Refund Policy

The Agreement is concluded between the Internet service for the exchange of title units, hereinafter referred to as the Contractor, on the one hand, and the Customer, in the person of the one who has used the services of the Contractor, on the other hand.

2.1. Currency exchange — is an automated product of the Internet service which is provided by the Contractoron the basis of these rules.

2.2. Customer — a natural person who agrees with the terms and conditions of the Contractor and this agreement to which he joins.

2.3. Currency — the conventional unit of this or that payment system, which corresponds to the calculations of electronic systems and indicates the amount of rights corresponding to the agreement of the electronic payment system and its Customer.

2.4. Order — information given by the Customer to use the Contractor’s funds electronically, which indicates that the Customer accepts the terms and conditions of the service offered by the Contractor in the order.

These rules are considered to be arranged due to the terms and conditions of the public offer which is formed at the time of the Customer’s order and is one of the main components of this agreement. The Public Offer is the information displayed by the Order on the conditions of submission of his order.

The main component of the public offer are actions made at the end of the order by the Customer and indicating his exact intentions to make a deal on the conditions proposed by the Contractor before the completion of this order.

Time, date, and parameters of the order are created automatically by the Contractor at the moment of completion of formation of this order. The offer shall be accepted by the Customer within 24 hours from the end of formation of the order. The service contract shall come into force at the moment of receipt of title units in the full amount specified in the order from the Customer to the Contractor’s requisites.

Transactions with title units shall be accounted according to the rules, regulations and format of electronic settlement systems. The Agreement shall be valid for the period which is set from the date of submission of the order till its termination on the initiative of one of the parties.

Through the use of the Contractor’s site agrees to exchange currencies for a commission from the Customer after the submission of this person’s order and performs this by selling the funds to persons wishing to purchase them at a sum not lower than the amount indicated in the order submitted by the Customer.

The Contractor undertakes to transfer funds to the credential specified by the Customer. If any profit is made during the exchange, it remains on the Contractor’s account as an additional benefit and fee.

5.1. If it is detected that communication flows are tampered or influenced in order to degrade the Contractor, namely its program code, the order is suspended and transferred funds are subject to recalculation in accordance with the agreement in force. If the Customer does not agree with the recalculation, he has the full right to terminate the contract and the funds will be sent to the credentials specified by the Customer.

5.2 In case of using the services of the Contractor, the Customer fully agrees with the fact that the Contractor has a limited liability, corresponding to the framework of these rules of the received funds and does not provide additional guarantees to the Customer, as well as does not bear additional liability to him. Accordingly, the Customer shall not be further liable to the Contractor.

5.3. The Customer undertakes to comply with the norms corresponding to the legislation, as well as not to tamper with the communication flows and not to create obstacles for the normal operation of the software code of the Contractor.

5.4. The Contractor is not responsible for the damage and consequences in case of incorrect transfer of the electronic currency in the case if the Customer has indicated the wrong requisites when submitting the order.

The exchange process is carried out manually or semi-automatically in the period from 5 to 120 minutes after the order payment confirmation received from the Customer. In case of an inability to carry out the exchange for reasons beyond our control (lack of communication with the payment system, failure to receive confirmation from the payment system data on the payment, erroneous details of the User, etc.), the exchange will be completed within 24 working hours or the funds will be returned after deduction of the commission of the payment system.

6.2. It is strictly forbidden to use services of the Contractor for illegal transfers and fraudulent activities. By signing this Agreement, the Customer undertakes to comply with these requirements and in case of fraudulent activity shall bear criminal responsibility as stipulated by the current legislation.

6.3. Payment of the order shall be made in one payment and shall be equal to the amount specified in the order. In case of payment by parts, the payment is returned to the sender minus a commission of 10%.

6.4. In case the execution of order is impossible automatically, due to circumstances, not depending on the Contractor, such as lack of connection, insufficient funds or erroneous data of the Customer, the funds shall be credited within the next 24 hours or shall be returned to the account of the Customer, less the commission fee.

