Privacy Policy

REFUND POLICY

Please note that "Refund Policy" changed on 1 January 2024.

PLEASE CAREFULLY READ THE REFUND POLICY BEFORE USING ASORTIO.COM WEBSITE.

ASORTIO SP ZOO makes every effort to provide its clients assistance related to the fiat and cryptocurrency refund process.

1. General Conditions

  • 1.1. The User who has made an exchange order which included transaction fee, or has topped up his account may request a Refund or Return by the Eligibility Criteria as further set out herein. Refund/Return will only be considered where the user complies with the Eligibility Criteria in full. Where the user fails to meet any of the Eligibility Criteria, ASORTIO SP ZOO shall have the right, in its sole discretion, to decline the User's request for a Refund/Return. To apply for a Refund/Return, the user must request and submit Refund information details to the ASORTIO SP ZOO support address - [email protected]. Please note that, on average, it can take up to 24 hours for a refund request to be processed from the moment we receive the mentioned request from the customer.
  • 1.2. To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by ASORTIO SP ZOO personnel. In such a case, ASORTIO SP ZOO 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 proof of the fact that the disputed payment was made.

NOTE: Submission of Refund Form/Return Form does not guarantee that the user's request will be satisfied.

2. On-Ramp transactions

  • 2.1. In case of a positive decision Fiat funds will be returned to the client using the same method and the same bank/card details from where the client made the initial transaction to ASORTIO.COM

Refunds are made by:

  • SEPA / SWIFT (bank transfer): on bank working days;
  • payment cards (VISA / MC): any day of a week;
  • Neteller / SKRILL: any day of a week.

Please note that the refund enrollment to the client's bank or card account could take up to five business days, that depends on each bank internal policies and procedures, and which our company cannot influence in any way.

3. Off-Ramp transactions

  • 3.1 In case of a positive decision Cryptocurrency will be returned to the indicated e-wallet provided by the customer.

4. Additional information

  • 4.1 In the request consideration process ASORTIO.COM could inquire additional documents such as identity documents, payment order or any other document as proof of payment. If the requested documents from the client are not provided within 2 working days after the request and ASORTIO.COM doubts the authenticity of the provided documents, the processing time for the refund request will be extended, and a decision will be made on further actions on the part of ASORTIO.COM. Until all the circumstances are clarified and the verification of documents is completed, ASORTIO.COM reserves the right to freeze the client's fiat funds / cryptocurrency requested for a refund.

5. MISCELLANEOUS

  • 5.1. Clients must provide accurate and correct information related to the initiated transaction to ASORTIO.COM. ASORTIO SP ZOO is not responsible for the result of any transaction made due to client error, or due to the provision of incorrect or misleading information.
  • 5.2. 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 the 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 ASORTIO SP ZOO. In case the user fails to complete necessary compliance AML/KYC procedures, ASORTIO SP ZOO is allowed to return inicial transaction and charge the commission to cover transaction costs. In case the user does not wish to accept the revised Refund Policy, he/she should not continue to use ASORTIO SP ZOO 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 is to be bound by the new Refund Policy.

We support spread-only pricing model. The spread is the difference between the buy and sell prices quoted for a cryptocurrency. Our fees are wrapped into the spread and exchange rate contains the fees. Changes to the Fee are effective as of the effective date indicated in the Terms updates.


The refund fee is:

Payment Method Processing fee Service fee
VISA/MasterCard 4.5% 4.5%
SEPA 0% 5%
SKRILL 4.5% 4.5% EUR
NETTELER 4.5% 4.5% EUR

Commission related to the cryptocurrency return processing depends on the type of cryptocurrency, rate changes, network commission, etc.

Please note that the cryptocurrency rate can change very dynamically, therefore, there may be a negative difference between the value of the cryptocurrency at the time of purchase and its value at the time of sale; this difference is covered by the refund amount.

ASORTIO SP ZOO reserves the right to make changes and amendments to this Refund Policy, including if any changes are made to the law. If the client does not agree with the possible changes, he/she should stop using the ASORTIO SP ZOO service.