Refund Policy

Effective Date: 02.10.2024

 

Please read this Refund Policy carefully before using the ASORTIO.COM website.

ASORTIO SP ZOO (hereinafter referred to as "ASORTIO", "we," "our," or "us") is committed to providing our clients with assistance regarding the refund process for both fiat and cryptocurrency transactions. This Refund Policy outlines the conditions, procedures, and relevant information related to refunds.

 

1. General Conditions

1.1. Users who have made an exchange order that included a transaction fee or have topped up their accounts may request a refund or return, subject to the Eligibility Criteria detailed below. Refunds or returns will only be considered if the user fully complies with the Eligibility Criteria. If the user fails to meet any of these criteria, ASORTIO reserves the right to decline the refund or return request at our discretion.

1.2. To request a refund or return, users must submit their request and relevant information to our support team at [email protected]. Please allow up to 24 hours for processing from the time we receive your request.

1.3. To prevent prohibited conduct, all refund-related payments and information may be subject to verification by ASORTIO personnel. Users may be required to provide documents, such as identification, a copy of the payment card, and any other proof of the disputed payment.

 

Note: Submission of the Refund Form does not guarantee approval of the user's request.

 

2. Eligibility Criteria

To be eligible for a refund or return, users must meet the following criteria:

  • The request must be submitted within [insert timeframe] days of the transaction.

  • All provided documentation must be accurate, complete, and verifiable.

  • Users must not have engaged in any prohibited conduct as outlined in our Terms and Conditions.

 

3. On-Ramp Transactions

In the event of a positive refund decision, fiat funds will be returned using the same payment method and bank/card details from which the initial transaction was made.

Refund methods include:

  • SEPA/SWIFT (Bank Transfer): Processed on bank working days.

  • Payment Cards (VISA/MC): Processed any day of the week.

  • Neteller/SKRILL: Processed any day of the week.

Please be aware that the refund may take up to five business days to reflect in the user's bank or card account, depending on the policies of the respective financial institution.

 

4. Off-Ramp Transactions

In case of a positive refund decision for cryptocurrency transactions, the funds will be returned to the e-wallet indicated by the customer.

 

5. Additional Information

5.1. During the consideration of refund requests, ASORTIO may require additional documents, such as identity verification or proof of payment. If the requested documents are not provided within 2 working days, or if there are concerns regarding the authenticity of provided documents, the processing time for the refund request will be extended.

5.2. ASORTIO reserves the right to freeze the client's fiat funds or cryptocurrency pending the completion of document verification.

 

6. Client Responsibilities

6.1. Clients must provide accurate and complete information related to any initiated transaction. ASORTIO is not responsible for the consequences of any transactions resulting from user error or the provision of incorrect or misleading information.

6.2. All charges arising from the processing of refunds or returns shall be borne by the user and will be deducted from the final refund amount.

 

7. Refund Fees

The following fees apply to refund requests based on the payment method used:

Payment Method

Processing Fee

Service Fee

SEPA

0%

5%

SKRILL

4.5%

4.5% EUR

NETELLER

4.5%

4.5% EUR

Please note that the commission related to cryptocurrency returns varies based on the cryptocurrency type, market rates, network fees, etc.

 

8. Rate Fluctuations

The value of cryptocurrency can fluctuate rapidly. Therefore, there may be a difference between the value at the time of purchase and the value at the time of sale. This difference will be reflected in the refund amount.

 

9. Changes to the Refund Policy

ASORTIO reserves the right to amend this Refund Policy at any time, including in response to changes in legislation or business operations. Users will be notified of significant changes, and if the user does not agree with the revised Refund Policy, they should cease using ASORTIO services. Continuing to use ASORTIO services after the effective date of any changes constitutes acceptance of the new Refund Policy.

 

10. Contact Information

For questions or concerns regarding this Refund Policy, please contact us at:

  • Email: [email protected]

  • Phone: +48780595155

  • Address: UL. PIOTRKOWSKA 116 / 52, 90-006 ŁÓDŹ, Poland