6.5. By the first request the Contractor has a right to transfer the information about the electronic currency transfer to the law enforcement authorities, to the administration of the settlement systems, and also to the victims of the unlawful actions, who have suffered from the proved fraud by the court authorities.

6.6. The Customer shall be obliged to present all the documents proving his identity in case of suspicion of fraud and money laundering.

6.7 The Customer undertakes not to interfere with the Contractor’s work and not to damage its software and hardware, and the Customer undertakes to provide accurate information to ensure that the Contractor fulfills all conditions of the contract.

6.8.1. Our service verifies payment credentials when receiving funds through the banking and payment systems due to the increasing incidence of fraud.

6.8.2. The verification of payment credentials is required only once, all subsequent exchanges are performed without verification.

6.8.3. Verification request is created automatically when performing an exchange, if necessary. To pass the verification procedure, it is required to upload a photo of the bank card from which the funds are transferred to the service in accordance with the photo requirements (p.6.8.5).

6.8.5.1. The card photo must show the first and last 4 digits of the card, as well as the name of the owner, if the card is named. The rest of the data can be covered.

6.8.5.2. A monitor with the card verification page must be visible in the background (behind the card).

6.8.5.3. The verification ID must be visible on the photo as well as the hand holding the card.

6.8.6. The operator verifies the provided information within 10 minutes during the working hours, according to the operator’s work status (in the upper left corner).

6.8.7. The user can view detailed information (including the status of consideration) about the applications for verification in the Verification section of the personal cabinet.

6.8.8. If verification is required when making the order for the selected trading pair and the user is not registered on Dollarpesa, then at the moment of proceeding to payment for the exchange order, an account on this site will be created for the user. The login information (login and password) will be sent to the email specified when submitting the order.

6.8.9. The account created in the process of verification implies the user’s consent to these rules and the User Agreement.

6.8.10. If the user whose account was created according to paragraph 6.8.8. does not agree with these rules and/or the User Agreement, then he/she shall make a request (in free form) to delete the account and send it by email to[email protected]. The support will delete the account within 48 hours of receiving the request.

6.8.11. If the user is not authorized (but registered) at Dollarpesa, a new generated account password will be sent to the user’s email at the moment the user proceeds to pay for the order. The verification process will resume after successful authorization on Dollarpesa.

6.9. Requests are accepted and processed only through the site https://Dollarpesa. An exchange via messengers (Telegram, WhatsApp, etc.) or chat is not allowed.

Within 24 hours from the moment of performing the exchange of the funds the Contractor gives a guarantee for the services provided unless other terms are specified.

6.10. The Service Administration reserves the right to refuse the exchange operation without explaining the reasons. Funds received as payment for the order are returned to the sender’s account in full including the commission.

6.11. The Service does not accept funds sent from the addresses of cryptocurrency mixers as the order payment. Commission for refund of such funds is 10% of the amount received + commission for sending the transaction.

6.12. The Service does not accept funds sent from the addresses of DarkNet platforms as the order payment. Commission for refund of such funds is 30% of the amount received + commission for sending the transaction.

6.13. Crediting of payment to bank card can take up to 3 (three) banking days or more.

6.14. Payment of orders for withdrawal of cryptocurrency assets may be made from the exchange / payment platform. If in the process of withdrawal of cryptocurrency assets to the Customer’s address the exchange / payment platform rejects the withdrawal due to marking the payment as ” deposit to Dark Market account” or “Suspicious operation” processing of the order is not performed, the Customer is refunded the order payment funds minus 30% service fee. Order processing can be resumed only when customer sends new withdrawal address to[email protected]by e-mail.

6.15. In case of payment for the order without specification of credentials (account) from which the payment is made (hereinafter — the payment address), the service administration has the right to require the Customer to make an additional transaction from the payment address, confirming its ownership of this address. The funds sent as a confirmation transaction will be fully returned to the Customer. Processing of the order shall be suspended until the confirming transaction is performed. Sending funds from payment addresses not controlled by the Customer is a violation of these rules, exchange when paying from such addresses is not made.

