Refund Policy

Last updated on the date of 13\12\2021

Payments for exchanges performed on Topexchange.io are non-refundable, irrevocable and cannot be changed after the transaction is completed and cryptocurrency/fiat funds have been sent to the e-wallet/card or bank account specified by the client. All the sales and purchases of virtual assets on Topexchange.io are final. Refunds in excess of the initial paid amount are not possible. We are also not able to retrieve or recover funds sent to the wrong wallet address.

By clicking the Buy, Sell or Exchange button on the Topexchange.io, you acknowledge that the EU consumer protection legislation does not apply to virtual assets exchange services offered by us.

Our company guarantees the right to a refund in cases when the transaction related to the sale or purchase of cryptocurrency has not yet been processed and does not have “Complete” status. To request a refund, the client should contact us at [email protected] with an indication of the transaction number they seek a refund for. Our decision will be swiftly communicated to the client. However, it may take up to 24 hours for a refund request to be processed.

In the consideration process, we may require specific documents and information, including but not limited to identity documents, payment orders, or other proofs of payment. If our request is not satisfied within two business days, or we have reasonable doubts about the authenticity of the provided documents, the refund processing time shall be extended by a period at our discretion necessary to clarify the legitimacy of the data provided. We reserve the right to hold or seize the refund process, including freezing the funds (fiat or cryptocurrency) requested for a refund until you take appropriate measures as requested (e.g., clarify particular circumstances or complete account verification).

In case of approval, fiat money will be returned to you through the same payment method used for deposit, i.e., the bank/card details by which you made the initial transaction to Topexchange.io.

Costs

Any costs related to the refund are at the expense of the client. A processing fee of 5% (minimum EUR 25) will be deducted from the amount you receive. Fees and commissions related to the cryptocurrency return processing depend on the type of cryptocurrency, rate changes, network commission, etc.

Please note that the cryptocurrency exchange rate changes dynamically; therefore, there may be a negative difference between the cryptocurrency value at the time of purchase and the same cryptocurrency value at the time of sale. The refund shall be executed in the amount of the initial deposit (fiat money or cryptocurrency) regardless of the current market price of digital assets.