Please note these"Refund Policy" changed on 01 January 2024.
PLEASE CAREFULLY READ THE REFUND POLICY BEFORE USING www.spqr.money WEBSITE.
NORDEZ UAB makes every effort to provide its clients assistance related to the fiat funds or cryptocurrency refund process.
##1. General Conditions 1.1. The User who has made an exchange order which included transaction fee, or has topped up his account may request a Refund or Return by the Eligibility Criteria as further set out herein. Refund/Return will only be considered where the user complies with the Eligibility Criteria in full. Where the user fails to meet any of the Eligibility Criteria, NORDEZ UAB shall have the right, in its sole discretion, to decline the User’s request for a Refund/Return. To apply for a Refund/Return, the user must request and submit Refund information details to the NORDEZ UAB support address - support@spqr.money
1.2. To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by NORDEZ UAB personnel. In such a case, NORDEZ UAB may request the user to provide certain documents, including, but not limited to, identification documents, copy of the user’s Payment Card and Invoice or/and any other proof of the fact that the disputed payment was made.
In case the User fails to provide appropriate documents or information within two (2) days upon the NORDEZ UAB request or in case of any doubts as to the authenticity of the provided documents, NORDEZ UAB shall be entitled to decline the user’s Refund/Return request. NORDEZ UAB shall process the user’s Refund Form/Return Form as soon as it is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, NORDEZ UAB shall notify the user on the outcome of the request by the timescales set out herein. The Refund/Return request will only be approved or declined after meticulous verification made by NORDEZ UAB.
NOTE: Submission of Refund Form/Return Form does not guarantee that the user`s request will be satisfied.
1.3. NORDEZ UAB maintains full custody of cryptocurrencies, fiat funds, and user data/information which may be turned over to governmental authorities in the event of NORDEZ UAB accounts’ (profiles') suspension/closure arising from fraud investigations, investigations of violation of law, or violation of the Company's policies, till the final decision will be made.
##2. Transactions involving a Cryptocurrency (i.e. Bitcoin) Refunds are not possible for all transactions where the user is purchasing a Cryptocurrency. However, in case the user changed his mind and would like to return the purchased Cryptocurrency, NORDEZ UAB would be able to buy it back based on the current market rate minus the service fee for the transaction. In other words, the User can exchange the purchased Cryptocurrency (i.e. Bitcoin) for any existing Digital Currency or Payment Method (i.e. Credit Card payment or Bank Transfer). The reason for such a policy is the fact that the Cryptocurrency price changes constantly, thus the value of the purchased Cryptocurrency at the moment of refund will be different. Additionally, NORDEZ UAB is allowed to reduce the Refunded amount on the exchange difference, which occurs due to the exchange or buyback of Cryptocurrency and corresponding crypto-exchange transaction fee, which accountaned from the original order transaction.
##3. Transactions that do NOT involve cryptocurrency Refunds are only possible within 5 days from the moment of exchange. Any additional service fees incurred by NORDEZ UAB as a result of the refund will be covered by the user. For example, payment systems charge NORDEZ UAB for each incoming and outgoing transaction. Therefore, when issuing a refund for a transaction, NORDEZ UAB will send the customer an amount equal to the original transaction amount, minus the service fees for that transaction. The fees for incoming/outgoing transactions varies.
##4. CHARGEBACKS NORDEZ UAB provides its clients with the possibility to resolve any problem or issue related to exchanges before the client fills a complaint request (chargeback) with the customers’ bank. The settlement process takes place by contacting the customer support department.
NORDEZ UAB reserves the right to suspend the client’s account during the complaint request investigation process.
##5. MISCELLANEOUS Any charges, which arise upon processing Refund/Return, shall be borne solely by the user. Such charges will be deducted from the final amount of the Refund/Return. 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 NORDEZ UAB. In case the user fails to complete necessary compliance AML/KYC procedures, NORDEZ UAB is allowed to return inicial transaction and charge the commission to cover transaction costs. In case the user does not wish to accept the revised Refund Policy, he/she should not continue to use NORDEZ UAB Services. If the User continues to use the Services after the date on which the change comes into effect, his/her use of the Services is to be bound by the new Refund Policy.
We support spread-only pricing model. The spread is the difference between the buy and sell prices quoted for a cryptocurrency. Our fees are wrapped into the spread and exchange rate contains the fees. Changes to the Fee are effective as of the effective date indicated in the Terms updates.
#The refund fee is: ##VISA/MasterCard
Processing fee: 4.5%
Service fee: 2.5%
##SEPA
Processing fee: 0%
Service fee: 2.5%
Commission related to the cryptocurrency return processing depends on the type of cryptocurrency, rate changes, network commission, etc.
Please note that the cryptocurrency rate can change very dynamically, therefore, there may be a negative difference between the value of the cryptocurrency at the time of purchase and its value at the time of sale; this difference is covered by the refund amount.
NORDEZ UAB reserves the right to make changes and amendments to this Refund Policy, including if any changes are made to the law. If the client does not agree with the possible changes, he/she should stop using the NORDEZ UAB service.
