Refund Policy

INTRODUCTION

SVV Poland Sp. z o.o. ("BTCBNK", "we", "our", or "us") wants you to understand, before you buy, when a refund is available and when it is not. This Refund Policy explains how refunds work for purchases made through our website [btcbnk.io, «Website»] and related services.

SVV Poland Sp. z o.o. with registration number 0000972216, registered in Poland at the address: Zurawia str. 47/49, office 118, Warsaw, Poland, 00-680

This Policy forms part of our Terms and Conditions which you accept when you create your account.

Card payments are processed on our behalf by a third-party payment processor.

In this Refund Policy:

Digital Assets are cryptographic assets recorded on a blockchain, such as Bitcoin or USDT, which you can buy, hold, exchange and transfer through your BTCBNK account.

Wallet means the account made available to you within the BTCBNK platform, in which your Digital Assets are held and from which you can send and receive them.

Order means your instruction to buy Digital Assets, at the rate and for the amount displayed to you before you confirm it. An Order is executed when the Digital Assets are credited to your Wallet.

Service Fee means the fee we charge for executing an Order, disclosed to you before you confirm it, and separate from any blockchain network fee.

Refund means the return of all or part of an amount charged to your payment card, credited back to that same card.

Chargeback means a dispute you raise with the bank that issued your card, rather than with us. A Chargeback is not the same as a Refund.

WHAT YOU ARE BUYING

When you buy digital assets from BTCBNK, you pay the price of the assets plus our service fee. The assets are credited to your wallet as soon as your payment is authorised.

Two features of this product are important, and we ask you to read them carefully before you confirm any order.

Delivery is immediate and irreversible. Once digital assets have been credited to your wallet, the transaction cannot be undone. If you then transfer those assets to another wallet, that transfer is recorded on a public blockchain and cannot be reversed by us or by anyone else.

Prices change constantly. The value of digital assets fluctuates for reasons entirely outside our control. The rate applied to your order is the rate displayed to you, and confirmed by you, at the moment of purchase.

For these reasons, a completed purchase cannot be cancelled or refunded because you have changed your mind, or because the market has moved against you.

YOUR RIGHT OF WITHDRAWAL

Under Article 38 of the Polish Consumer Rights Act of 30 May 2014 (implementing Directive 2011/83/EU), the statutory fourteen-day right of withdrawal does not apply to goods or services whose price depends on fluctuations in financial markets that the trader cannot control. This is the case for digital assets. Digital assets fall into this category.

This does not affect any other rights you have under applicable consumer protection law, and it does not affect your ability to obtain a refund in the circumstances set out below.

WHEN A REFUND IS AVAILABLE

We will refund you in the following circumstances:

Your card was charged but you did not receive the assets. If a payment is taken and the corresponding digital assets are not credited to your wallet, we refund the full amount charged.

You were charged more than once for the same order. Duplicate charges are refunded in full.

A technical error occurred. If a fault on our side, or on the side of our providers, means that your order was not executed correctly, we refund the amount charged.

You cancelled before execution. If you cancel an order after payment but before the assets have been delivered, we refund the full amount charged.

Your order was declined following compliance checks. If we are unable to complete your identity verification, or if the transaction is declined for anti-money laundering, sanctions or fraud prevention reasons after your card has been charged, we return the funds to you. In these cases we may be unable to explain the reason for our decision, as we may be prohibited by law from doing so.

We or our payment processor decide that a refund is appropriate. We and our payment processor each reserve the right to reverse or refund a transaction on our own initiative, including where a transaction is suspected to be fraudulent, unauthorised, or in breach of our Terms and Conditions. Where this happens after digital assets have already been credited to your wallet, we may deduct the value of those assets from your account balance or recover that value from you.

WHEN A REFUND IS NOT AVAILABLE

Beyond the circumstances described above, a refund is not available once an order has been executed and the digital assets have been credited to your wallet. This includes, in particular, where:

the value of your digital assets has fallen since you bought them;

you have transferred the digital assets out of your BTCBNK wallet, in which case the transfer is recorded on a public blockchain and cannot be reversed by us or by anyone else;

you are dissatisfied with the exchange rate, which was displayed to you and confirmed by you before payment;

you have changed your mind about the purchase.

A refund is also not available where the request relates to a transaction made from your account using your own credentials, where you have not kept those credentials secure.

HOW REFUNDS ARE MADE

Refunds are returned to the same payment card that was used for the original transaction. We cannot refund to a different card, to a bank account, to a third party, or in digital assets.

Refunds are made in the currency in which the original charge was made.

If your card is denominated in another currency, the amount you receive may differ from the amount originally debited, because of exchange rate movements and any conversion charges applied by your card issuer. We are not able to compensate you for this difference.

Where a refund is issued because of a failure on our side, we refund the full amount charged, including our service fee. Blockchain network fees that have already been incurred on a transfer cannot be recovered and are not refundable.

We aim to reach a decision on a refund request within 15 business days of receiving all the information we need. Once approved, we issue the refund within 30 business days. The time taken after we have issued a refund is controlled by your card issuer and not by us.

HOW TO REQUEST A REFUND

Please contact our support team at [email protected] and include your account email address, the order reference, the date and amount of the transaction, and a short description of the problem.

We will acknowledge your request within 10 business days.

JURISDICTION

We adhere to Polish and European Union regulations concerning consumer protection. Any legal disputes will be governed by the laws of Poland.

CHANGES TO THIS POLICY

We may make changes to this Refund Policy from time to time. To ensure that you are always aware of the terms on which refunds are available, we will update this Refund Policy to reflect any changes to our Services. We may also make changes as required to comply with changes in applicable law or regulatory requirements. Where it is practicable, we will notify you by email of any significant changes. However, we encourage you to review this Refund Policy periodically.

CONTACT

For more information about this policy, or to request a refund, please contact us at [email protected]