BITNGO guarantees to any its User his/her right for refund, in case if such User is not satisfied with the quality of the provided Services.
Furthermore, BITNGO 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.
Every Refund and Return are treated by BITNGO with reasonable care and skill.
The User who has paid for the BITNGO 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 complies with the Eligibility Criteria in full. Where the User fails to meet any of the Eligibility Criteria, BITNGO 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 BITNGO support address.
You can obtain the Refund/Return Form under request sent to [email protected]
To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by BITNGO. In such case, BITNGO 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 BITNGO request or in case of any doubts as to authenticity of provided documents, BITNGO shall be entitled to decline the User’s Refund/Return request.
BITNGO 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, BITNGO 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 BITNGO.
NOTE: Submission of Refund Form/Return Form does not guarantee that the User’s request will be satisfied.
(i) All requests for Refund will only be accepted where notice is received by BITNGO no later than forty-eight (48) hours after made Transaction.
(ii) Notice mentioned in para (i) above should be provided to BITNGO by completing Refund Form.
(iii) Completed Refund Form should be sent to the BITNGO electronic address with ' Refund Request’ in the subject line.
(i) All requests for Refund should be provided to BITNGO by completing Return Form.
(ii) Completed Return Form should be sent to the BITNGO electronic address with 'Return Request’ in the subject line.
(iii) BITNGO provides the Refund/Return using the same means of payment as the User used to pay, unless the User expressly agrees otherwise.
Within fifteen (15) Business Days as of the date of Refund From/Return Form receipt, BITNGO shall contact the User to request further information (if required) and the User shall provide such information as soon as reasonably practicable but in any case no later than fourteen (14) days following such request.
BITNGO shall notify the User by e-mail on its final decision regarding Refund/Return:
Refund/Return will be processed without undue delay, and in any event within fourteen (14) days beginning with the day on which the BITNGO agrees that the User is entitled to a Refund/Return.
The User will have no Refund/Return :
NOTE: BITNGO reserves the right to lock the User’s Funds while Refund/Return investigation is in process, which means that the Funds could be inaccessible during such investigation.
BITNGO expects the User to contact it using BITNGO 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.
BITNGO 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.
BITNGO reserves the right to suspend User's account and lock User's Funds during the chargeback investigation procedure.
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 BITNGO and in the case of any amendments, BITNGO will make an appropriate announcement. The changes will apply after BITNGO has given notice.
In case if the User does not wish to accept the revised Refund and Return Policy, he/she should not continue to use BITNGO 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 and Return.