This Refund Policy is deemed a binding agreement between the Client and GreenElephant OÜ.
By using or otherwise accessing the Services, or clicking to accept or agree to Refund Policy where that option is made available, Client agrees for eligibility for use of the Services and that client has read, understood, and accepted the refund policy.
GreenElephant OÜ, with the registered address Vaike-Paala tn 2, Harju maakond, Tallinn 11415, Estonia, company duly incorporated under the laws of Estonia, with the registration number 14899004.
Refund – Return of the monetary funds transferred to the client.
Client – Registered verified account holder on GreenElephant OÜ.
Chargeback – Monetary fund returned to the Client by the issuing bank, and not by the Platform.
Platform – Internet site operating exchange of FIAT to virtual currency, such as a cryptocurrency.
Virtual Financial Asset – As used herein, “Virtual Financial Asset”, also called “convertible virtual currency,” “cryptocurrency,” or “digital goods”, such as bitcoin or ether, which is based on the cryptographic protocol of a computer network that may be:
- Centralized or decentralized,
- Closed or open-source, and:
- Used as a medium of exchange and/or store of value.
The Client who has paid for crypto services, i.e. paid a transaction fee, or has funded his account, may request a Refund in accordance with the Eligibility Criteria as further set out herein.
Refunds will only be considered where the Client complies with the Eligibility Criteria in full.
Where the Client fails to meet any of the Eligibility Criteria, GreenElephant OÜ shall have the right, in its sole discretion, to decline the Client’s request for a Refund.
In order to apply for a Refund, the Client must request and complete a Refund Form and send the respective form to the GreenElephant OÜ support address – [email protected].
To prevent Prohibited Conduct, all payments and information related to Refund shall be verified by GreenElephant OÜ.
In such case, GreenElephant OÜ may request the Client to provide certain documents, including, but not limited to, identification documents, copy of the Client’s Payment Card and Invoice or/and any other prove of the fact that the disputed payment was made.
In case the Client fails to provide appropriate documents or information within three (3) days upon GreenElephant OÜ – request, or in case of any doubts as to the authenticity of the provided documents, GreenElephant OÜ shall be entitled to decline the Client’s Refund request.
GreenElephant OÜ shall process the Client’s Refund Form as soon as it is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, GreenElephant OÜ shall notify the Client on the outcome of the request in accordance with the timescales set out herein.
The Refund request will only be approved or declined after meticulous verification made by GreenElephant OÜ.
Note: The submission of a Refund Form does not guarantee that the Client’s request will be satisfied.
Refunds are not possible for all transactions where the Client is purchasing a Cryptocurrency. However, in case the Client changed his mind and would like to return the purchased Cryptocurrency, GreenElephant OÜ may, but is not obliged, to be able to buy it back based on the current market rate minus the service fee for the transaction. Service fees will be deemed on a case by case basis.
In other words, the Client can exchange the purchased Cryptocurrency (i.e. Bitcoin) for any existing FIAT Currency (i.e. EUR) and in any Payment Method (i.e. Credit Card payment or Bank Transfer).
The reason for the above policy is due to the volatility of Cryptocurrency’s prices, which significantly differentiate the value of the purchased Cryptocurrency from the value of the cryptocurrency when executing the refund.
GreenElephant OÜ – expects the Client to contact the company using GreenElephant OÜ email address – [email protected] to resolve any problem, dispute or issue related to Client’s payments, before the Client makes any Chargeback request.
This Section does not affect any rights and/or claims, which Client may possess against any other third parties including but not limited to banks or financial institutions.
GreenElephant OÜ will investigate any Chargeback requests made by the Client and in response will inform the Issuing Bank whether any Service or Transaction has been cancelled.
GreenElephant OÜ reserves the right to suspend Client’s account and hold the Funds during the chargeback’s investigation procedure.
Withdraw funds from Client’s account will require the Client to fill and submit relevant form with the request. Company will not commence the withdrawal process without it.
All withdrawals will be processed within 72 hours upon their approval, and if so approved then the funds will be returned to the bank account/credit card/other source of payment from which the funds were originated, including a cryptocurrencies’ wallet.
The Company reserves the right to decline any application for withdrawal, including, but without limitation, due to the following reasons:
- Company suspects the transaction is fraudulent;
- Client’s account is under investigation;
- Client has no sufficient funds on the account.
The Company also reserves our right to refuse applications for withdrawal and/or to suspend to terminate Client’s account due to non-compliance with Company AML requirements or any KYC matters, or EU Law.
Any charges, which arise upon processing a Refund, shall be borne solely by the Client.
Such charges will be deducted from the final amount of the Refund.
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 GreenElephant OÜ. and in the case of any amendments, GreenElephant OÜ will make an appropriate announcement. The changes will apply after GreenElephant OÜ has given notice.
In case Client does not wish to accept the revised Refund Policy, Client should not continue to use GreenElephant OÜ Services. If Client continues to use the Company Services upon the date on which the change comes into effect, the Client’s use of the Services shall be bound under the new Refund Policy.