Refund Policy

Refund policies of Totalcoin refund (TC) is based on the type of transaction performed. TC guarantees users the right for refund if she is not satisfied with the quality of the services provided. In addition, TC declares that user has the right to change his mind if the user account has already been funded, and to demand the return of her funds. This refund policy applies solely to transaction fees and user funds. TC is committed to make every effort to assist the users in the event of any dispute related to the purchase of cryptocurrencies.

Refunds / returns will only be considered if the User fully meets the eligibility criteria. If the User does not comply with any of the Eligibility Criteria, TC has the right, at its sole discretion, to reject the User's request for a refund / return. To apply for a refund, the user must do so in an email [email protected] with details of operation in question. To prevent fraudulent behaviour, all payments and information relating to refunds should be verified by TC. In this case, TC may require the user to provide certain documents, including, but not limited to, identification documents, a copy of the payment card, receipt and / or any other evidence that the disputed payment has been made. If the User does not provide the relevant documents or information within three (5) days at the request by TC or if TC has doubts about the authenticity of the documents submitted, TC has the right to reject the User’s request for a refund.

TC will try to process the request as soon as possible. The response time will vary depending on the situation. In any case, the TS notify the User of the results of the request in accordance with the terms set here. Refund request will only be approved or rejected after a thorough review by TC.

A refund is not possible for all transactions where the customer buys cryptocurrency. However, if the customer changes his mind and will want to return the purchased crypto currency she will be able to sell it at a current market rate minus the transaction service fee. In other words, the client can exchange the purchased cryptocurrency for any existing digital currency (for example, PayPal) or a payment method (i.e. credit card payment or bank transfer). The reason for this policy is the fact that the price of the cryptocurrency is constantly changing, so the cost of the purchased cryptocurrency at a time of return will be different to the time it was purchased.

In case of a chargeback request TC expects the User to contact support of TC first before the User makes any request to other financial institutions. TC will investigate any refund requests made by the user, and in response will inform the issuing bank of the user whether any service or transaction has been canceled. TC reserves the right to suspend the user account and block the user’s funds during the refund investigation process.

Any costs that arise during the refund processing shall be borne solely by the User. Such costs will be deducted from the final refund amount. This return policy will change from time to time if there is any change in the law and applicable market fees. The terms and conditions of the Refund Policy are subject to change by TC, and in the event of any changes, TC will make an announcement under totalcoin.io/refund. In case if the User does not wish to accept the revised Refund Policy, she should not continue to use TC Services.

If provided payment details are incorrect, the commission arising from the processing of refunds is fully paid by the client.

Current commissions for Returns/Refunds:
Bank card processing company - 4%
TC's commission - 5%

Due to the fact that the cryptocurrency rate is changing very dynamically, the difference between cryptocurrency purchase price and its price at a time of a refund can vary significantly.


Totalcoin Limited

Level 7 World Trust Tower, 50 Stanley Street, Central, Hong Kong

last update 15.01.2019