Hash Pay Sp. z o.o., a company duly incorporated in Poland with registered company number KRS 0001142777 and registered office address at UL. Stanisława Przybyszewskiego 91-99, m. 15, 93-126, ŁÓDŹ, POLSKA (“BetterHash”, “us”, “we”, “our”), is committed to protecting its customers’ rights regarding refunds and returns for transactions involving cryptocurrencies.
We undertake to make our best efforts to assist our customers in case of any dispute related to the purchased cryptocurrencies, refunds, and returns.
This Refund Policy (the “Policy”) concerns exclusively customers’ funds used in cryptocurrency exchange transactions and fees deducted for cryptocurrency exchange transactions.
All terms used herein have the same meaning as provided in the General Terms of Services (the “Terms”), available on the webpage, unless this Policy context explicitly requires otherwise.
A customer may request a refund or return only in the cases set out below (the “Eligibility Criteria”).
Refund/return requests will only be considered if you fully comply with the Eligibility Criteria. If you fail to meet any of the Eligibility Criteria, we reserve the right to decline your refund/return request.
To apply for a refund/return, you should send a respective refund/return request to the email address [email protected]. Submission of a refund/return request does not guarantee that the customer’s request will be unconditionally satisfied.
We will carefully study each submitted request and accurately verify all transaction details and information related to the requested refund/return to avoid any prohibited conduct.
We may request you to provide certain documents, including, but not limited to, identification documents, a copy of your payment card, or any other proof that the disputed payment was made.
You should provide us with the requested documents/information without hesitation, no later than 3 (three) business days from the date of the documents/information request.
In case of late submission of requested documents or in case of any doubts as to the authenticity of provided documents/information, we retain the right to decline your refund/return request.
We guarantee to make our best efforts to process your refund/return request as soon as reasonably practicable. We will notify you of the outcome of the request in accordance with the timelines set forth below (Section 3). Response time may vary depending on the reasons stated for the request.
We will notify you of the outcome of the request using the same means of communication you used while submitting your respective refund/return request.
- Eligibility Criteria
1.1. Refund/return requests will only be accepted if received no later than the transaction is executed.
1.2. Refund/return requests will only be accepted if received at the email address: [email protected] within the timeframe specified above (Sub-cl. 1.1).
1.3. Refund/return requests should be sent to the specified email address (set above in Sub-cl. 1.2) with ‘Refund/Return Request’ in the subject line.
1.4. The following transaction data must be provided in the submitted refund/return request:
– Order or invoice number/reference number,
– Transaction currency and amount,
– Transaction date.
1.5. We will execute a satisfied refund/return using the same means of payment you used for the respective transaction unless you expressly provide us with another means of payment to proceed with your refund/return request. We reserve the right to refuse the provided means of payment if those means are not acceptable for us or if the funds’ recipient is another person. We also reserve the right to apply additional fees for refund/return execution to another means of payment. In any case, we will inform you in advance if any additional fee is applicable.
- Processing Timeline
2.1. Within 15 (fifteen) business days from the date of refund/return request receipt, we will contact you to request further documents/information (if required).
2.2. We will notify you of the refund/return request outcome within the following timeframe:
– Within 15 (fifteen) business days following the receipt of the last requested additional documents/information,
– Within 30 (thirty) business days following the receipt of the refund/return request if no further documents/information are requested.
2.3. Your refund/return will be processed without undue delay, in any event within 15 (fifteen) business days from the day when we satisfied your request.
2.4. We retain the right to decline your refund/return request if:
– Eligibility Criteria are not met, in full or in part (Section 1),
– The customer fails to provide us with documents/information reasonably requested to proceed with the refund/return request within the terms set hereinabove,
– If we suspect that you have been or are engaged in, or have in any way been involved in, fraudulent or illegal activity, including prohibited conduct,
– There are no legal/contractual grounds for a refund/return.
2.5. While processing and investigating your refund/return request, we retain the right to lock your crypto funds, which means that the crypto funds could be inaccessible during this period.
- Chargebacks
3.1. We expect that you will contact us to resolve any problems or issues related to your payment before you make any chargeback request.
3.2. Without prejudice to the other provisions set forth in this Policy, this Section does not affect any of your rights and/or claims that you may have against your card issuer/bank/other payment service provider.
3.3. We will make our best efforts to investigate your chargeback request and communicate with the card issuer/bank/other payment service provider in respect of a claimed transaction.
3.4. While processing and investigating your chargeback request, we retain the right to lock your crypto funds, which means that the crypto funds could be inaccessible during this period.
3.5. Chargeback processing is governed by the established Card Scheme Rules.
- Miscellaneous
4.1. Any fees and charges applicable while processing/investigating your request shall be borne solely by you.
4.2. We will deduct the fees and other charges for submitted request processing/investigation from the final amount of the satisfied request. We do not need your prior permission for such deductions.
4.3. This Policy is subject to our regular review, made at least annually, or more often if requested due to regulatory changes, changes in our Terms, or other internal rules and procedures, or changes in our business strategy.
4.4. You should regularly check your personal account (area) registered and maintained with us, as well as our webpage, regarding any updates to the documents governing our relationship. In case of any material changes, we will make an appropriate announcement via your personal account (area) or your registered email address.
4.5. If you do not agree to the changes made to this Policy, you may stop using our services and terminate our relationship as set out in the Terms.
4.6. If you continue to use our services regardless of the changes made to this Policy, it should be treated as your consent to the changes made and the updated version of this Policy.