6.16. For some cryptocurrency assets funds are accepted to the exchange. We are not responsible for the loss of funds sent to the order payment account in the amount of less than the minimum deposit amounts (according to exchange rules). The minimum possible deposit amount is specified on the order page. We have no way to affect the possibility of a refund.

6.17. Dollarpesa only provides services for exchanging, buying and selling electronic currencies. Dollarpesa does not accept payments to any third parties in any way, and also prohibits exchange to wallets/accounts that do not belong to the user. Dollarpesa does not enter into any partner relations, does not conclude any contracts with recipients of payments for its goods or services and is categorically against such relations. Dollarpesa should not be used as an intermediary service for mutual settlements between a buyer and a seller (a customer and a contractor, etc.).

6.18. The Service has the right to request from the User any information confirming the legality of the exchange operation, including scanned copies, photos of identification documents (passport, driver’s license and other documents), screenshots of the digital wallet, exchange account and other.

If the user refuses or is unable to provide the requested documents in accordance with paragraph 6.18 of the rules, the refund can only be made to the account from which the payment was made after 30 calendar days from the date of the transaction.

6.19. Service is not responsible for damages and consequences in case of erroneous transfer of assets if the Customer specified incorrect details when submitting the order.

6.20. If the exchange rate of the received or given asset to the dollar on Binance changes by more than 5%, the service reserves the right to recalculate the exchange rate at the time of receipt of payment.

6.21. By agreeing to these rules, you agree to our AML policy.

Refunds are a time-consuming operation for the technical support of the service. In some cases, the refund requires contacting the technical support service of exchanges and other services, which entails significant time losses. Commission charged for refunds is aimed at minimizing the cost of individual customer service.

7.1. Returns can be made only for the amount not exceeding the amount of the asset sent by the Customer to the service accounts for exchange.

7.2. Refunds can be made only to the Customer’s account specified in the order or from which the service has accepted the assets.

7.3. Service fee for the return is deducted from the amount of the returned asset to the Customer and is specified in paragraph 7.9 of these rules. Fees charged by payment systems for sending funds are deducted from the amount of the returned asset to the Customer.

7.4. Service is obliged to return the assets that have been sent by the Customer to the Service accounts only in case the exchange has not taken place and the Customer has not received assets from the Service to his accounts.

7.5. Any actions of the service on the return of the assets begin after the Customer’s appeal to the technical support of the service. Without the Customer’s request the service does not work in respect of the return.

7.6. The commissions of the payment systems when refunding are not refundable to the Customer.

7.7. The Service charges a commission for the return of funds as described in paragraph 7.9 of these rules.

7.8. The Service charges a commission for the refund specified in the paragraph 7.9. in case of impossibility to perform the exchange for reasons beyond the control of the Service, in particular, when:

7.8.1. The Service is unable to complete the exchange to the Customer’s blocked or limited account (including DarkMarket).

7.8.2. The Service is unable to complete the exchange on the Customer’s order in violation of these rules.

7.8.3. The Customer has paid for the order with mistakes in the payment details.

7.8.4. The Customer paid the order after the time for payment expired or after the order was cancelled.

7.8.5. Refunds are made at the request of the customer (cancellation of the order).

7.9. The service charges a commission — 3% for the return of any types of funds.

If during the processing of the Customer’s order unforeseen circumstances arise that contribute to the non-fulfillment of the contract by the Contractor, the terms of the order will be postponed by the corresponding duration of the force majeure. The Contractor shall not be liable for overdue obligations.

This agreement is accepted by both parties, the Contractor and the Customer, as a legally equivalent agreement in written form.

For cardholders of England, Germany and the USA the conditions of funds transfer are extended for an indefinite period corresponding to full verification of the cardholder’s data. Funds are not subject to any transactions during the whole term and are in the Contractor’s account in full.

Complaints under this agreement shall be accepted by the Contractor in the form of an electronic letter, in which the Customer shall specify the nature of the claim. The letter shall be sent to the Contractor’s account indicated on the website.

The Contractor has the right to refuse to sign a contract and perform an order, without explaining the reason. This clause applies to any customer.