regulations or any other regulations, and to prevent prohibited conduct, all payments and information related to the refund will be verified.
In the request consideration process, the Company has the right to inquire about additional documents such as identity documents, payment order, or any other document as proof of payment.
In case if the requested documents from the User's side are not provided within 5 business days after the Сompany's request, or the Company doubts the authenticity of the provided documents, the Company shall be entitled to decline the User's refund request.
All requests for refund will only be accepted where notice is received by the Company no later than 12 hours after the disputed Account top-up. Users must provide accurate and correct information related to the initiated Transaction. The Company is not responsible for the result of any Transaction made due to User error, or due to the provision of incorrect or misleading information. Moreover, the Company reserves the right to cancel the User order without any refund, or decline any refund request, if it suspects that User has or is engaged in, or has in any way been involved in, fraudulent or illegal activity.
The refund request will only be approved or declined after meticulous verification made by the Company. Please note that the submission of a refund request does not guarantee that the User's request will be approved.
In case a refund request is satisfied, the Company provides the refund using the same means of payment as that User used to make the questionable Account top-up. Please note that the refund enrollment to the User's bank account could take up to five business days, which depends on each bank's internal policies and/or procedures, and which the Company cannot influence in any way. 3. PROCESSING TIME
Following a User's refund request and delivery to the Company a properly filled Refund Form, the Company shall respond to the User within 14 business days requesting additional documentation, if applicable, for a refund review and processing purposes. The User shall respond to such the Company written answer no later than 5 business days following the receipt by the User of such the Company message.
The Company shall notify the User by email on its final decision regarding refund within 14 business days following the receipt of all requested documents or information, or within 14 business days following the receipt and reviewing of refund request if no further information or document is required.
Refund transactions can take up to 5 business days, excluding time needed for funds transferred from the bank or payment provider to your account.
Please, notice that the Company shall have the right to freeze your Account for the period of the refund request review process. 4. CHARGEBACK CONDITIONS
The Company expects the User to contact via email: email@example.com
to resolve any problem or issue related to his/her payments before the User makes any Chargeback request. This Section does not affect any rights and/or claims, which the User may have against the bank/financial institution.
The Company will investigate any Chargeback requests made by the User and in response will inform the User's Issuing Bank whether any Service or Transaction has been canceled.
The Company reserves the right to suspend the User's account and block the User's funds during the chargeback investigation procedure. 5. SELLING VIRTUAL ASSETS
In cases where a refund cannot be made (for example, if the Transaction for the purchase of Virtual Assets has already been completed and the Virtual Assets has been sent to the User's e-wallet), the User can create an invoice for the sale of the purchased Virtual Assets, and after processing of this invoice, The Company may be able to buy it back based on the current market rate.
Since the price of the Virtual Assets is constantly changing, there may be a difference between the value of the Virtual Assets at the time of purchase and at the time of sale. 6. MISCELLANEOUS
All direct or indirect losses, commissions, and expenses that are applicable to a refund shall be borne solely by the User. Such charges will be deducted from the final amount of refund.
The Company reserves the right to make changes and amendments to this Refund Policy, including if any changes are made to the law. If the User does not agree with the possible changes, he/she should stop using The Company Services.
In case if the User does not wish to accept the revised Refund Policy, he/she should not continue to use The Company, Services or any other Products. If the User continues to use the Services after the date on which the change comes into effect, his/her use of the Services to be bound by the new Refund Policy.