Refund Policy

Last updated on the date of 27\4\2021

Topexchange.io makes every effort to provide its clients assistance related to the fiat funds or cryptocurrency refund process.

Our company guarantees the right to a refund to all its clients in cases where a transaction related to purchase / sell of cryptocurrency has not yet been processed and does not have the “Complete status.

Payments for exchanges made on Topexchange.io are non-refundable, irrevocable and cannot be changed after the transaction is completed and cryptocurrency / fiat funds are sent to the e-wallet / card or banks account specified by the client. Refunds in excess of the originally paid amount are not possible.

By clicking the Buy, Sell or Exchange button on the Topexchange.io Website, you acknowledge that the EU consumer protection directive (known as Directive 2011/83/EU of the European Parliament and the Council of 25 October 2011 on consumer rights) does not apply to contracts for financial service, such as the ones Topexchange.io offers.

To request a refund (fiat funds or cryptocurrency), the client should contact Topexchange.io by writing a letter to the companys email address [email protected] with a request for a refund and indicating the transaction number for which a refund is required. After the Topexchange.io receives the refund request, the client will be notified of the decision. Please note that, on average, it can take up to 24 hours for a refund request to be processed from the moment we receive the mentioned request from the customer.

In case of a positive decision, Fiat funds will be returned to the client by the same method used and to the same bank / card details from where the client made the initial transaction to Topexchange.io

In the request consideration process Topexchange.io could inquire certain documents and information, including without limitation identity documents, or a payment order, or any other document as proof of payment. If the requested documents from the clients side are not provided within 2 working days after the companys request, or Topexchange.io doubts the authenticity of the provided documents, the processing time for the refund request will be extended, and a decision will be made on further actions and Topexchange.io shall be entitled to cease the refund process until you take appropriate measures, as requested.

Until all the circumstances are clarified and / or the verification of documents is completed, Topexchange.io reserves the right to freeze the clients fiat funds / cryptocurrency requested for a refund.

Costs

Any costs and fees related to refunds are settled by the client. These fees and a processing fee of 5% (minimum EUR 25) will be deducted from the customers received amount.

Commission related to the cryptocurrency return processing depends on the type of cryptocurrency, rate changes, network commission, etc.

Please note that the cryptocurrency rate can change very dynamically, therefore, there may be a negative difference between the value of the cryptocurrency at the time of purchase and its value at the time of sale; this difference is covered by the refund amount.