Refund POLICY
OF the Serenity Financial OÜ (“The Company)
This article outlines Serenity Refund policies based on type of exchange transactions performed.
Serenity.exchange guarantees to its User the right for refund, in case if such User is not satisfied with the quality of the provided Services.
Furthermore, Serenity.exchange declares that its User has the right to change his/her mind in case if the User’s Account was already funded and to request his/her Funds to be returned.
This Refund Policy concerns exclusively Transaction fees and Users’ Funds.
Serenity.exchange undertakes to make its best effort to assist the Users in case of any disputes related to purchased crypto-currencies Refunds and Returns in excess of the original amount is prohibited
1. General Conditions
The User who has paid for the Serenity.exchange 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.
Refund/Return will only be considered where the User fully complies with the Eligibility Criteria. Where the User fails to meet any of the Eligibility Criteria, Serenity.exchange shall have the right, in its sole discretion, to decline the User’s request for a Refund/Return.
In order to apply for a Refund/Return, the User must request and complete a Refund Form/Return Form and send the respective form to the Serenity.exchange support address - clients@ Serenity.exchange
To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by Serenity.exchange. In such case, Serenity.exchange may request the User to provide certain documents, including, but not limited to, identification documents, copy of the User’s Payment Card and Invoice or/and any other prove of the fact that disputed payment was made. In case if the User fails to provide appropriate documents or information within three (3) days upon the Serenity.exchange request or in case of any doubts as to authenticity of provided documents, Serenity.exchange shall be entitled to decline the User’s Refund/Return request.
Serenity.exchange shall process the User’s Refund Form/Return Form as soon as is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, Serenity.exchange shall notify the User on the outcome of the request in accordance with the timescales set out herein.
Refund/Return request will only be approved or declined after meticulous verification made by Serenity.exchange.
NOTE: Submission of Refund Form/Return Form does not guarantee that the User’s request will be satisfied.
2. Transactions involving Crypto Currency (i.e. Bitcoin, Litecoin, Ethereum, e.t.c...)
Refunds are not possible for all transactions where customer is purchasing Crypto Currency. However, in case customer changed his mind and would like to return purchased Crypto Currency Serenity.exchange would be able to buy it back based on current market rate minus the service fee for the transaction. In other words, customer can exchange purchased Crypto Currency (i.e. Bitcoin, Litecoin, Ethereum, e.t.c...) for any existing Digital Currency or Payment Method (i.e. Credit Card payment or Bank Transfer).
The reason for such policy is the fact that price of Crypto Currency changes constantly thus the value of purchased Crypto Currency on the moment of refund will be different.
3. Transactions NOT involving Crypto Currency (i.e. BitCoin)
Refunds are possible during 30 days from the exchange operation. Serenity.exchange will charge customer the one time refund fee of 5% of the transacted amount plus any additional service fees incurred by sending customer via original payment method.
For example if customer have purchased Digital Currency via Payment Sistem money transfers and would like to get a refund he would have to send the purchased digital currency back in full amount of the refunded transaction, Serenity.exchange in return would send money back via Payment Sistem deducting the transfer fee's, as result customer would get his original payment less 5% and less Payment Sistem transfer fees.
4. Chargebacks
Serenity.exchange expects the User to contact it using Serenity.exchange contact details to resolve any problem or issue related to his/her payments, before the User makes any Chargeback request. This Section does not affect any rights and/or claims, which the User may have against the bank/financial institution.
Serenity.exchange will investigate any Chargeback requests made by the User and in response will inform the User’s Issuing Bank whether any Service or Transaction has been cancelled.
Serenity.exchange reserves the right to suspend User's account and lock User's Funds during the chargeback investigation procedure.
5. Miscellaneous
Any charges, which arise upon processing Refund/Return, shall be borne solely by the User. 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. Terms and conditions of the Refund Policy are subject to change by Serenity.exchange and in the case of any amendments, Serenity.exchange will make an appropriate announcement. The changes will apply after Serenity.exchange has given notice.
In case if the User does not wish to accept the revised Refund Policy, he/she should not continue to use Serenity.exchange Services. If the User continues to use the Services after the date on which the change comes into effect, his/her use of the Services to be bound by the new Refund Policy. POLICY STATEMENT AND PRINCIPLES