Legal and Privacy


Wallet and Payments OÜ (hereinafter – we, the Company) strives to make every customer happy with the provided service. The company has therefore created this refund policy in order to prevent disagreement with our customers and inform them that Company does not provide any refunds on usual condition due to the nature of services. At the same time, the Company guarantees to any its customer his right for refund, if any the paid services were not provided. Every refund in such cases is treated by the Company with reasonable care.

The company also draw customers’ attention that is reasonable and justified circumstances and if necessary, the Company may refund payments received from customers through any available payment system, including bank cards.


The company expects the customer to contact it using Company contact details to resolve any problem or issue related to his any previously approved transaction before the customer makes any chargeback request with the issuing bank or credit card company. This section does not affect any rights and/or claims, which the customer may have against the bank, credit card company or any financial institution or payment provider.

Any attempt to requesting chargeback without contacting the Company may be considered as a breach of Terms and Conditions and customer may be held liable in a competent court of applicable law. Company will investigate any chargeback requests made by the customers and in response will inform the customer’s issuing bank whether any service or transaction has been canceled.

If we, however, receive a chargeback for any transaction we reserve the rights to hold chargeback amount from the customer’s current balance for the period of investigation and the dispute cycle of the payment system and credit the funds back after completing this process and charging all applicable fees.


In accordance with the Company’s policy, a refund to the customer is allowed in the following case:

  • when funds were not credited to the account balance after completion of transaction processing due to technical reasons or as a result of an error but somehow remained at the disposal of the Company.

In such case, if the request for a return is approved by the company, the funds will be refunded back through the same payment method and to the same credit/debit card, bank account or another wallet from which the funds were originally received.

In order to apply for a refund, the customer must complete the respective refund request and send it to the Company support address The request must contain the following details:

  • Transaction ID;

  • Customer name and Email;

  • Amount and currency of requested refund;

  • Reason and description of the request.

If a customer does not provide the necessary information in the request, including the reason and justification for the refund, or if the customer has already used deposited funds for trading or other services, Company has the right to decline such refund request without further consideration.

To prevent prohibited and unlaw conduct, all payments, and information related to refund may be additionally verified by the Company. In such case, The Company may request the customer to provide certain documents, including, but not limited to, identification documents, copy of the customer’s invoice or/and any other proof of the fact that disputed payment was made. In case if the customer fails to provide appropriate documents or information within five (5) days upon the Company request or in case of any doubts as to the authenticity of provided documents, the Company shall be entitled to decline the user’s refund request or extend this period for the Client on the basis of valid reasons provided to the Company. The validity of the reasons is determined by the Company in its opinion.


Within seven (7) business days from the date of receipt of the refund request, the Company, if necessary, must contact the client to request additional information and / or documentation (hereinafter referred to as information), and the client must provide such information as soon as possible, but in any case, no later than five (5) days after such a request. 

The company will notify the customer by email of its final decision regarding the return within seven (7) business days after receiving the last requested additional document or information, or within three (3) business days after receiving and considering a return request if additional information or document are not required. 

Refund will be processed without undue delay, and in any event within seven (7) business days beginning with the day on which the Company agrees that the customer is entitled to a refund. The lead time of processing of refund transaction can take 3-7 business days, excluding funds transfer time from the bank or payment provider.


This refund policy concerns exclusively customer’s deposited/added funds, and it does not refer to any refunds for send or exchange transactions that were processed as Company’s services.

Refunds in excess of the original transaction amount are prohibited for any payment method.

If there is just cause to suspect that the origins of customer’s funds and/or customer’s entire activities are contrary to Company’s Anti-Money Laundering Policy (AML/KYC Policy), Company reserve unilateral rights to deny deposit funds into account balance within Company’s systems, or withdrawal to customer account and send to other payment system and also hold such assets and refund them back to the sender’s account. Please be notified that we are obliged to inform the respective government institutions concerning each AML/KYC Policy conflict and disclose customer’s personal data.

This refund policy will be amended from time to time. Terms of this refund policy are subject to change by the Company and in the case of any amendments, Company will make an appropriate announcement before the changes will apply.

In the event that the client does not wish to adopt a revised return policy, he should not continue to use the services of the Company. If he nevertheless used the services of the Company, then it is considered that he understood and accepts all the conditions of this Policy.

If the customer continues to use the services after the change takes effect, the use of the services will be associated with a new refund policy.

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