PLUTOX guarantees to any it’s Customer the right for refund in case if such Customer is not satisfied with the quality of the provided Services. This Refund Policy concerns only Transaction fees and Customers’ Funds and does not cover any transactions between the Customers related to purchase-sale of cryptocurrencies, and it does not refer to any refunds for purchased cryptocurrencies.
PLUTOX doesn’t take any additional charge for refund/return except the cases where the third parties (banks or any other entities) take part in payment processing. Refund/return is processed according to the current fees. We do not Refund and Return amounts in excess of the original amount, but we undertake to make best efforts to assist the Customers in case of any disputes related to refunds of purchased cryptocurrencies.
- General conditions
1.1. The Customer on PLUTOX who has paid a transaction fee may ask for Refund or Return in accordance with the eligible criteria as further set out herein.
1.2. Refund/Return will only be considered where the Customer complies with the eligible criteria in full. Where the Customer fails to meet any of the eligible, PLUTOX shall have the right, in its sole discretion, to decline the Customer's request for a refund/return.
1.3. In order to apply for a refund request, the Customer must send a request to e-mail address specified on the webpage with refund request.
1.4. To prevent prohibited conduct, all payments and information related to refund/return may be verified by PLUTOX.
1.5. PLUTOX may request the Customer to provide certain documents, including, but not limited to, identification documents or any other prove of the fact that disputed payment was made. In case if the Customer fails to provide appropriate documents or information PLUTOX request or in case of any doubts as to authenticity of provided documents, PLUTOX shall be entitled to decline the Customer's refund/return request.
1.6. PLUTOX shall process the Customer's refund request as soon as possible. Response times will vary depending on stated reasons for the request.
1.7. Refund/Return request will be approved or declined after verification made by PLUTOX. Submission of Refund Request does not guarantee that the Customer's request will be satisfied.
- Refund eligibility criteria
2.1. All requests for refund will be accepted where notice is received by PLUTOX no later than forty-eight (48) hours after made transaction.
2.2. Notice mentioned should be provided to PLUTOX by sending a refund request to the e-mail address specified on the webpage.
2.3. The refund request should be sent only from e-mail address that was specified during registration.
- Processing time
3.1. PLUTOX shall notify the Customer by e-mail on its final decision regarding refund/return.
3.2. Refund/Return will be processed within 24 hours from the date of notifying the Customer on the PLUTOX decision.
3.3. The Customer will have no refund/return:
- If PLUTOX suspects that the Customer has, or is, engaged in, or have in any way been involved in, fraudulent or illegal activity, including Prohibited Conduct.
- When the Customer fails to provide PLUTOX with information or/and document(s) requested by PLUTOX within the terms set herein.
- There is no ground for Refund/Return.
3.4. PLUTOX reserves the right to lock the Customer's funds while refund/return investigation is in process, which means that the funds could be inaccessible during such investigation.
4.1. PLUTOX will investigate any refund requests made by the Customer and in response will inform the Customer's issuing bank whether any Service or Transaction has been cancelled.
4.2. PLUTOX expects the Customer to contact it using PLUTOX contact details to resolve any problem or issue related to his or her payments, before the Customer makes any refund request. This Section does not affect any rights and/or claims, which the Customer may have against the correspondent bank/financial institution.
4.3. PLUTOX reserves the right to suspend Customer's account and lock Customer's funds during the chargeback investigation procedure.
- Commissions for Returns/Refunds
5.1. Commissions for Returns/Refunds makes:
Bank card: 5%
Company's commission: 0%
Bank commission: 5%
Company's commission: 0%
5.2. Due to the fact that the cryptocurrency rate is changing very dynamically, the difference between cryptocurrency rate at purchase moment and at refund moment is paid by Customer.
5.3. In case if the Customer does not wish to accept the revised Refund Policy, he/she should not continue to use PLUTOX services. If the Customer 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.
- Changes to Refund Policy
6.1. This Refund Policy may change. PLUTOX will notify you 1 (one) month before any change to this Refund Policy is due to take effect. PLUTOX will do so by posting a notice of the changes on the website and by sending a notification e-mail to your e-mail address.
6.2. Any changes to this Refund Policy will be effective after lapse of the 1 (one) month period after posting a notice on the website and notifying you by e-mail. If PLUTOX gives you notice and you do not tell PLUTOX that you wish to end the Terms of Services and to close your account, then your continued use of PLUTOX services will constitute acceptance of the changes to this Refund Policy and PLUTOX will treat you as having accepted the changes.
7.1. This Refund Policy will be amended from time to time if there is any change in the legislation. Terms and conditions of the Refund Policy are subject to change by PLUTOX and in the case of any amendments, PLUTOX will make an appropriate announcement. The changes will apply after PLUTOX has given notice.
7.2. Any charges, which arise upon processing Refund/Return, shall be borne solely by the Customer. Such charges will be deducted from the final amount of Refund/Return.
7.3. In case if the Customer does not wish to accept the revised Refund Policy, he or she should not continue using PLUTOX Services. If the Customer continues to use the Services after the date on which the change comes into effect, his or her use of the Services to be bound by the new Refund Policy.