Refund Policy

This Refund Policy (further referred to as Policy) is an essential part of Terms and Use of Kryptolad.com, online platform that allows users to sell or buy cryptocurrency (further – “Website”, “Platform”, “Coinmaster”) and is operated by Blockyard Services Sp.z.o.o., with a registered address at ul. Piotrkowska No. 116, suite no. 52, Łódź, 90-006, Poland, registration number 0001073736.

In case you do not wish to accept this Refund Policy, you should not continue to use our Services. If you continue to use our Services upon the date on which this Policy or changes to it come into effect, your use of the Services shall be bound under the new Refund Policy.

Refund Conditions

All exchange operations, sales and purchases of Cryptocurrency via the Service are final. 

Kryptolad does not accept any returns and will not provide any refunds unless specifically provided in these Terms . 

We will perform a Refund to the User only subject to his use of our Services and at our sole discretion. 

Pursuant to Regulatory Guidance, a completion of a successful “Know Your Client” (“KYC”) procedure is a necessary condition to use Service. In rare circumstances, Kryptolad.com reserves the right to either cancel your order or offer you a different price for the Services. If, pursuant to a KYC process, Kryptolad.com refuses to provide services to a user due to AML policy, compliance directive or any other reason, Kryptolad.com shall initiate a reversal of the transaction. The user’s FIAT funds/cryptocurrency shall be returned to the user’s account/wallet five (5) days after the date upon which a user-submitted an exchange order. If we cancel your order and we have already received FIAT Currency from you regarding such an order, we will refund such funds to you subject to applicable law and regulation. 

Refunds shall be made to the same source from which they originated after deducting any cost or expense we incur with regard to such transfer, including any wire transfer charges, currency exchange charges and/or payment processing charges. At Kryptolad sole discretion, your funds may be returned to another source to which you are the beneficiary as long as you provide us with the required documents and information to verify the account to which the funds were requested to be refunded belongs to you.

If a user refuses to complete said KYC process for any reason, the User shall:

1. Inform Kryptolad of refusal to complete the KYC process in writing to Kryptolad customer service. 
2. Provide a valid account/wallet for reversal of the transaction.

You need to send the initial Refund request to the email support@kryptolad.com, with a subject line “Refund Request”; then you will receive via email the further instructions from us. 

We may request additional documents from you, including but not limited to identification documents, bank or payment system transaction documents, a photo of payment card that is a subject to a disputed transaction.You shall respond to such written request within a reasonable term, but not later than 15 Business Days after request is made. In case you fail to deliver requested documentation to our support team, or documents delivered by you are not authentic or relevant, such Refund request shall be deemed not valid and we have the right to decline it.

The provisions of this refund policy shall apply mutatis mutandis to any return of Cryptocurrency already received from you prior to cancellation of your order, from which the then-current equivalent amount of Cryptocurrency to such costs and expenses shall be deducted. It is understood, agreed and confirmed by you that due to Cryptocurrency price volatility, we cannot refund the exact Cryptocurrency amount received. Therefore that amount of Cryptocurrency refunded shall be calculated based on its USD value at the date of a transaction between you and Kryptolad.com with respect to such Cryptocurrency (without derogating from our right to deduct from the such refund any cost and expense we incur with regard thereto, as specified above). Notwithstanding the above, Kryptolad.com reserves the right to cancel your order without any refund, or decline any refund request, if it suspects that you have or are engaged in, or have in any way been involved in, fraudulent or illegal activity. 

Refund will be processed without undue delay, and in any event, within 5 (five) business days from cancellation of an order, subject to the requirements set forth hereinabove, and provided that you do not fail to provide Kryptolad.com with any information and/or documentation required in order to process the refund.

Refund amount cannot exceed the original transaction amount under question.

Please, note that we shall have the right to freeze your Account for the period of Refund request review process.

MISCELLANEOUS

We are compliant with applicable legislation, and will execute all necessary procedures to fulfill refund obligations before you, subject to, however, the terms and conditions of this Policy.

We reserve the right, in its sole discretion, at any time to modify this Policy and publish it in a new edition without prior notice under section “Last updated”.

The new version of Refund Policy enters into force from the moment of its posting on the Platform.