Refund and Return Policy

This Refund and Return Policy concerns exclusively transaction fees, as crypto currency returns are not permitted due to the inability to reverse the crypto currency transaction once it is approved by the blockchain network.

Due to the technical impossibility of returning a blockchain transaction, the following Refund Policy is enforced exclusively for transaction fees and depends solely on the miner of the crypto asset.

Daxchain undertakes to make its best efforts to assist the Clients in case of any disputes related to refunds or returns of purchased crypto currencies.

Refunds and returns in excess of the original amount are prohibited. Refunds and returns can only be accepted if a fraudulent transaction is detected and proven by regulated/authorised third-party authorities.

Daxchain guarantees to any of its Clients his/her right to a refund, in case the User is not satisfied with the quality of the provided services.

Every refund and return is treated by Daxchain with reasonable attention.

General Conditions

The Client who has paid for the Daxchain Services, i.e. paid a transaction fee, or has funded his account may request a refund or return in accordance with the eligibility criteria as further set out herein.

A refund/return will only be considered where the Client complies with the eligibility criteria in full. Where the Client fails to meet any of the eligibility criteria, Daxchain shall have the right, in its sole discretion, to decline the Client's request for a refund/return.

In order to apply for a refund/return, the Client must request and complete a Refund/Return Form and send the respective form to office@daxchain.eu, subject: Refund/Return request.

The Refund Policy is not applicable and will not be executed in relation to QR Payment or other services related to the receiving of Virtual Currency by the Client.

The Client can obtain the Refund/Return Form upon request sent to office@daxchain.eu.

To prevent prohibited unlawful conduct, all transactions and information related to refund/return may be verified by Daxchain and Regulated Third Parties. In such case, Daxchain may request the Client to provide certain documents, including, but not limited to:

• Identification documents
• Proof of address
• Proof of source of funds
• Date and amount of disputed transaction
• Invoice or any other proof of the fact that the disputed payment was made
• Refund/Return Form

In case the Client fails to provide appropriate documents or information within ten (10) Business Days upon Daxchain's request, or in case of any doubts as to authenticity of provided documents, Daxchain shall be entitled to decline the Client's refund/return request.

Daxchain shall process the Client's Refund/Return Form as soon as is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, Daxchain shall notify the Client on the outcome of the request in accordance with the timescales set out herein.

A refund/return request will only be processed, approved or declined after appropriate verification made by Daxchain.

Note: Submission of a Refund Form/Return Form does not guarantee that the Client's request will be satisfied.

Refund Eligibility Criteria

• All requests for refund will only be accepted where notice is received by Daxchain no later than twenty-four (24) hours after the transaction is made.
• Notice for request of refund or return should be provided to Daxchain by completing the Refund/Return Form.
• The completed Refund/Return Form should be sent to the Daxchain electronic address office@daxchain.eu — subject: Refund/Return request.
• Daxchain provides refunds/returns using ONLY the same means of payment as the Client used to purchase/transfer the Virtual Currency.

Return Eligibility Criteria

• All requests for return will only be accepted where notice is received by Daxchain no later than twenty-four (24) hours after the transaction is made.
• Notice for request of refund or return should be provided to Daxchain by completing the Refund/Return Form.
• The completed Refund/Return Form should be sent to the Daxchain electronic address office@daxchain.eu — subject: Refund/Return request.
• Crypto currency returns (returns of the original amount of the transaction) are not permitted due to inability to reverse the crypto currency transaction.
• Daxchain provides refunds/returns using ONLY the same means of payment as the Client used to purchase/transfer the Virtual Currency.

Processing Timeline

Within fifteen (15) Business Days as of the date of Refund/Return Form receipt, Daxchain shall contact the Client to request further information (if required) and the Client shall provide such information and documentation as soon as reasonably practicable but in any case not later than ten (10) Business Days following such request.

Daxchain shall notify the Client by email on its final decision regarding refund/return:

• Within fifteen (15) Business Days following the receipt of the last requested additional document or information
• Within fifteen (15) Business Days following the receipt of Refund Form/Return Form, if no further information or document is requested

A refund/return will be processed without undue delay, and in any event within fifteen (15) Business Days beginning with the day on which Daxchain agrees that the Client is entitled to a refund/return.

The Client will have no refund/return:

• If there is a claim for return of an original Virtual Currency transaction amount, as crypto currency amounts will not be refunded due to the irreversible nature of the transaction
• When the Client fails to provide Daxchain with requested information or document(s) within the terms set herein
• If Daxchain suspects that the Client has, or is, engaged in, or has in any way been involved in, fraudulent or illegal activity, including breach of Terms and Conditions and Terms of Service
• If there is no ground for refund/return

Note: Daxchain reserves the right to lock the Client's funds/Virtual Currencies while the refund/return investigation is in process, which means that the Virtual Currencies deposited in the Virtual Currency Wallet could be inaccessible during such investigation.

Chargebacks

Daxchain expects the Client to contact it using Daxchain contact details to resolve any problem or issue related to his/her payments or transactions before the Client makes any chargeback request. This Policy does not affect any rights and/or claims which the Client may have against the issuing bank or financial institution.

Daxchain will investigate any chargeback requests made by the Client and in response will inform the Client's issuing bank whether any service or transaction has been cancelled.

Daxchain reserves the right to suspend the Client account and lock the Client's funds/Virtual Currencies during the chargeback investigation procedure.

Miscellaneous

Any charges which arise upon processing refund/return shall be borne solely by the Client. Such charges will be deducted from the final amount of refund/return.

This Refund Policy will be amended from time to time if there is any change in the legislation or Terms of Service. Terms and conditions of the Refund Policy are subject to change by Daxchain and in the case of any amendments Daxchain will make an appropriate announcement. The changes will apply after Daxchain has given notice or published the amendments on the Website.

In case the Client does not wish to accept the revised Refund and Return Policy, he/she should not continue to use Daxchain Services. If the Client continues to use the Services after the date on which the change comes into effect, his/her use of the Services will be bound by the new Refund and Return Policy.

Refund and Return Policy effective 23rd July 2021.