Refund Policy

Coin Blanco Refund Policy

  1. General
  2. 1.1 This Refund Policy is deemed a binding agreement between the Client and MOON EX LTD.

    1.2 By using or otherwise accessing the Services, or clicking to accept or agree to Refund Policy where that option is made available, Client agrees for eligibility for use of the Services and that client has read, understood, and accepted the refund policy.
  3. Company Details
  4. MOON EX LTD. (under its trade name, with a registered and operational address is Bulgaria, Sofia 1797, Studentski District, zhk. Musagenitsa, Bldg. 91 B, Entr. A, AP. 14

  5. Definitions
  6. 3.1 Refund – Return of the monetary funds transferred to to the client.

    3.2 Client – Registered verified account holder on
    3.3 Platform – Internet site operating exchange of FIAT to virtual currency, such as a Cryptocurrency.
    3.4 Virtual Financial Asset – As used herein, “Virtual Financial Asset”, also called “convertible virtual currency,” “Cryptocurrency,” or “digital goods”, such as Bitcoin or Ether, which is based on the cryptographic protocol of a computer network that may be:

    3.4.1 Centralized or decentralized,

    3.4.2 Closed or open-source, and:

    3.4.3 Used as a medium of exchange and/or store of value.

  7. General Conditions
  8. 4.1 The Client who has paid for MOON EX LTD. services, i.e. paid a transaction fee or has funded his account, may request a Refund in accordance with the Eligibility Criteria as further set out herein.

    4.2 Refunds will only be considered where the Client complies with the Eligibility Criteria in full.
    4.3 Where the Client fails to meet any of the Eligibility Criteria, MOON EX LTD. shall have the right, in its sole discretion, to decline the Client’s request for a Refund.
    4.4 In order to apply for a Refund, the Client must request and complete a Refund Form and send the respective form to the MOON EX LTD. support address – [email protected]
    4.5 In such a case, MOON EX LTD. may request the Client to provide certain documents, including, but not limited to, identification documents, copy of the Client’s Payment Card and Invoice or/and any other proof of the fact that the disputed payment was made.
    4.6 In case the Client fails to provide appropriate documents or information within three (3) days upon MOON EX LTD. Compliance Department request, or in case of any doubts as to the authenticity of the provided documents, MOON EX LTD. shall be entitled to decline the Client’s Refund request.
    4.7 MOON EX LTD. shall process the Client’s Refund Form as soon as it is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, MOON EX LTD. shall notify the Client on the outcome of the request in accordance with the timescales set out herein.
    4.8 The Refund request will only be approved or declined after meticulous verification made by MOON EX LTD. Compliance Department.
    4.9 Note: The submission of a Refund Form does not guarantee that the Client’s request will be satisfied.
  9. Cryptocurrency Transactions
  10. 5.1 Refunds are not possible for all transactions where the Client is purchasing a Cryptocurrency. However, in case the Client changed his mind and would like to return the purchased Cryptocurrency, MOON EX LTD. may, but is not obliged, to be able to buy it back based on the current market rate minus the service fee for the transaction. A service fee of 5% will be deemed on a case by case basis.

    5.2 In other words, the Client can exchange the purchased Cryptocurrency (i.e. Bitcoin) for any existing FIAT Currency (i.e. EUR) and in any Payment Method (i.e. Credit Card payment or Bank Transfer).
    5.3 The reason for the above policy is due to the volatility of Cryptocurrency’s prices, which significantly differentiate the value of the purchased Cryptocurrency from the value of the cryptocurrency when executing the refund.
  11. Withdrawal Procedure
  12. 6.1 Withdraw funds from Client’s account will require the Client to fill, sign, scan and send to the company a duly signed withdrawal form along with all requested documents. Company will not commence the withdrawal process without it.

    6.2 All withdrawals will be processed within 72 hours upon their approval, and if so approved then the funds will be returned to the bank account/credit card/other source of payment from which the funds originated.
    6.3 The Company reserves the right to decline any application for withdrawal, including, but without limitation, due to the following reasons:
    6.3.1 Company suspects the transaction is fraudulent;
    6.3.2 Client’s account is under investigation;
    6.4 The Company also reserves our right to refuse applications for withdrawal and/or to suspend to terminate the Client’s account due to non-compliance with Company AML requirements or any KYC matters, or EU Law.
  13. Miscellaneous
  14. 7.1 Any charges, which arise upon processing a Refund, shall be borne solely by the Client.

    7.2 Such charges will be deducted from the final amount of the Refund.
    7.3 This Refund Policy will be amended from time to time if there is any change in the legislation.
    7.4 Terms and Conditions of the Refund Policy are subject to change by MOON EX LTD. and in the case of any amendments, MOON EX LTD. will make an appropriate announcement. The changes will apply after MOON EX LTD. has given notice.
    7.5 In case the Client does not wish to accept the revised Refund Policy, Client should not continue to use MOON EX LTD. Services. If the Client continues to use the Company Services upon the date on which the change comes into effect, the Client’s use of the Services shall be bound under the new Refund Policy.
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